<Do not start multiple threads. Private data removed from public view. DELL-Admin>

I am writing to escalate the ongoing case regarding the hinge issue on our Dell device. We have already raised a case and shared the pictures (OIC) showing that there is no visible damage to the device. Despite this, we have been informed that the issue will only be covered under the Accidental Damage Protection (ADP) plan.

This is concerning, as no physical damage is evident, and the problem appears to be a manufacturing or quality-related issue. What’s more frustrating is that we were told the device would be covered under ADP without even verifying whether damage actually exists. This raises questions about the fairness and accuracy of the assessment process. We are open to further inspection and, if genuine damage is found, we are willing to proceed accordingly. However, preemptively classifying the case under ADP without any proper review or opening of the unit is unacceptable. We respectfully request that this case be reviewed again by a senior technician or escalation manager. Our expectation is for this issue to be handled under standard warranty, as there is no clear evidence of accidental damage. Looking forward to a fair resolution.