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November 30th, 2021 17:00

Problem with Hinges Inspiron 3511

I purchased a dell new laptop (model 3511 inspiron) 1.5 months back from the dell authorised dealer. Suddenly It started giving problems with the hinges and now i am even unable to open the laptop due the damage in the hinges.

I registered a complain on the customer care and they assured me to get it repaired with in 7-8 days. After 10 days when there was no reply from them , i called them about the status, they said that parts are not available with dell who manufactured the laptop. Now after multiple followup calls they are offering replacement because of unavailability of parts with company but again as per dell policy it will take another 50-60 days to replace it. 
Now i want to ask dell, what i would do till i get the replacement , who will bear the loss  ?

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23.7K Posts

November 30th, 2021 17:00

Dell is not liable for loss of use -- there is no coverage during replacement.  

And Dell did not manufacture the system - a contractor did, for Dell -- just as with  almost all other notebooks.

You can also ask for a refund -- and then replace the system yourself with one of your choosing.

 

2 Posts

January 21st, 2022 20:00

Update.

I chatted with Dell online CS and they arranged a technician to come and fix my laptop cover. Smooth and fuss free process, i am glad. 

The technician told that this problem was due to the design of the nuts on the cover. Only the first batch of Inspiron is affected and the subsequence ones are an improved version (for the cover). My new cover is the improved version, so wont have the same problem in the near future (i hope).

 

So if you face the same problem, call Dell, they will keep to their service promise, no worries.

Community Manager

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2.3K Posts

April 6th, 2022 13:00

Please read the Dell USA hinge/hinge assembly policy.

If the laptop hinge or hinge assembly fails while inside the purchased warranty period;

If still under warranty, click the "Get help now" icon on the right to start a live chat session

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

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

If the purchased warranty has expired, you will need to pay for Dell service using our expired warranty service offering.

November 30th, 2021 17:00

November 30th, 2021 17:00

Hi,

I asked for the the refund too...but no response.

Also, why should i worry who manufactured , I purchased from dell so dell must be responsible.

December 2nd, 2021 02:00

hey same thing happened to me. They are saying that there are no parts available so what should i do ? please help me ? if you get replacement which model are you getting ?

 

1 Message

December 4th, 2021 22:00

Same problem happened with me. I registered my complaint 10 days ago but still there is no any response i get.

December 5th, 2021 04:00

They are not replying.

December 5th, 2021 04:00

They will not hear , i registered complain 23 days back and no positive reply, keep on waiting, here is no one in Dell to take the action other than junior support executive.

December 5th, 2021 20:00

 what did dell said?

 

6 Posts

December 17th, 2021 11:00

Same issue here, but at least I got a reply.  The reply was that it isn't a warranty item but for a pretty penny they would be willing to fix it.  I'm sorry but when so many people have the same issue, Dell should take a hard look at its quality control.  These hinges being inserted into plastic is a repair waiting to happen.  I bought 2 of these laptops (Inspiron 3511) and both had the same hinge issue within 3 months.  Dell buries its head in the sand and calls it a non warranty issue opting to blame the customer for damaging the laptop.  If you research the issue there is a big problem across many of the Dell laptop product lines, not just the 3511.  Let us know if you get a good resolution from Dell, but I would not hold out hope.  This is my last Dell purchase

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Moderator

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16.8K Posts

December 21st, 2021 06:00

 

 

Update = After completing troubleshooting, a DELL-Cares agent setup service. Note, there is currently a delay due to a backlog of the LCD assembly from the manufacturer.

 

2 Posts

January 15th, 2022 06:00

I have the same problem too today...i got my unit in 3 mths ago and didnt open of close often. After a few times closing it, the problem happened, bottom right side of the screen (hinge) ! This is very disappointing.

i kind of like Dell vs my HP but then happened and this is really unexpected and unacceptable.

Will call Dell on Mon and see what they say.

 

January 16th, 2022 16:00

, it seems I am running to Costco as soon as I get my replacement and say here you go this fine article does not fit my peace of mind needs, gimme my money back and gimme some aspirins for the headache already. 

January 16th, 2022 16:00

Okay, barely 30 days my new laptop hinge just locked up and opening the screen caused it to break, my laptop is useless now I need an immediate replacement, lucky for me I still have not repurposed my old one and I bought this one from Costco so Costco is providing a replacement.  The problem in the future will be who the heavens is going to repair this when the warranty runs out.  Will it be better to just get rid of this "item" and buy a better brand.  I can go to Costco and tell them gimme my money back, please and thank you!  But I better do this right away else I am stuck with a time bad issue. 

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