Laptops General - Read Only

Last reply by 09-03-2016 Solved
Start a Discussion
7 Plutonium
2994125

VLC Media Player WARNING

Note that this is a Legacy FAQ and contains information that is no longer current. See the Update below for current status.

Dell Tech Support is denying warranty service for speaker damage if the popular VLC Media Player is installed on a Dell laptop. Also we got a report that service was denied because a KMPlayer was installed on a laptop. The warranty remains valid on the other parts of the laptop.

VLC has a feature that can make the audio seem louder than other players. VLC achieves this by using a process that creates hard clipping (see below in this thread for explanation) which can damage small speakers. Dell has tested VLC and verified that the speakers can be damaged after several hours of using VLC. I believe that HP (Hewlett Packard) also says that VLC damage is not covered under its warranty.

If you choose to use the VLC player, it is suggested that you do not set the volume higher than 100% in order to avoid potential damage to the speakers. If you contact Tech Support about a speaker problem, it is suggested that you do not have the player installed.

If you have already been denied warranty service for a speaker problem only because you have the VLC player, please see the next post which is marked "Verified Answer". Send DELL - Terry B a private message. The way to do that is to click on his link, which is his name in blue letters. That will take you to his profile page where you can click on "send a private message" or "add as friend".

UPDATE 1-27-2016

As of 3-3-2014 the exclusion no longer applied to models that have Windows 8 or 8.1. The exclusion still applied to Windows 7 systems that did not have the latest audio driver and BIOS installed.

The current version of the VLC Media Player boosts audio to only 125%, not the 200-400% of earlier versions, so the issue might be moot now anyway. (Note that there might still be a risk if you use software to boost the volume over 100%. Dell recommends to not go over 90%.)

UPDATE 6-16-2017

Within the last year we have received a couple of reports of owners being denied service again. My guess is there are a few service reps out there who didn't get the word that the exclusion no longer is supposed to be enforced. Best advice is to remove all media players except Windows Media Player before seeking warranty service for speakers.

Jim Coates -- 18 years on the Dell Laptop Audio boards -- since 2/6/04 

Replies (67)
7 Plutonium
1346

I am also having the same problem with speakers. But representatives said it is because of VLC. They are not replacing the speakers under warranty. Kindly help

Hello. Return to the beginning of this thread (page 1) and read the post marked " Verified Answer". Do what it says in that post.

Jim Coates -- 18 years on the Dell Laptop Audio boards -- since 2/6/04 

2 Bronze
2 Bronze
1347

This does not surprise me Dell has one rule for their customers and one rule for themselves.....needless to say Dell always looks after itself. They will use anything to wriggle out of it.

If they agree to service the hardware they should make hardware that works with all software.

5 Rhenium
1347

Peed off again,

If you have had an issue with not receiving a service with a dell notebook because of a failure due to VLC player please private message me. Just click on the link in my signature and click start conversation.  In the message please include the service tag of the notebook and any case numbers that you may have received from tech support.  I will be happy to investigate.

TB

Specialize in Laptops, Mobile Devices
#IWork4Dell

2 Bronze
2 Bronze
1347

Dell WOULD.

2 Bronze
2 Bronze
1347

I agree that just voiding the warranty because you have VLC installed is wrong, unless Dell can prove damage caused by VLC.  I only have the small Logitech X140 speakers on my Inspiron 660S, but they're fine just for listening to songs I've downloaded while I'm surfing the net.  I use QuickTime and Real Player rather than VLC.  If I really want to crank it up, I have a Sony Sound bar and wireless sub woofer hooked up to my HDTV and Blu Ray and I've got my songs on a flash drive that I can play through the Blu Ray.

5 Rhenium
1347

I agree with you mesa_jake and again I would like to invite again any one that has spoke to tech support with a sound issue that has been refused for service to contact me.  Shoot me a private message and include the service tag of the system, any case notes given by tech support and we can go from there.

TB

Specialize in Laptops, Mobile Devices
#IWork4Dell

2 Bronze
2 Bronze
1348

if the speakers in a laptop didn't suck so much we wouldn't need to use vlc player to have any decent volume levels

2 Bronze
2 Bronze
1348

i love this brand..

2 Bronze
2 Bronze
1346

Hi ,

I faced this issue. I have my laptop inspiron 3420 service tag <Admin Note: removed per privacy policy~RK>. 

I am facing Sound issue from one week before I raised complain to Dell Customer care. The service request number is <Admin Note: removed per privacy policy~RK>

During the call they asked what are the media player installed on your Laptop I told them i have Widnows 8 VLC and media player. And they eventuallu said you installed VLC so warranty cannot be provided.  I raised complain on 20th Of May 2013. and in my laptop Installation date of VLC is 19 may 2013..

I used the  VLC only  once since I have to give a client presentation. Also my VLC support only 200% amplification.

I explained this to customer care also but neither they respond not send any technical man to check that the Speaker are damange by VLC.

How in one night Speaker get damaged. It simply put a question mark on quality of product.

Please look into this.

waiting for your response. 

Thanks

Ashutosh

2 Bronze
2 Bronze
1346

hi

i have recently purchaged dell vastro 2520. Now my left side speaker is not working and dell is saying "we cant cover this type of damage.it is due to VLC player(third party application).So now can u help me plz.

contact info

Mr kartik v

Phone:<TOU Violation>

E mail: <TOU Violation>

Service tag:<TOU Violation>

Latest Solutions
Top Contributor