Dell is Losing A Customer Over a Cheap Cast Iron Hinge

Question

I have been traveling, so have not been able to register and post until now. I reported this problem with the E1705 laptop hinge on August 1: 'Problem Description: COMPLAINT ABOUT DEFECTIVE HINGE ASSEMBLY ON E1705 NOTEBOOK You are about to lose a customer over a cast iron hinge assembly that probably cost you less than a dollar to manufacture. I purchased an E1705 notebook in April 2006, which has only seen light to moderate use. On July 30, 2007, the left hinge assembly broke off its anchoring, as the small screws holding it together popped loose. The hinge is now jammed between the front trim bezel and the case/LCD frame. The front trim bezel is warping under the pressure of the jammed hinge, and the plastic/metal case is cracking and chipping. When I try to close the laptop, the case/LCD does not close properly because it is misaligned due to the jammed hinge. A mechanical part should not break after slightly more than a year of light to moderate use, unless it is defective or based on a design flaw. When I called customer service on July 31, they transferred me to Out of Warranty Service, who informed me it would cost $199 to repair this defective/broken hinge. No rational person would pay that amount for the repair/replacement of this purely mechanical part. I would like to ask Dell if you would be willing to make this repair free or for only the cost of the parts. Otherwise, every day now, I look at this deformed chassis/frame of the notebook, and I am reminded why I should never purchase a Dell again, and that I should warn anyone I can not to make the same mistake I did. I look forward to your response. Thank you.' The only response I got was from Dell's India customer service center saying that my laptop was no longer covered by warranty. So long, Dell!

DELL-Donald K · Answer

You determined the length of your warranty when you purchased the system, so part of this issue is yours to bear. This is a user to user forum provided by Dell to allow Dell users to assist each other, it is not generally monitored by Dell to resolve customer problems. You can try the link listed below, to see if you can get traction on your request to get Dell to fix the system that is no longer under paid warranty. Unresolved Technical Support Issues

AussieChris · Answer

Hi,   Have a look here. http://www.parts-people.com/index.php?action=item&id=3258&prevaction=category&previd=141&prevstart=0 This may be what you need. If you are just out of warranty, they often cover it, but a warranty is for the time you pay for not more. People often save money going for a short warranty, then demand free service when something goes wrong. That is the chance you take, I suggest going for the longest warranty.                                                                              Regards Chris

I love dell · Answer

:smileysurprised:

timthumb · Answer

LostCustomer2007 wrote:
I have been traveling, so have not been able to register and post until now. I reported this problem with the E1705 laptop hinge on August 1: "Problem Description: COMPLAINT ABOUT DEFECTIVE HINGE ASSEMBLY ON E1705 NOTEBOOK You are about to lose a customer over a cast iron hinge assembly that probably cost you less than a dollar to manufacture. I purchased an E1705 notebook in April 2006, which has only seen light to moderate use. On July 30, 2007, the left hinge assembly broke off its anchoring, as the small screws holding it together popped loose. The hinge is now jammed between the front trim bezel and the case/LCD frame. The front trim bezel is warping under the pressure of the jammed hinge, and the plastic/metal case is cracking and chipping. When I try to close the laptop, the case/LCD does not close properly because it is misaligned due to the jammed hinge. A mechanical part should not break after slightly more than a year of light to moderate use, unless it is defective or based on a design flaw. When I called customer service on July 31, they transferred me to Out of Warranty Service, who informed me it would cost $199 to repair this defective/broken hinge. No rational person would pay that amount for the repair/replacement of this purely mechanical part. I would like to ask Dell if you would be willing to make this repair free or for only the cost of the parts. Otherwise, every day now, I look at this deformed chassis/frame of the notebook, and I am reminded why I should never purchase a Dell again, and that I should warn anyone I can not to make the same mistake I did. I look forward to your response. Thank you." The only response I got was from Dell's India customer service center saying that my laptop was no longer covered by warranty. So long, Dell!

Last time I checked, no other computer manufacturer will provide warranty service for a warranty that has expired. If you find anyone that does, note that the warranty may not have much value as they will be quickly bankrupted by the costs.

The fuel pump died on my car at 47,000 miles. Although that is early for a fuel pump to die, I had to pay to have it fixed myself because I did not have the basic 3 year/36,000 mile warranty extended.

I'd suggest checking around for local repair shops that may be able to do the repair for less money.

4e07bc1a72c34d2 · Answer

Buy the part yourself. Find a good computer tech and have it replaced.

I love dell · Answer

get a GURU to fix it

Dev Mgr · Answer

This is an example of why I paid extra for the 4 year complete care warranty (covers everything but fire and theft pretty much) on my 1705.

AussieChris · Answer

Dev Mgr,   That was my point, I doubt you got cast iron hinges either !                                                                      Regards Chris

I love dell · Answer

More like steel.

Locked Topics – Laptops General

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