1 Rookie
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2 Posts
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3485
November 29th, 2021 06:00
Possible need for replacement laptop
Good morning,
I'm currently working with a Dell laptop I purchased with a warranty at the beginning of my freshman year of college. I was able to confirm, I believe, that my laptop is still in warranty with full repair and everything, and at the moment, the laptop is technically still functioning fine. However, the polymer chassis around the keyboard recently cracked in two places (beside the "~" key and then on the opposite side as well) and the screen hinges have also loosened up to a concerning degree. In terms of operation, it still works, but I don't expect it to survive too many more trips to and from college, regardless of how gently I treat it. As a full time college student I am heavily reliant on my laptop to get classwork and job applications done. How long would it take to get my laptop replaced? I doubt the cracks are repairable, unless all plastic parts are replaced.
Thanks,
John
DELL-Chris M
Community Manager
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56.8K Posts
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January 18th, 2022 05:00
All,
* The purchased warranty end date does not change. All purchased warranties have a static Start and End date
* Per the purchased warranty, the laptop will be repaired with required parts. Dell will attempt three repair services before considering a used system exchange
* Dell is not responsible for your data (pictures, music, documents, etc.). It is your responsibility to back up all of your data prior to any service being done
ejn63
10 Elder
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28.6K Posts
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November 29th, 2021 11:00
Unless you have accidental damage coverage (aka Complete Care), you won't get a replacement outside of the first 30 days. And historically, Dell has considered hinges as wear and tear items -- they won't be covered under warranty either. As for the cracked keyboard surround, that will be deemed user caused and not covered.
If you need access to the service manual for instructions on tightening the hinges, post the full system model number (i.e., inspiron 3559, etc.).
John B.
1 Rookie
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2 Posts
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November 30th, 2021 14:00
I have a Latitude 5590, and I've got ProSupport Plus, which includes Complete Care, until July of '22. What exactly does qualify as accidental damage, if not wear and tear? The cracks are not the result of dropping or anything else, they simply cracked without notice or warning, and the only cause I can think of is due to repeated thermal changes from cold weather recently after heating itself up while charging, but it's hard to believe it'd be actually significant.
ejn63
10 Elder
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28.6K Posts
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November 30th, 2021 17:00
Dell Accidental Damage Service for PCs