My son's Studio 1555 had the same problem -- after the run-around between customer care and technical support on this 2 yr old laptop, was told it was just a wear and tear problem, and they denied any concerns with cover/hinge/bezel design. The computer shop I took it to (since it's out of warranty) is the one who flagged for me that Dell has changed the parts for the cover and bezel, as the replacement cover no longer fits the original bezel, and both are needed to repair/replace. Dell technical support denied any change in design/parts from original manufacture and suggested to me that the computer shop I was using was trying to cover up a mistake on their part -- perhaps ordering the wrong parts. Dell offered no concession or goodwill response.
Dell has a problem with the design of this hinge as lots of folks have this problem and it is NOT normal wear & tear. I believe that if you keep trying to contact Dell that eventually you will get to someone that cares about your problem and get it fixed. This is what I had to do to get a Studio 1555 repaired but don't give up on Dell. I can assure you that there are people at Dell that do care BUT you have to get in touch with them!
I called Dell about the same issue in Apri on my Studio 1737. I was given the same answer. Im very disappointed in the way the customer service department handled my issue. I also have a Dell desktop which has been a great product, but after my experience with this issue, i don't think i would ever recommed or purchase another Dell product. Ive always been very careful in the handling of the computer and can hardly believe a hinge would only last 3 1/2 years.
mnlaptop
4 Posts
0
August 26th, 2011 14:00
My son's Studio 1555 had the same problem -- after the run-around between customer care and technical support on this 2 yr old laptop, was told it was just a wear and tear problem, and they denied any concerns with cover/hinge/bezel design. The computer shop I took it to (since it's out of warranty) is the one who flagged for me that Dell has changed the parts for the cover and bezel, as the replacement cover no longer fits the original bezel, and both are needed to repair/replace. Dell technical support denied any change in design/parts from original manufacture and suggested to me that the computer shop I was using was trying to cover up a mistake on their part -- perhaps ordering the wrong parts. Dell offered no concession or goodwill response.
Travis299
147 Posts
0
August 26th, 2011 17:00
Dell has a problem with the design of this hinge as lots of folks have this problem and it is NOT normal wear & tear. I believe that if you keep trying to contact Dell that eventually you will get to someone that cares about your problem and get it fixed. This is what I had to do to get a Studio 1555 repaired but don't give up on Dell. I can assure you that there are people at Dell that do care BUT you have to get in touch with them!
cath57
1 Message
0
April 16th, 2012 05:00
Just wondering if you got your laptop fixed without charge? The left hinge on my computer Studio 1537 is broken and because the
computer is over 1 year old (although still has 4 year in home warranty support), Dell will only fix it if I pay up. So far, I have refused
and argued the case as this seems quite a common problem on the Studio 15 series. Any suggestions please?
Bob from Vegas
4 Posts
0
June 14th, 2012 07:00
I called Dell about the same issue in Apri on my Studio 1737. I was given the same answer. Im very disappointed in the way the customer service department handled my issue. I also have a Dell desktop which has been a great product, but after my experience with this issue, i don't think i would ever recommed or purchase another Dell product. Ive always been very careful in the handling of the computer and can hardly believe a hinge would only last 3 1/2 years.