Hi everyone,

I’m posting here seeking assistance or an escalation from a Community Moderator regarding an issue with Dell Customer Support over an Alienware keyboard (€160).

The Issue:

The backlighting on the keyboard completely stopped working. To inspect what happened, I opened the housing and found a severely blown/ruptured capacitor (Xficap) and scorched PCB traces right next to the LED power circuit (VLED_1). The component failed during normal use; opening the shell was done purely to inspect a pre-existing hardware defect.

Dell Support's Response:

Upon submitting a support ticket, Dell Support repeatedly rejected the claim, stating: "Opening the keyboard will invalidate the warranty," and offered only a paid out-of-warranty replacement.

The Context (Netherlands / EU):

a manufacturer or retailer cannot issue a blanket denial of statutory warranty rights (Wettelijke Garantie) simply because a device was opened to inspect a failure. To deny coverage, the burden of proof is on the seller/manufacturer to demonstrate that the customer's action directly caused the defect. In this case, the lighting failed before the unit was inspected.

Furthermore, for a premium €160 Alienware peripheral, a catastrophic component failure like a blown capacitor is a clear non-conformity within its expected operational lifespan.

Front-line support has refused to escalate this to a supervisor or compliance officer. I am posting here in hopes that a Dell Community Manager can look into this case and help authorize a proper RMA repair or replacement under statutory warranty rights before I am forced to escalate through official.

Thank you for your help.

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