Last reply by 05-25-2022 Unsolved
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Broken Hinge Policy - USA

While Dell strives to provide our customers with systems and components of the highest quality and the lowest failure rates, please understand, though, that this practice cannot guarantee absolutely trouble free performance. The Dell Community is a USA based Forum, so the policies discussed here are primarily for Dell USA customers. If you are not in the USA, please contact Dell Technical Support in your country to discuss the applicable Dell policies.

Like all mechanical devices, hinges could be subject to failures. Consequently, we provide warranty coverage and a choice of Service Plan Agreements that furnish our customers with a range of options therefore: 

If the laptop hinge or hinge assembly fails while inside the purchased warranty period;
* If still under warranty, click the "Get help now" icon on the right to start a live chat session
* The Get help now agent will first verify the Service Tag purchased warranty and ownership. Then they will troubleshoot with you. They will investigate the issue to verify that the failure was not customer caused damage, abuse, misuse, or accidental damage. At our discretion, Dell may or may not replace the hinge and/or the hinge assembly, or any other plastics, depending on the findings of the investigative process
* If the system is covered under Accidental Damage Service the hinges may be repaired 1 time per calendar year

However, if the laptop hinge or hinge assembly fails outside of the purchased warranty period, or is a result of customer caused damage, then the customer will be required to pay for the repair and parts using our expired warranty service offering. The customer may also opt to purchase the necessary parts to replace the hinges themselves or have a local technician do the work.

Find your Service Tag

If still under warranty, click the "Get help now" icon on the right to start a live chat session.

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