Hello Dell Community,
I am having major issues with Dell warranty support and am posting here in hopes that I can actually get some traction on the issue.
I purchased a new Dell Inspiron 7415 in December, 2021. On March 1, 2022 the right hinge popped out of the socket and broke making reassembly impossible. This device was not abused or mistreated in anyway - we simply went to close it from tablet mode one night and it broke.
I reached out to warranty support as the device was less than four months old and have been very disappointed with the response. I have called, chatted, and emailed multiple times without making any progress whatsoever. The in-warranty department tells me to call the out-of-warranty department, yet the out-of-warranty department tells me to call the in-warranty department. No one can do anything other than tell me to send it in at my expense without an explanation of why it isn't covered. I have requested a response in writing as to why a brand new computer breaking during the first few months during normal operation is not covered under warranty, and I was told that they can't help with that over email. Yet the calls I have become endless redirects and disconnects.
I am beyond frustrated as the computer and screen are fine - it is just the hinge. I have been a Dell customer since 2005 and have never had problems like this before, yet a quick Google shows the hinge issues are common place for this model (should have done my research better before buying). This is a known issue.
Can anyone please help me figure out who I need to contact to fix this issue under warranty without having to wait on the phone for hours only to be told to call someone else or that it isn't covered? Thank you.