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VLC Media Player WARNING
Note that this is a Legacy FAQ and contains information that is no longer current. See the Update below for current status.
Dell Tech Support is denying warranty service for speaker damage if the popular VLC Media Player is installed on a Dell laptop. Also we got a report that service was denied because a KMPlayer was installed on a laptop. The warranty remains valid on the other parts of the laptop.
VLC has a feature that can make the audio seem louder than other players. VLC achieves this by using a process that creates hard clipping (see below in this thread for explanation) which can damage small speakers. Dell has tested VLC and verified that the speakers can be damaged after several hours of using VLC. I believe that HP (Hewlett Packard) also says that VLC damage is not covered under its warranty.
If you choose to use the VLC player, it is suggested that you do not set the volume higher than 100% in order to avoid potential damage to the speakers. If you contact Tech Support about a speaker problem, it is suggested that you do not have the player installed.
If you have already been denied warranty service for a speaker problem only because you have the VLC player, please see the next post which is marked "Verified Answer". Send DELL - Terry B a private message. The way to do that is to click on his link, which is his name in blue letters. That will take you to his profile page where you can click on "send a private message" or "add as friend".
UPDATE 1-27-2016
As of 3-3-2014 the exclusion no longer applied to models that have Windows 8 or 8.1. The exclusion still applied to Windows 7 systems that did not have the latest audio driver and BIOS installed.
The current version of the VLC Media Player boosts audio to only 125%, not the 200-400% of earlier versions, so the issue might be moot now anyway. (Note that there might still be a risk if you use software to boost the volume over 100%. Dell recommends to not go over 90%.)
UPDATE 6-16-2017
Within the last year we have received a couple of reports of owners being denied service again. My guess is there are a few service reps out there who didn't get the word that the exclusion no longer is supposed to be enforced. Best advice is to remove all media players except Windows Media Player before seeking warranty service for speakers.
DELL-Terry B
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June 17th, 2013 12:00
kartikvora,
I will send you a friend request shortly so that we may discuss the difficulties the sound issue that you have experienced with your Vostro.
TB
kartikvora
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June 17th, 2013 12:00
This is, of course, complete nonsense.
VLC uses software amplification, so at worse, you clip everything. It's like saying that you should not listen to metal or experimental music because it is more saturated and might destroy your speakers. The software cannot make the difference.
VLC only uses the normal system APIs, so at worse, it will have a fully saturated output, that could be caused by the input OR the software amplification. If the laptop speakers cannot hold what the audio card is outputting, the issue is in the drivers.
Jim Coates
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July 11th, 2013 07:00
Several times in this thread Terry_B has said to send him a private message if you find yourself in this situation, so your best bet is to do that. Click on his name -- in any of his posts up above -- to get to his personal page, then "Start Conversation".
thinksoft
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July 11th, 2013 07:00
yes ,
i was denied replacement of my laptop speakers by dell as vlcc has been installed on the system
My case number is:- dated:-11/07/2013,dell express service code:-
please do something as my laptop is under warranty ,
From,
vivek kamboj( )
C/o. Thinksoft Computer Solutions
kundankumar
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July 24th, 2013 08:00
i am in same situation please help
kundankumar
14 Posts
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July 24th, 2013 08:00
i did not installed VLC media player but dell has refused to replace my speaker.
i was using those app only gave me dealer at the time of purchase.
kundankumar
14 Posts
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July 24th, 2013 08:00
i in same situation
Jim Coates
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July 24th, 2013 09:00
Several times in this thread Terry_B has said to send him a private message if you find yourself in this situation, so your best bet is to do that. Click on his name -- in any of his posts up above -- to get to his personal page, then "Start Conversation".
I can't make it any clearer than that.
DELL-Terry B
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July 24th, 2013 10:00
Thanks Jimco,
My inbox gets pretty crowded and it can take a little while for me to reach out to everyone, but I will do my best to do so. If any of you have had a issue where tech support has refused service simply because VLC was found installed on your system please shoot me a private message. In the message include your full name, service tag of the system, and any case numbers provided by tech support.
TB
raghavc567
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July 25th, 2013 01:00
so it doesn't means that laptop will be damaged in 1 or 2 days...!! u can't void warrenty...!!
piyush001
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July 26th, 2013 07:00
thanx for answering JIMCO.
TempD_FIXIT_MAN
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August 2nd, 2013 19:00
If your warranty could be voided by using a program in my eyes that would be a dark Day at Dell.. and the first of its kind.. and some how I dont by it would ever be so..
amalmace
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August 19th, 2013 11:00
In my laptop left side speaker is not working. I purchase just before 1 month. I noticed this problem 2 days before as I am normally using external speakers. I called technical support but they told me that as vlc is installed your computer it will not cover under warranty. actually while purchasing nobody told anything about this and also not gave any written documents regarding warranty lapse. Actually I need information regarding any written document of this warranty lapse. Right now I am forced to go for Consumer court.
Jim Coates
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August 19th, 2013 12:00
Hello. Several times in this thread Dell_Terry B has said to send him a private message if you find yourself in this situation, so your best bet is to do that. Click on his name (in blue) to get to his personal page, then "Start Conversation".
SomeshUpare
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August 25th, 2013 20:00
My name is Someshwar Upare from Gurgaon and I get the same problem with VLC player maximum voice. My service Tag is . I have used Inspiron 15 R & warranty period has been expired.My Laptop right side speaker gets damage.Voice is very clumsy from that speaker. Any software solution on the same or provide me service center list in sector 15 Gurgaon Haryana.