Inspiron, defective hinge, complaint about Dell policy

Question

I bought my Dell Inspiron in October 2022. Right away I noticed there were connectivity issues with the wireless mouse where the cursor on the screen would freeze up. These issues led to an onsite repairs, which did not solve the problem, and, eventually, to me having to send the computer in for repairs in May 2023. The solution, I believe, was that Dell sent me a whole new computer which I got in May 2023. I'm pretty sure it was a new computer because I had to reload all my software and the keyboard's space key requires extra pressure to make it work. With the new computer the mouse/cursor problem was mostly fixed (I'm still having the issues but less frequently) but right away I noticed that the hinges between the screen and the body of the computer were very stiff and made creaking/popping noises when opened. Over time the hinges got progressively looser until in Early November 2024 the left hinge finally broke. I initiated a chat with Dell tech support on November 15 but was told that the hinge issue was 'normal wear and tear' and not covered under the Dell support contract I purchased in September 2024 (I also previously purchased a support contract in October 2023). The chat support person sent me an 'out of warranty' repair quote for $289.64. Finding myself in a state of anger and disbelief that Dell would not fix this problem. I waited a few days and then called Dell support. The nice lady, who I had trouble understanding, gave me the same response as I got from the chat person. But I believe the hinge problem goes beyond a warranty or wear and tear issue. I've used Dell computers for more than 20 years, at home and at work, and have never had this problem. In the meantime I can't continue to use this computer because of the hinge issue and because the mouse/cursor freezing issue was never fully fixed. So I will NOT recommend Dell products to anyone, will NOT purchase Dell products, and, unless Dell fixes this issue for me, will abandon Dell forever and purchase my new laptop from a Dell competitor. And I never ever want to hear another chat/phone person tell me 'Thank you for choosing Dell'! -Nathan

Anna U · Answer

I have been having the same issue with my defective inspiron computer. Thankfully, it has been covered under warranty thus far. But this is now the 3rd time I will be sending my laptop back for a repair that I know won't last.

I was hoping this last repair would at least last through the end of the warranty, but it has not even lasted 2 months.

The right hinge snapped and the screen is distorted. I feel frustrated to be stuck with defective equipment that I bought to last through college. I can say with certainty that I will not be making another purchase from Dell if this issue doesnt get fixed and will switch to a brand that makes sure my screen will stay on.

<Read = Dell USA hinge/hinge assembly policy DELL-Admin>

howardlm1 · Answer

@Anna U​ I has laptop hinge problem too so I understand your frustration. I bought a new Inspiron and after a few months 1 hinge become very tight apparently. When I opened the laptop the plastic case around the hinge shattered because it couldn't take the stress. They fixed it and send it back wiped clean. Thanks very much. Later I decide to order a battery from the Dell webite. I take it apart and the new battery doesn't work because they're website sold me the wrong battery. The flat cable connector to the battery is so poor that the old battery would not even make a proper connection. Now the battery won't charge and it only works if plugged in. Dell laptops appear to be junk as far as I'm concerned. I've been  using Dell products a very long time, but I have never seen their quality so bad. I asked for a refund of the old battery. They said throw it away. It wasn't worth sending back. They asked me if I wanted to order the correct battery? I said 'no. I'm done with this junk.' I bought a Lenono mini ideacenter and love it. I will never buy Dell again. P.S. They even accused me of buying the wrong battery.

Patsy4wayne · Answer

I bought my Del Inspirion in May 2022. I noticed right away that I had to use 2 hands to open it...one to hold the bottom down while the other hand lift to top. I didn't start having a breakdown of the plactic case and hinges until about a year ago. I keep a binder clip holding the case in place, which means I never close my laptop anymore hoping Dell will step up to the plate, stand behind their product and fix their defective hinges before my computer completely breaks. I hop they do!! If not, I will never buy a Dell again. You have to have trust in the company that they will produce good quality products and stand behind them.

I have also had an issue with my batter getting hot. We cleaned the vents and it still gets warm/hot if the computer is on a long time. Now, my battery won't hold a charge for more than a day. :(

Other than those 2 fixable issues Dell should stand behind, I have really liked my laptop

Leftover Tech · Answer

Same issue here with a customer computer.
This is one of those customers who treats her laptop like an invalid. Even opening or closing the lid is an event.
Sadly, the right hinge broke away from the lid for no clear reason. I even found the plastic piece with the threaded brass in it, so it clearly did not break due to customer craziness. The plastic simply broke away from the base to which it mounted, damaging surrounding parts.
Attempts to communicate with Dell (since this is clearly a known issue) result in the chatbot moving to "you cannot type now" mode. LOL

Patsy4wayne · Answer

I feel bad for your customer.  I hate chatbots when they can't answer your questions or help you.  The least they could do is connect you to a real person that could help you.

Inspiron

Inspiron, defective hinge, complaint about Dell policy

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