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June 14th, 2025 12:36

Screen cushion breaks off second time - Dell refuses warranty

Hi Dell, People on the Community,

Last year (december 2024) I've bought a Dell Inspiron 14 2-in-1 laptop (Dell Inspiron 14 2-in-1 laptop 7440 met Intel processor | Dell Nederland) in The Netherlands. Right after 2-3 months the power button seems to react very bad and one of the protective cushions on the screen broke off. I've received it back in April this year.

Now, 2 months later the other protective cushion breaks off the screen but now the Dell Whatsapp support refuses to provide me warranty. Dell stated its 'wear and tear'. But I would expect that these cushions could take some use right? Since its the second time in such a small period of time I dont think this has something to do with wear and tear. 

I use my laptop only for basic office work and the laptop only has 57 hours of use based on HDD SMART data. It is basically brand new...

I am trying to get the warranty done via the Whatsapp service number but its a terrible way of having contact with the support team. They cannot provide the terms of service which stated these kind of 'damages' is described as wear and tear. How can I reach out to the Dutch head office / legal team? I'm doubting of sending a notice of default via my legal insurance.

Community Manager

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1K Posts

June 14th, 2025 12:37

Hello! Thank you for reaching out to us. I am your Dell-Cares contact for order related queries. Unfortunately, our customer service is currently unavailable. We are available Monday through Friday. Please reach out to us on any of these days and we will be glad to assist you. Thanks for being a loyal Dell Technologies customer.
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