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My XPS 13 broke
Been using my XPS 9343 for nearly a year now and have been loving it (first thing I did was put Ubuntu 15.04 on it).
Today, I went to re-adjust the angle of my screen and heard a pop. So, I look the computer over and notice that the palmrest assembly and the bottom plate have a gap near the charging port (power cord was never pulling on the socket in-case you were wondering). I grab a Torx screwdriver to try to re-tighten that screw, but it was tight. I take the screw out and notice that the threaded socket where the screw goes is misaligned. So I shut down the computer and remove the bottom plate. The socket where the screw goes broke off. Yep, the magnesium snapped like plastic.
So now, the case is loose in that corner. I found a replacement palmrest assembly (which includes the said magnesium frame) for $45. My question is, would the ProSupport warranty cover this since it may or may not be related to a fall the computer took several months ago, or should I just buy the replacement part and be done with it?
Thanks. Besides this and the occasional hiccup from Ubuntu, this has been a very solid computer.
Thanks. Is there a certain way to reach ProSupport, or do I just go the regular channel and they re-direct me automatically?
I also prepped for changing out the palmrest by moving the Intel and Ubuntu stickers to the hidden compartment on the bottom, where they belong. I don't understand why they were put on the palmrest when these machines have that spot on the bottom for all of the stickers. The system now appears cleaner, typing is easier (I'm not constantly worried about messing the stickers up with my wrist), and the bottom cover sits more flush rather than sunken in. Since the palmrest needs replaced and not the bottom piece, that should be the only time the stickers need to move.So, I went in through the normal Dell chat, and because it recognized my service tag as having ProSupport, it sent me there automatically. They are sending the palmrest assembly, which requires tearing down the entire machine. The normal option is an on-site tech visit, but I opted to perform the repair myself (I fix computers for a living).
root_kit
15 Posts
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Posted March 16th, 2016 13:00
ProSupport Plus includes accidental damage. Can't hurt to just ask even if you don't have the Plus level. Dell's Customer Service has IMHO been very, very good w/ the grey areas.
Worst case scenario, if you purchased your XPS with a credit card, there's a good chance you have a backup warranty (free) that would cover cost/repairs.