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Dell Laptop Hinge Policy (Updated 1/19/18)

 

In our usability labs with volunteers, we noted that the wear and tear on the left hinge was in how users repeatedly and incorrectly opened the laptop lid by raising the right corner putting a twisting torque stress on the left hinge.
Correct = Raise the lid by grasping the center of the lid and opening
Incorrect = Raising the lid by grasping the right corner of the lid and opening which adds twisting torque stress to the left hinge, or vice versa.

Because a hinge is under the "normal wear and tear" policy, it is not covered by the default Limited Hardware warranty nor the Accidental Damage/Complete Care warranty. You will need to pay for the hinge repair using our "Support Service for Expired Warranties" offering.


 

Q. What components fall under the normal wear and tear policy?
A. Hinges, bent or frayed AC adapter cabling, keyboard keys, batteries, rubber feet, hinge cap, faded/scratched palm rest bumper feet on LCD, faded/scratched bottom plastic, plastic rubber across LCD

Q: The onsite technician said that the hinges are a manufacturing defect?
A: An onsite technician cannot make a Dell policy decision nor define a "manufacturing defect". All he can do is replace the parts we tell him to replace.

Q: I bought the Accidental Damage/Complete Care warranty. Dell should fix these hinges!
A: Hinges are not covered in the Accidental Damage/Complete Care warranty
Covered =
* Liquid spilled on or in unit
* Drops, falls, and other collisions
* Electrical surge

Not covered =
* Intentional acts of damage done by you or anyone else
* Fire
* Theft or loss
* Normal wear and tear item (see above)

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