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Author Topic: GT72S 6QF Screen Hinge Problems...  (Read 5272 times)

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dale_hovell2905Topic starter

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GT72S 6QF Screen Hinge Problems...
« on: 05-July-16, 22:53:56 »

Hi first post here and not on a good note unfortunately....

I acquired an GT72 6QF limited edition model and was amazed by it straight away but fast forward 4 months and still wanting to but just can't =[. The hinge on the left side seems to have just failed,  it started clicking the casing apart to begin with very randomly but after it had sat in its bag for a couple of days right way up on a flat shelf, got it out and opened it and too my horror the corner just completely opened itself up. After much struggling trying to close it again with the hinge not budging and seemingly the case/screen not even being securely attached to it I got it shut never to be opened again. I've attached some photos of it and got a picture of what I think are the thread mounts/inserts completely free from the screen.

The laptop was always sat on a flat surface and didn't really move unless I took it to the girlfriends and even then it traveled as if it were a basket of eggs. I'm absolutely heart broken and quite angry at the same time I take pride in keeping my electronics well looked after and excellent condition yet feel like I'm going to get palmed off, I expected a £2k+ laptop to last more than 4 bloody months! :undecided:

I did start an RMA procedure but the company that contacted me to carry out the repairs I have no confidence in letting them have my laptop, my OCD in keeping things pristine and scratch free and their reviews with high end laptops won't let me do it. More importantly the warranty only states hardware failure (which in my eyes it is) is covered and this company themselves said mechanical damage isn't covered so I'm just worried I'm going to get palmed off and then pay £50 for the privilege of being told.

Any advice is welcome! :sad:



 Gold Thread Mounts/inserts?
Opened and Hinged Movement
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RW3

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« Reply #1 on: 06-July-16, 02:28:36 »

Hello,
It should be covered in warranty. I recommend you contact MSI and tell them about this.
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shawn.donnelly21

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« Reply #2 on: 06-July-16, 04:40:07 »

Same exact thing happened to my old Alienware m15x (right before dell bought them) and it was covered under warranty.  You should have no issues getting this fixed for $0.  Let us know if that isn't the outcome.
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edwin.carter

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« Reply #3 on: 06-July-16, 14:44:28 »

Oh crap I have been noticing a slight tick/flex on the left flap when I start to bring down my LCD screen from its normal position down to eventually close the lid. This "crack" sound seems to only happen once the screen has been in a certain position for a long time. It never happens when I raise the screen coming out of sleep. So this is how it starts.. :undecided: Got my laptop in early/mid Nov. Like a darn ticking time bomb for a $5k laptop. Pah!
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dale_hovell2905Topic starter

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« Reply #4 on: 06-July-16, 21:58:38 »

I have sent them a support query and awaiting their response.

The thing that bugs me is the nature flaw itself, being an engineer by trade my habits led me to a little investigation and it seems like they are a type of threaded inserts for plastic that have just failed to do their job. I may be completely wrong but a quick search on Ultrasonic threaded inserts brings up very similar hardware to the gold components in the picture. Then lets say it gets repaired... how long till the hinge on the other side goes? Clearly one side wasn't up to it so I'd assume the other side will go eventually.  Or if its a complete assembly replacement how long before it happens again? For a rather pricey laptop seems quite a shoddy way of doing it in my opinion.

Edwin - Probably worth keeping an eye on it then, the way the screen surround peeled away from the actual screen itself in the bottom corner was a genuine panic moment without any warning. -.-
              Just out of curiosity on the left hinge of your laptop in the slight gap/pivot point between the bottom chassis and the screen is there a black wire sort of visible? Was always there on mine looked like a chafe hazard waiting to happen but
              assumed it was normal given the price of this thing anyway.
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shabaz-hamid

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« Reply #5 on: 06-July-16, 22:42:26 »

Hello,
I purchased this exact laptop from Scan in January and just last month the exact same problem happened to mine. The left hinge has become stiff and has opened the 2 panels between the hinge joint. I contacted Scan the retailer and they cannot exchange it, they told me to contact MSI, and MSI told me I can only use a warranty repair service. I sent it in just last week, it's being repaired by a third party repair specialist approved by MSI. I have recieved an email today saying parts have been ordered to repair the laptop. So I am waiting for further updates. 

I am shocked other users are having this problem too. But I also have to say I respect and look after my laptop really well and always keep it on a desk. When this problem occurred it was random and confusing. 

I am also worried about the £50 charge. It's a manufacturer problem not ours. Also if we do get a total laptop replacement, the same problem would occur again after a couple of months.

Keep us updated and I will do the same, Thank You.
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edwin.carter

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« Reply #6 on: 06-July-16, 23:14:10 »

Well as mentioned I've had the GT72S 6QF since early/mid Nov since '15 (arguably longest of anyone here) and, perhaps worse, I open/close it 4x each day as I bring it to work each and every day so, ideally, I wear down that part much faster than most, and yet, I just hear a minor click on that left side only in the past 2 weeks but it only "clicks" after the LCD screen has been in the same viewing position for a while but even then it doesn't always click. Bloody weird.. I have now examined that area and don't see any issues at all in that part. :undecided:


Quote
on the left hinge of your laptop in the slight gap/pivot point between the bottom chassis and the screen is there a black wire sort of visible? 
Nope. There is nothing out of the ordinary on the bottom left anywhere around the LCD screen. It is completely clean and devoid of any protrusions.
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shabaz-hamid

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« Reply #7 on: 06-July-16, 23:15:04 »

I can't edit my previous post to add pictures so here is a my laptop with this exact same problem GT72S 6QF

Left hinge became stiff and opened panel within 5 months.
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edwin.carter

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« Reply #8 on: 06-July-16, 23:22:04 »

:shocked_anim: Blimey! Same problem... wow..

Questions:
1) How often did you open/close or bring up/down your LCD screens at least at a decent angle each day? For me: 4x daily minimum.
2) How often did you hold the screen either on the left, center, or right sides when you did #1. For me: randomly chooses all three positions.
3) What is the ambient temps of the areas you commonly use the laptop in? Normal operating temps of the laptop? For me: 18-23c but mostly in air conditioned rooms.
4) Whats your common resolution of your laptop? HD or 4K? For me: HD 1920x1080p.
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shabaz-hamid

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« Reply #9 on: 06-July-16, 23:42:28 »

:shocked_anim: Blimey! Same problem... wow..

Questions:
1) How often did you open/close or bring up/down your LCD screens at least at a decent angle each day? For me: 4x daily minimum.
2) How often did you hold the screen either on the left, center, or right sides when you did #1. For me: randomly chooses all three positions.
3) What is the ambient temps of the areas you commonly use the laptop in? Normal operating temps of the laptop? For me: 18-23c but mostly in air conditioned rooms.
4) Whats your common resolution of your laptop? HD or 4K? For me: HD 1920x1080p.

Hello edwin,
I only used it about once a day, so just opening it once and closing it at about 90° or a little over.
I would always open it from the center (just above the webcam) to prevent flex on the display.
The laptop is used in normal room temperature 18-22c or so.
Yes and the laptop is 1080p HD.

Also the clicking noises from the hinge started about 2 days before the left hinge went stiff. The hinge is so stiff it's as if it's been welded.
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edwin.carter

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« Reply #10 on: 06-July-16, 23:48:47 »

After it started making that click when you pivoted the LCD screen, did it do it each and every time there afterwards (when in that position for a long time either fully up with your viewing the screen comfortably or when all the way putting laptop to sleep) or does it sometimes occur when you pivot the LCD screen every so often just to test for the click? As mentioned, the click will 100% happen if the laptop has had its LCD in the full viewable position but when I bring it up out of sleep (opening LCD from down mode) it almost never makes the click.

Hope any info helps MSI in the future so this design flaw never occurs again.
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James D

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« Reply #11 on: 07-July-16, 13:14:17 »

MSI did a bad job with hinges screwing them very tight.
Courtesy of forum-ru.msi.com https://forum-ru.msi.com/index.php?topic=92387.0
If you have a working laptop and do not want to meet this problem in the future, here is what you have to do AT YOUR OWN RISK:
1. Between hinges you can see plastic cover. You need to take it off.
2. Possibly slightly untighten both hinges. You may pass this step if you are not sure in yourself.
3. Use silicone grease to grease hinges. massage it inside, there should be some liitle hole BTW.
If you use only step 3 then it is shorter temporary solution.


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edwin.carter

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« Reply #12 on: 07-July-16, 13:21:04 »

Yeaahhhh good luck there... :embarassed:
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edwin.carter

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« Reply #13 on: 07-July-16, 15:58:22 »

Yeah I only ever get that left-side click when I've had my LCD in regular viewing angle for an hour or so then when I try to begin to close it I get the click. However when I try to reproduce it after a few seconds I cannot. Takes a while again to hear the click.
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dale_hovell2905Topic starter

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« Reply #14 on: 07-July-16, 16:04:56 »

Kind of shocked that this is a lot more common than I was expecting. Seems these hinges aren't built for the long run lol... yet my 6 year old Acer is more solid than ever. :rolleyes:

Regarding the greasing it yourself and what not, doesn't solve the root cause of the problem which is a design fault, which after keeping it at bay for a while will fail more than likely outside of the warranty period.

Still haven't heard from MSI either. :undecided:
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James D

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« Reply #15 on: 07-July-16, 16:57:01 »

Quote
Regarding the greasing it yourself and what not, doesn't solve the root cause of the problem which is a design fault, which after keeping it at bay for a while will fail more than likely outside of the warranty period.
What design fault are you talking about? Too tighten hinges? Yes, they are, hence I told how to fix that.
But if you say it's case what is faulty then you are wrong. It's already best plastic but everything will fail if you literally try to break it. Those hard hinges is what makes closing/opening LID as break factor.

BTW. In some countries warranty services do not accept it as warranty case, go figure.
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dale_hovell2905Topic starter

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« Reply #16 on: 07-July-16, 21:18:12 »

What design fault are you talking about? Too tighten hinges? Yes, they are, hence I told how to fix that. But if you say it's case what is faulty then you are wrong. It's already best plastic but everything will fail if you literally try to break it. Those hard hinges is what makes closing/opening LID as break factor. BTW. In some countries warranty services do not accept it as warranty case, go figure.

Don't get me wrong I'm all for fixing things myself but I think your slightly missing the point. This is a 4 month old laptop it is unacceptable to have this kind of problem considering how much it cost in the first place, for a premium price I expect premium quality yet so far its feeling far from it since this has happened whilst giving me an extremely sour taste.
'Everything will fail if you literally try to break it' is a silly statement to make, I'm sure everyone on here with the same problem has just gone and thought 'I know, I'm going to try and break my laptop hinge today' like the other guy I take pride in how well I look after my electronic devices which only makes things worse.
To re-iterate my point, regardless of whether it was solely the hinge causing this problem or not, it is not fit for the purpose it has been installed for... if it is too stiff for the mount to withstand the forces then they are not a compatible design.
The fact that the hinge itself only extends into the laptop screen about an inch and a half if that, which is then screwed into these mounts... the forces they would have to endure if it tightened up would be rather extreme but I'm no laptop design engineer so this may be a standard way of doing it, just seems like a design that's not built to last but prioritized cost which, sadly, I can understand from a business point of view. :undecided:

Also just to clarify the stiffness of the screen on my laptop wasn't excessive in my opinion, it seemed an adequate amount to hold the screen in its variety of positions.
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marioshadjigeorgiou

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« Reply #17 on: 08-July-16, 22:05:44 »

Oh my god, I had the exact same problem on the exact same laptop, purchased from SCAN!!

What is worse for me is that I took the laptop from the UK back home with me in Cyprus and after 4-5 months the hinges failed. First the one side cracked and towards the end the other side failed too, causing the laptop screen to be completely unsupported.

After much contact with MSI, they referred me to an MSI approved technician in Cyprus who ordered the parts and charged 50Euros for them. He also argued it wasn't in warranty since MSI doesn't cover plastic parts.

But as I see this now, it seems that this particular model suffers from this. Glad I got mine repaired I just hope it doesn't happen again, this laptop ain't cheap.
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jrmym1981

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« Reply #18 on: 09-July-16, 12:24:40 »

I regret to say the same hinge problem has happened to me as well. From what i'm seeing in this forum,Always the left hinge, Always around the 5-6 month ownership time frame for some odd reason. I'd be willing to bet if the left one lasts 6 months, the right one will fail right outside of warranty period. There are too many people having this happen to their machines. MSI Step up your Game on Quality Control! I didn't buy an ASUS, but next time i will consider it, if this is what i'm to expect. My previous laptop was built in 2007, and it's still functional, albeit very old and outdated. I'm very upset about this and needed to complain. I want to help make it known that this is apparently not a rare/isolated incident. hopefully the repair/shipping costs won't be too ridiculous. I have a fear of other technicians working on my equipment. I'm a Computer Technician, so i know how to take care of my gear, i'm not so confident of other people's abilities to pay attention to detail the same way I do when i'm at work. Either way, this is a Very Expensive learning experience for me. I need something high end, and portable for my travels. otherwise i would have gone to Wal-Mart to buy a pc. 

okay, rant over.
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dale_hovell2905Topic starter

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« Reply #19 on: 14-July-16, 22:35:04 »

Had a reply from MSI with the typical 'We're sorry for the inconvenience' and 'We'll check your serial so that it doesn't happen again in the future'. Dodging the acknowledgement of the problem entirely. Will have to the just let them repair and hope it holds out, if not then I'll become that horrible customer everyone hates to deal with. :angryfire:
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lloydrj68

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« Reply #20 on: 25-August-16, 06:33:44 »

Same problem here with the hinge :bonk:

Purchased from Scan 4 months ago

Waiting for MSI to reply to my warranty claim.........
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neo2016

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« Reply #21 on: 19-September-16, 12:06:06 »

Same here left hinge broke for no reason at all, before that happened my laptop wouldn't charge nor accept AC power.
So I closed the lid to get ready for return and there was a cracking sound. My computer was from Scan too, same make and model, bought around may/June.
I wonder if its a bad batch or something.

I look after my computer so well, esp as I use it for VR.
I was really shocked that the hinges died, So I tried to send it back via the online form but it wouldn't accept my serial number.
So I contacted tec support, who said my serial was valid and they gave me an email address to send all my details too instead.

Hopefully they will get back to me soon, as I really need my laptop fixing.
Anyone know if all my data will be wiped ?
When it gets fixed.

Still an amazing computer though, just a shame its broken.
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SAiLO

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« Reply #22 on: 19-September-16, 14:57:22 »

Your data should not be wiped but I would back it up just in case. Hope you get the laptop back soon.
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« Reply #23 on: 20-September-16, 02:35:27 »

Hi neo2016,
 

What model do you have? Do you take any picture for the hinge problem?
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neo2016

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« Reply #24 on: 20-September-16, 09:13:04 »

Its the GT72S 6QF dragon pro edition,  094K. with 32GB mem and gtx980 8Gb. vr ready
Sadly no pictures, its all boxed up for a return hopefully, I did have power problems from day one.
So I wonder if the charging and AC power issues are related to the breaking of the left hinge.

When it was opened I could press it together and it would click back together as if it was ok, but when I tried to close it, the hinge would pop out and break.
So just waiting for an email with ref number and a pick up date.
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neo2016

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« Reply #25 on: 21-September-16, 10:00:51 »

Got an email back to its ready to send of, but it says in the email mechanical faults are not covered.
This is a bit unfair, considering my laptop not even 6 months old and the hinge failed as well as the AC and battery charging.
Ill send it off still, just need to repack and I guess Ill open a technical ticket with msi.
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« Reply #26 on: 21-September-16, 12:54:15 »

My old  MSI laptop ( CX700 i think ) had this mech issue , it occur after 5-6 years of using

The plastic behind the bolt was breaking one after another
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neo2016

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« Reply #27 on: 21-September-16, 14:56:20 »

I got a reply which was pretty fast, last time took 13 days, this time it was a couple of hours, I`m impressed.
Anyway, they said, it will be covered they just need to check it out first.

So hopefully it will be ok.
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edwin.carter

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« Reply #28 on: 21-September-16, 17:11:32 »

What's to stop it from happening again in a few months? Is this a perm-fix their engineers have?
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« Reply #29 on: 22-September-16, 12:20:00 »

I have not looked at the hinged properly, didn't want to cause any more damage, I managed to snap it back together and close the lid.
I`m guessing they will replace the laptops screen lid and computers case housing, not sure about the mother board, if that`s causing the power problems.
So they may replace that or just send me a refurbished laptop, id rather have my own back with data though.
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« Reply #30 on: 26-November-16, 03:40:59 »

Oh man... I'm freaking out.  I just heard a pop on my Dominator Pro Dragon when I went to close my screen down, and low and behold...  the frame is being pushed out by the hinge.  I quickly looked online to see if anyone else had that happen, and to my horror it's been a known issue with MSI laptops for 4 or 5 years.  I found a lot of forum chat about this issue from 2012 which to me sounds like they are more than aware of this issue.  I got my laptop new back in August of this year.  This shouldn't be happening to any product over $2500 in the first 3 months.  Depending how the service and repair is, I'll either never buy one of their products again, or I'll still be happy with it.
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« Reply #31 on: 20-December-16, 19:53:47 »

Hello, I too have the GT72S 6QF and now have the screen hinge issue. For what we pay for this laptop and this is already happening is sad. This is a high-end laptop and now the screen is pulling away from the hinge and plastic. It is a very bad design flaw and is a pain to do a warranty RMA! It is sad also that we might get it returned and have it happen all over again. This should never have left the QC department! I guess I have to email them and go through the RMA "painful" process or fix it myself with some hot glue or gorilla glue.
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edwin.carter

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« Reply #32 on: 21-December-16, 16:34:02 »

Update for me: yep finally it happened -- 1 year in and I got the hinge problem on the left side like everyone else. I am using black electrical tape to keep it together with minor success but at least it hasn't exploded on me. :undecided: 

Was thinking of taking it over to the MSI lab near to me and getting it RMA'ed although won't this all eventually happen again? Can I wait the 2-3 years before the next laptop with 8K display comes out before jumping? Seems to me these GT72S' are doomed/cursed with this no matter what "band-aid" they apply to it. :biggthumbsdown:
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« Reply #33 on: 23-January-17, 13:06:20 »

Just had the same issue had the GT72s Dominator Pro Dragon Edition for a year and the right hinge has popped. /sigh
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edwin.carter

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« Reply #34 on: 23-January-17, 13:09:35 »

I'd be curious if after one RMAs the laptop to MSI that the issue becomes actually perma-fixed.
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reno

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« Reply #35 on: 23-March-17, 01:57:53 »

I have exact the same model.....6qe......and it is cracking everytime i close the lid.....I WILL NEVER BUY MSI AGAIN........my laptop currently is back from service for monitor not waking up, after 2 das i have the same problem......

MSI should be ashamed........I will probably switch to asus.....
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edwin.carter

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« Reply #36 on: 23-March-17, 02:13:44 »

Yeah still have not sent it in for RMA repairs as now its starting to making the cracking sound on the right side (left side traditionally has the problem).

Just need to find a time to send the RMA online form then take the laptop to my local MSI support center (< 15min drive away).

Not sure how it will take to fix it but would not only love to get it repaired BUT get a 4K screen out of it too. :)
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reno

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« Reply #37 on: 23-March-17, 02:55:45 »

how did you get 4k screen?   I think 4k is overrated.....bigger files...slower fps.....i do not need it at all
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edwin.carter

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« Reply #38 on: 23-March-17, 03:01:51 »

No no.. I am thinking of asking when they repair the LCD hinge issue. ;)
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reno

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« Reply #39 on: 23-March-17, 03:03:11 »

so what is with 4k screen?
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edwin.carter

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« Reply #40 on: 23-March-17, 03:04:32 »

Getting a free upgrade to a 4K LCD laptop screen when I bring it in for the hinge RMA.
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reno

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« Reply #41 on: 23-March-17, 03:10:06 »

how did you manage to do that?

But it will not run games smooth on 980m......probably under 30 fps
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edwin.carter

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« Reply #42 on: 23-March-17, 03:13:42 »

Ugh.. as I said: I have not asked them YET.. I will likely ask them when I RMA the laptop. Also, look at my sig: I have the $5k+ 6QF so the 980 is a true 980. It was the first laptop to have one in mid'15 but I am waiting in 2-3 years to get the first high-end MSI with an 8K display! :agrees:
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edwin.carter

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« Reply #43 on: 12-April-17, 03:27:50 »

Just got the laptop back from MSI Support: took 10 business days due to that Dragon Cover I have.  :undecided:  No issues I can see and the LCD can now open/close without some hideous cracking sounds.

Of course, asked them if this REALLY is a PERM fix or an inherent engineering design flaw but they assured me it was a PERM fix. Anyone believe so? :shocked:

No I did not get the 4K LCD upgrade: could not swing that nor would they accommodate.

I will await ~2019 when MSI releases their 8K LCD/OLED super laptops before I make the move. :agrees:
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jean.michel.tremblay1988

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« Reply #44 on: 04-May-17, 16:09:11 »

I have bought the ge72 6qf apache pro model and i paid about 2200$ for it in may 2016. I use it about two or three time a week and it's always on my desk... i didn't bring it anywhere.

3 days ago, i got the same issue as you all... my bottom right screen braket broke.... For a 2000+ laptop.... it's really do not value it... I have trouble with my spacebar and I have also already get my laptop repair another time because the batery won't last an hour. I had to pay 55$ for the shipping. But this time i clearly specified that i will not pay for it, so they send me a purolator prepaid label.... ok nice, but they have not added an insurance for  cover all lost or damage during the transport..... So am i as dumb as they think i am to send my computer without any insurance....... 

I think i will ask for a full refund.
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edwin.carter

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« Reply #45 on: 04-May-17, 16:38:32 »

So wait.. you never closed the lid for a whole year then, on a spur, decided to do so and.. got the dreaded "hinge click"? :cry:

Yeah some weird engineering decisions on some of these mid/high/super-high end laptops when it comes to the way the LCD panel afixes to the body.

Sux I had to wait for 10 business days but once I got the laptop back was more than happy BUT just hope it never happens again. :hypocrite:
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jean.michel.tremblay1988

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« Reply #46 on: 04-May-17, 16:47:19 »

Yes i've close the lid every time before it's happen:P I've heard few time some bizzare scratching soud... but now i understand what they were:P
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jim.landry

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« Reply #47 on: 13-June-17, 20:47:12 »

My first post here as well. I purchased a GT72 2QE back in 2015 and it is making that clicking noise on the left hinge area.

However, I think my clicking is coming from the cover (that is, the edging that covers the front of the hinge) that surrounds the LCD screen and covers the hinge.

I can put light on it and when I try to close the lid, it moves.

I have contacted MSI and am waiting for them to respond.

I have seen screen replacement videos on the GT72 and am thinking the little "lips/ledge" that is on the backside of the frame cover that covers the hinge and would snap it closed into place is missing, so all I would need is a replacement frame cover.

Hopefully ...
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edwin.carter

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« Reply #48 on: 13-June-17, 21:38:48 »

Yeah get it fixed.. took almost a year for me to show the symptoms of the infamous MSI laptop LCD click 'o' death.. took 10 business days to fix it (since I have the Dragon Edition), so far since early April the hinges are quiet. Hope that lasts until I get my next super 8K MSI laptop. :)
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msi

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« Reply #49 on: 25-June-17, 10:11:44 »

Just happened to me today :censored:! It's 1 year old today
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