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August 23rd, 2013 04:00
Inspiron 3521 Faulty Touchscreen
I bought the above laptop 14 days ago for a client and the touchscreen developed a fault. An engineer came out and diagnosed that the screen had been "damaged" by the user. The user has not damaged the screen. She has only used the laptop in a normal fashion. She was told she would have to pay for the screen but that the labour would be done under warranty. This doesn't make sense to me. My client has not damaged the screen: the screen has developed a fault. If Dell honestly believed that my client had damaged the screen, then labour would not be done free "under warranty".
Has anyone else had a problem with their touchscreen?
Thanks in advance
Jenny
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DELL-Saharsh K
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August 23rd, 2013 12:00
Hi Jenny,
Its sad to know that the system has developed a defect on the LCD. However, since our certified technician has identified that it is not a design failure but the defect has developed due to users negligence, its repair will not be covered under warranty. The reason you are offered free labor could be an exception scenario considering it is a recent new purchase.
Please reply if you have any questions.
Jenny_hen
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August 23rd, 2013 13:00
Hi Saresh
Thank you for your reply.
After posting this question on the forum, a Dell representative contacted my client and asked them a few questions. After answering the questions, the Dell representative said "I believe you have not damaged the computer, we will repair the laptop under warranty". So, you see, it is possible for an LCD to go faulty WITHOUT there being any damage - accidental or otherwise. Other users - be aware of this problem!!
I personally will not be advising my clients to purchase any device from Dell that has a touchscreen!
Jenny
DELL-Saharsh K
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August 23rd, 2013 14:00
Hi Jenny,
Glad to know that the issue has been taken care off. Although this is not the normal course of action taken to resolve such issues, Dell has taken exception for you. I apologize for all the inconvenience caused.
Feel free to reach out to us if you need any further assistance.
Jenny_hen
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August 24th, 2013 01:00
Hi Saharsh
I'm glad it's been resolved as well. But I don't understand your comment about Dell taking an exception for me. It is clear that Dell touchscreens can develop faults through no fault of the user. It is extremely unfortunate that my client had to prove her innocence before Dell reacted appropriately. I had a 30 min call to Dell with a manager who absolutely assured me that the only way a touchscreen can fail is if the user has damaged it. I knew this was patent nonsense when I heard it.
The whole experience has left a nasty taste in my mouth as far as Dell products and services are concerned.
Regards
Jenny
DELL-Saharsh K
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August 26th, 2013 18:00
Hi Jenny,
I apologize for all the inconvenience caused in getting the system repaired. I am glad to know that the issue has been taken care for you. Feel free to reach out to us if you need any assistance.