Inspiron 3520 (2022), hinge break

I am writing to express my concerns regarding a recent interaction with Dell Tech Support. Unfortunately, I found the exchange to be both unprofessional and lacking in any genuine willingness to assist. To provide some context, the issue began yesterday when I tried to use my Dell Inspiron 15 3520. Upon opening the laptop (from the center, as intended), I heard a loud cracking noise, which resulted in the screen being destroyed and the bezel detaching from the panel.

Upon further inspection, I discovered that the inlaid standoffs, which only pass through the hinge bracket, had completely pulled out of the plastic casing. This prevented the hinge from functioning correctly, leading to the damage of the screen and bezel. I want to emphasize that the laptop has never been dropped, spilled on, or treated harshly in any way. It has always been kept on a desk, either at home or at work. I am extremely disappointed in the design of this laptop, and I believe this could be the result of a manufacturing defect or design flaw. The hinge mechanism is crucial to the functionality of the laptop, and it is concerning that such damage occurred with no prior signs of wear and tear. This seems to be an issue that could affect other users of the Inspiron 15 3520 or similar models.

Given that my warranty expired only this past February, I reached out to Dell Support in hopes of receiving understanding and a resolution. Unfortunately, I was told I would need to pay over $60 just to have the damage assessed, before receiving a quote for any potential repairs—an outcome I find unreasonable.

From my own investigation into the hinge mechanism, I strongly believe that the Inspiron 15 3520 (2022) and potentially other models with similar chassis designs have a major structural flaw. The plastic components simply do not have the durability to withstand the constant opening and closing of the laptop, making them prone to failure. This issue is further supported by other users who have reported similar hardware failures, including on Dell’s own forums.

At this point, I truly believe this is a design issue that warrants attention, and I would go as far as to suggest that the product be recalled.

I apologize if my frustration comes through in this message, but as you can imagine, this situation has been incredibly frustrating. I am a college student working full time in IT, and I simply do not have the time for unnecessary delays or complications with Dell Support. While I have always been a fan of Dell products, I am now considering switching to another manufacturer if this issue cannot be resolved.

Thank you for your time and consideration. I look forward to hearing back from you and hope we can find a suitable resolution to this matter.