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May 25th, 2022 12:00

Dell USA hinge/hinge assembly policy

The Dell Community is a USA based Forum, so the policies discussed here are primarily for Dell USA customers. If you are not in the USA, please contact Dell Technical Support in your country to discuss the applicable Dell policies.

* Dell has never provided a "temporary loaner system". Every owner should have a plan in place to have a backup PC and to have done weekly data backups.

* There is no monetary or warranty extension compensation due to a backlog of parts from the manufacturer resulting in delays in service, or for order delays.

* There is no monetary compensation due to the loss of your data.

If the laptop hinge or hinge assembly fails while inside the purchased warranty period, click the "Get Help Now" icon on the right to start a live technical support Chat session.

The agent will first verify the Service Tag purchased warranty and ownership. If still within the purchased warranty period, they will troubleshoot with you. They will investigate the issue to verify that the failure was not customer caused damage, abuse, misuse, or accidental damage. At our discretion, Dell may or may not replace the hinge and/or the hinge assembly, or any other plastics, depending on the findings of the investigative process.

If the system is covered under the additionally purchased Accidental Damage Service the hinges may be repaired 1 time per calendar year.

If the laptop hinge or hinge assembly fails outside of the purchased warranty period, or is a result of customer caused damage, then the customer will be required to pay for the repair, shipping, and parts using our expired warranty service offering. The customer may also opt to purchase the necessary parts to replace the hinges themselves or have a local technician do the work.

If still under warranty, click the Get Help Now chat icon on the right to start a live chat session. If already out of warranty, click here.
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