ProSupport Warranty Denied for Internal Failures Due to Cosmetic Bezel – Unjustified

I am a Dell ProSupport customer with active coverage until 2026 for my G16 7620. Despite reporting internal hardware failures (shutdowns and charging issues), Dell refuses to honor my warranty because of a cracked rear bezel—damage that is purely cosmetic and occurred during a prior Dell-authorized repair.

The technician Dell sent confirmed the bezel crack and noted it in his report. The damage is located precisely at the point where the screen is removed and reinstalled—something Dell has done at least three times on this device. I never mishandled the laptop, and I shipped it properly. Yet Dell continues to deny repair for actual internal issues, citing cosmetic damage as an excuse to void coverage.

Per Dell’s own ProSupport policy, cosmetic damage that does not affect functionality is explicitly excluded as a cause to deny service. I’ve submitted context, documentation, and requested a formal explanation, but all I receive are generic responses insisting I must first pay to fix a cosmetic issue before they will even acknowledge the real internal problems.

I respectfully request that Dell review this matter in accordance with its stated policy, and proceed with the repairs covered under ProSupport.