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December 15th, 2025 18:15
Repeated hinge failure
Dear Dell Escalation Team,
I am writing to formally escalate a serious issue regarding my Dell Inspiron 15 3511, which is still under active warranty.
The laptop hinges have failed repeatedly and have now broken for the third time, all under normal usage conditions. There has been no accidental damage, drop, or misuse at any point.
Despite this, the service center has refused warranty coverage, categorizing the issue as “physical damage”, which I strongly dispute. A structural component failing three times clearly indicates a manufacturing / design defect, not customer-induced damage.
This model (Inspiron 15 3511) is widely reported to suffer from hinge and hinge-mount failures, including cases documented on Dell’s own community forums. Denying warranty in such a scenario amounts to deficiency in service.
I request the following:
Immediate approval of hinge repair/replacement under warranty, OR
A written justification citing the exact warranty clause under which coverage is being denied.
Model: Dell Inspiron 15 3511
DELL-Jesse L
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December 16th, 2025 09:20
Click here to view the Dell Hinge Policy and how to contact our support agents.
To receive assistance from Dell chat support, they need to verify the warranty status and ownership. Then you must troubleshoot with them. Click the "Get Help Now" icon on the right to start a live chat session. If already out of warranty, click here for the Dell out of warranty offering.
user_8a7fa4
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December 16th, 2025 10:57
@DELL-Jesse L
Dear Dell Escalation Team,
I am referring to Dell’s published hinge / hinge assembly policy, which clearly states that if a hinge fails within the purchased warranty period, Dell will investigate to verify that the failure was not customer-caused damage, abuse, misuse, or accidental damage.
In my case, the hinges have failed three times under normal usage, with no accidental or customer-induced damage. Repeated failure of a structural component after replacement strongly indicates a design or material defect, not wear and tear.
The policy does not define laptop hinges as consumable or wear-and-tear items, and no technical findings have been shared with me to justify denial under the stated exclusions.
I therefore request a policy-based reconsideration of this case and approval of hinge repair/replacement under warranty, or a written technical report explaining how this failure qualifies as customer-caused damage under Dell’s own hinge policy.
Additionally, I would like to point out that my laptop was purchased in April 2022, prior to the introduction/publication of the hinge policy being referenced. Warranty terms applicable at the time of purchase cannot be modified or applied retroactively.
Kindly confirm that the denial of coverage is based strictly on the warranty conditions in force on my purchase date, and provide a copy of the relevant clause from those terms.
(edited)