Inspiron 15 3520 hinge problem

Question

I purchased an inspiron 15 3520 in October 2022 and gave it to my adult son December 28 2022. He started using it at that time. It is now less than four months later and the hinge appears to have broken causing the bezel to pop off and the screen is now having black streaks on the side and the bottom. I have called Dell support, the first agent would not help me so I escalated it to a second agent who also would not help me They both claim that Dell will not fix this under warranty and they cannot even submit it because it will either be kicked back or when they get the computer they will refuse to fix it under warranty.

My son takes great care of his equipment he does not walk around with it open and he has never dropped it or slammed it into anything. I've read about hinge problems on Dells in the past. My problem is this it appears to me to be a manufacturer's defect which is covered under the warranty. The representatives that I spoke to say that it is not a manufacturer defect, It is not covered, and they will not fix it. Does anyone know how to get someone via email or on the phone that can actually solve this problem? If this were something my son did I would pay to have it fixed but this is something that just spontaneously went wrong.

They also claim that it is not a known issue which sounds like a complete load to me as an Internet search says otherwise.

Thanks for any help anyone can provide.

fireberd · Answer

See This: Dell hinge/hinge assembly policy

Dellfor15years · Answer

Thanks for the quick response, I tried the chat per the hinge policy and this is the response that I received.

As per dell policy, the issue you've came with is not covered under warranty that you've with the system. I can help you purchase the Hardware repair solution and set up the depot service.
I said: " explain to me specifically why this line in quotes does not apply "Like all mechanical devices, hinges could be subject to failures. Consequently, we provide warranty coverage " "
NANDINI W : "No problem Alexander, I will arrange a call back from our consult team."

This is basically the same response that I received via phone earlier. hopefully the person that calls me back from the consult team understands the policy.

fireberd · Answer

Too bad.  As I'm not a Dell employee, referring you to the policy is (sadly) all I can do.

Dellfor15years · Answer

I followed that policy and was told that a customer expert would call me and that was nine days ago. Since I did not receive a call I tried to chat again and they blew me off telling me that I have to pay for it. If anybody has any suggestions how to resolve this I would appreciate it.

pradeeplt · Answer

It is with great disappointment that I recount my recent encounter with Dell, an esteemed technology company. I purchased a Dell laptop merely three months ago, only to encounter a series of distressing issues that have left me utterly dissatisfied. The hinge of my laptop abruptly broke, resulting in a blurred screen with noticeable lining. Regrettably, Dell has chosen to deny my warranty claim, displaying a disheartening disregard for customer satisfaction. Dell's response to my concerns has been both frustrating and disconcerting. It is evident that they are fully aware of the hinge and screen issues plaguing this particular laptop model. Yet, despite this knowledge, they persist in refusing to accept responsibility for rectifying the problem. Instead, they expect customers like myself to bear the financial burden of repair, essentially forcing us to pay out of our own pockets. Throughout this ordeal, Dell's design team has showcased a shocking lack of professionalism and competence. Their inability to promptly address the issue has resulted in weeks of inconvenience and frustration for me. Regrettably, after much delay and unnecessary back-and-forth, Dell has finally conveyed their decision to refuse any form of financial compensation.

<Forum Code of Conduct violations. Also read, " Dell hinge/hinge assembly policy". DELL-Admin>

Brad L (retired) · Answer

I just sent you a Private Message, please reply when you have a chance.

Rishita1 · Answer

Facing the same issue of hinge breaking abruptly

Rishita1 · Answer

I too faced the problem. The hinge came off on its own just after 2 months of purchasing the laptop. Neither was the laptop dropped nor banged anywhere. Looking for solutions to fix the problem

DELL-Jesse L · Answer

If still inside the purchased warranty, contact the Get Help Now icon on the right to start a live chat session. Provide to them the private Service Tag and all of your troubleshooting.

If out of warranty, click here =
How to Arrange an Out of Warranty Repair on Your Dell Computer

Inspiron

Inspiron 15 3520 hinge problem

Was this post helpful?