Guide to Accidental Damage issues to your Laptop LCD or Flat Panel not Covered under Warranty or Service Contract

Table of contents

• What is accidental damage (also referred to as Customer Induced Damage)?
• What are the most common types of accidental damage to the LCD panel of a Dell laptop or monitor?
• How do I get my Dell laptop or monitor repaired?
• Best practices for caring for your Dell laptop

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What is accidental damage (also referred to as Customer Induced Damage)

Accidental Damage is any damage due to an unintentional act that is not the direct result of a manufacturing defect or failure. Accidental damage is not covered under the standard warranty of the product. Such damage is often the result of a drop or an impact to the LCD screen or any other part of the product which may render the device nonfunctional. Such types of damage are only covered under an Accidental Damage service offering which is an optional addon to the basic warranty of the product. Accidental Damage must not be confused with an occasional dead or stuck pixel on the LCD panel. For more information about dead or stuck pixels, see the Dell knowledge base article Dell Display Pixel Guidelines.

Is accidental damage covered under the basic warranty of my Dell computer?

No, accidental damage is covered for Dell computers or monitors which are covered under the Accidental Damage Service offering for that specific product.

For more information about Dell Limited Hardware Warranty and Dell's Accidental Damage service offering, see the Dell Warranty & Support Services page.

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What are the most common types of accidental damage to the LCD panel of a Dell laptop or monitor

Cracks, Scratches, or Broken glass

The LCD glass on the display is manufactured to rigorous specifications and standards and will not typically crack or break on its own under normal use. In general, cracked, or broken glass is considered accidental damage and is not covered under the standard warranty.

Figure 1: Example of a display panel with scratches.

Figure 2: Example of a display panel with cracks and broken glass.

Black splotches or ink spots of various sizes

The internal glass has cracked allowing the liquid crystal to pool into areas of the screen.

Internal cracks typically occur due to excessive force on the screen. This can be the result of some object hitting the screen, a drop, or attempting to close the lid while an object is on the keypad area, or even holding the laptop by its screen.

Figure 3: Example of black splotches or ink spots on the LCD panel.

Figure 4: Example of cracked or broken screen with black splotches or ink spots on the LCD panel.

Dark or light spots of various sizes

Spots typically occur due to an external force hitting the screen causing damage to the LCD panel's backlight assembly. While the top layer did not crack or break, the underlying area was compressed and damaged causing this effect.

Figure 5: Example of dark spots on the LCD panel.

Figure 6: Example of dark ink spot on the LCD panel.

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How do I get my Dell laptop or monitor repaired

If your Dell laptop LCD panel has any accidental damage but the laptop is not covered by the Accidental Damage service offering, contact Dell Technical Support for repair options.

How do I get my Dell monitor repaired if it is not covered by the Accidental Damage service offering?

Dell monitors cannot be repaired by an on-site field engineer or at the mail-in repair center. If you notice any damage to the monitor, you must purchase a new monitor.

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Best practices for caring for your Dell laptop

Laptop users can strive to make the most of their laptop to maximize stability, longevity, and usability. Understanding and implementing a few best practices for the safe handling of their laptop will enable them to enjoy their laptop for many years to come. For more information, see the Dell knowledge base article Dell Laptop Best Practices for Care, Use, and Handling.

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