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September 14th, 2022 07:00
Inspiron 15 3511, LCD screen issue
Hi, having had quite a few Dell laptops (most of which are still working) and had excellent service from them. I decided to invest in a new Inspiron 15 3511. While still under warranty (April 5, 2022) one of the hinges failed and the LCD trim came out. Dell's service response was exemplary, they sent a courier along with a special case to contain my laptop, and repaired the problem quickly and efficiently.
However, a couple of months later I noticed a black smudge (when the screen had a light background) and what looked like a white crack when the screen had a dark background.
To cut a long story short, the Dell Team has blamed me for the crack which they said occurred under the trim even though there is no damage whatsoever to the case of the laptop!
I've had little success making any headway with Dell Support. Nobody's willing to discuss the issue which I think is a design fault with the laptop's case. It is so flimsy when opening the lid the frame is distorting excessively which I believe has resulted in stressing the LCD. The other point is there are quite a few people who are having the same problem, especially with hinge failure. In my opinion, Dell needs to hold their hands up and recognize this is a design failure. So where does this leave me? Do I have to shell out £157.69 for repair? Am I being unfair?
DELL-Cares
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September 14th, 2022 07:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
DELL-Cares
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27.5K Posts
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September 14th, 2022 07:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
Russ DT
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September 7th, 2023 01:48
I have this issue also (cracked screen) and did nothing to cause it. Did some research and the issue is really that the hinges are too tight. Many complaints and several videos on this. Now if we could just get Dell to understand they have a defective product.
RetiredEngineer901
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October 20th, 2023 13:54
I believe I also have this LCD issue that occurred this month. Dell is currently refusing to replace the LCD under warranty saying its clearly damaged; the infererence is that I have somehow caused the"physical" damage to the LCD during normal use. I was using the laptop when its actually failed in real time and I took a picture where you can see the jagged horizontal line appeared across the LCD, before the screen eventually went black. I think there is as design issue here or it was dropped during transit and I have suffered a latent fault in the field as a result. I have refused to accept going via the "out of warranty" repair cost route because if I agree to pay for a repair, I fear the same thing will happen in a few months and I'll be back to square one again. The Dell repair cost £157.69 back in 2022 quoted is bound to have increased. Dell sales/support just dropped the call on me and have not contacted me back yet................I have told them this product is not fit for purpose in my opinion since a laptop by its nature needs to be more robust than a desktop. I've been using Dell laptops for over 30+ years in my work career as a technical support engineer and can say this has never happened to me before.