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jroedel
1 Copper

Customer Care

I was a bit disappointed with contacting customer care today about my Dell Inspiron 13-7359 laptop.  I purchased this laptop this past March so the unit is still under warranty.  I contacted support because three of the four rubber feet on the bottom of my computer had fallen off in the past couple of weeks.  I know this sounds like a trivial issue but with this laptop it is actually important because it is a 2 in 1 laptop.  The keyboard part of the computer can be folded under the screen so you can use it as a tablet.  When you do that and the feet are missing on the bottom the first thing it does is twist the screen slightly when pressure is put on the screen while using it.  It also does not give any cushion between the bottom of the laptop and the back of the screen when in this position.  When using this laptop on a table it again rocks on the one foot that is still there and allows the computer to easily slide on a smooth table.  When I talked with support the person I was dealing with did sound like he wanted to help me but he had to put me on hold to talk to his manager and the manager blew my problem off as a consumable item and would not help me.  In my eyes, if three out of the four feet fell off I see it as a poor quality glue was used to hold these feet in place.   If anyone else has had this issue can you please tell me how you resolved it or any suggestions on a different department to contact to get replacement feet sent to me.  Thank you!

1 Reply
Moderator
Moderator

RE: Customer Care

Hi jroedel,

Thank you for posting your concerns on the Dell Community Forum Customer Care Board. Please accept my apology for any frustration or inconvenience this matter may have caused.

This will advise I support US consumer customers with their customer care issues (Tracking their order, how to pay their bill, etc.) and I am unable to troubleshoot your system or offer any technical support. I was able to confer with our corporate technician who stated the feet are not essential to the operation of the system and that unless you purchase a new bottom cover, we are not able to provide a part number just for the rubber feet. I was able to google 2 in 1 laptop bottom feet and found a few sources that have a variety of system model replacement rubber feet available.

I trust this information is helpful,
Lorna


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