Alienware Support, Singapore, Hinges

Shunkie,

What specific Alienware model?

What specific hardware or software issues?

Have you run the Alienware Diagnostics?

It's a alienware m14x. Issue was my laptop screen cant be closed as the hinge connecting to the laptop was spoilt. The metal piece holding the hinge and the screen was disconnected on the left. I called up the technical support from April and was told to send photos, people behind the phone told me that it's a wear and tear issue / malicious damage under the terms and clause. I requested for the engineer to come down to take a look. After investigating the m14x, it was reaffirmed by the engineer that its not a user fault. Or wear and tear, or malicious damage. Once again I called in to get my case review, the same answer given by the technical officers, you'll have to pay for the screen as It is a wear and tear issue. Despite the engineer who came down, see , touch, feel the alienware, wrote the report in black and white. Saying that it'not a user fault, it's manufacturing defect. Ongoing issue sinceApril, I have yet to hear anything nor spoken to any managers, senior tech staffs refusing to answer my calls. From what I understood from my first few calls was, I am the first person to be having such a defect.

An onsite technician cannot "make" a Dell policy decision. He cannot define a "manufacturing defect". All he can do is replace the parts we tell him to replace. We decide what a manufacturing defect is or is not.

Hinges, like any hardware that are under constant duress, will fatigue due to general wear and tear. We do not define a hinge break as a defect in materials and workmanship. We define a hinge break as a normal wear and tear failure and thus falls under the restrictions of the Dell Wear and Tear policy. This policy is defined by each Dell Region. While we understand your dissatisfaction with the Dell poicy concerning hinges, it is a policy we must follow.

Should the laptop be heavily used every single day, then it ought be considered under a wear and tear issue. The laptop is just slightly over a year, and I bought extended warranty from Dell. It's the same theory as driving a car, and the car handle came off due to wear and tear issue, which is unacceptable.