Hinge warranty

Question

Does the the 'Dell USA hinge/hinge assembly policy' cover laptops with 'Basic' warranty ? The policy sounds as if a unit is within the purchase date of 24 JAN 2022 and Expiration date 28 JAN 2023, it should be covered if the investigation found 'that the failure was not customer caused damage, abuse, misuse, or accidental damage.' Or, does the term ' purchased warranty period' used in the policy mean that a higher level of warranty coverage needed to be purchased when the unit was purchased? The latter is how 'Warranty Support' interprets the policy. The following is text from Chat: Alex L (3/17/2022, 7:39:11 PM): Checking on the warranty of the system it does not have a complete care warranty to cover damages/accidental damages. As the issue is HW related and not covered in the existing warranty. To help you purchase the Depot service with required parts and labor cost. David (3/17/2022, 7:41:07 PM): There was no accidental damage. I open the laptop and the left hinge malfunctioned Alex L (3/17/2022, 7:41:36 PM): Yes, it could be but still it is physical damage Warranty is now a moot point, I decided to continue to use the computer and the hinges are now really damaged ( have to support the display). The laptop was inexpensive and I will replace it in the fall when I start to travel again. I have used Dell’s for many years, my last one was 9 yrs old with no hinge problems. This Dell is certainly not as rugged as the old one. Now researching for a laptop with strong hinges LOL. Hopefully, this will help someone else with warranty!

Old Snowbird · Accepted Answer

Relative to my postings, The Dell Social Media Team followed up to my posts and was very thorough and stayed on the problem. It was completed to my complete satisfaction. I was a difficult client because I had given up on the situation … they persisted though., If you have a problem and your first outcome with Chat Help was unsatisfactory, post here

DELL-Nat M · Answer

Hi all,

If you're experiencing a broken hinge issues , please reach out to our support team for assistance. You can do this by clicking on Get Help Now located in the bottom right corner of this page.

Our dedicated agents will be able to guide you further, depending on whether your device is still under warranty or out of warranty.

The button is marked with a help icon for easy recognition as per the picture below:

JOcean · Answer

This taken from the FAQ should be read carefully as it spells out the sequence of the hinge investigation and the possible decisions regarding said hinge repairs etc.

* The Get help now agent will first verify the Service Tag purchased warranty and ownership. Then 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

DELL-Cares · Answer

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.

Old Snowbird · Answer

They did not investigate the problem, just told me in chat that it was not covered because it was "physical damage.", Later, I found the Policy statement, which is the reason for my long winded question, should I have purchased additional warranty? I have continued to use the laptop and it is coming apart. My mistake was not checking out the reviews before buying it online from Dell. I had a long history with Dell with not problems.

Inspiron

Hinge warranty

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