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April 28th, 2023 05:00
Monitor / display failure - XPS
I have a question related to warranty. I purchased an XPS 9520 and have had it for about three weeks. Last night my wife was using it, she started to close the laptop and the screen developed vertical lines on the left third of the screen.
I have consulted with Dell representatives and sent them a photo per their request. Their assessment is the screen is damaged so Dell won't cover the issue. It is true the screen is physically damaged but it is not thru any sort of abuse or misuse. How can this be? Has anyone else had this experience or can you provide any guidance?
I'm not really keen on paying to repair something that is/was defective.
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freddurst321
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April 28th, 2023 07:00
Thank you for the reply.
"What's damaged?" you say; the screen. No, the hinge is not damaged as far as I can tell. An again, no, we didn't do anything accidently. There was nothing between the screen and palm rest.
This was a failure due to a defect in manufacture of a component or assembly.
Apparently that isn't a consideration and Dell representatives are trainied to categorize any physical damage as the fault of the customer. Very disappointing.
ejn63
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April 28th, 2023 07:00
" It is true the screen is physically damaged"
What's damaged? If the hinge clearly has broken, you likely have a case to pursue.
If it's just a screen that's damaged, it sounds very likely there was an object between the screen and palmrest that probably damaged the display -- that is accidental damage that isn't covered by warranty.
ejn63
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April 28th, 2023 10:00
No manufacturer will cover evident physical damage to a screen under warranty.