Dell refuse to replace laptop screen as not covered under warranty??

rhionm

Bought a laptop from dell around 5 months ago, Was working on it Friday night closed it as i normaly do and kept it in my drawer. Booted it up on Saturady afternoon and the screen is broken. By broken I mean that it's like the screen has been hit and all the colours have 'run'. There is no mark on the screen or outercase so it hasn't fallen.

Dell now say that the screen doesn't come under warrenty and that it will be £140 to get it replaced. I have downloded the T&C from Dell but doesn't state nothing about the screen being not covered?

Can anyone help me please?

Thanks

Strider590

You've got to prove you didn't damage it and they've got to prove you damaged.

It doesn't take much to damage a laptop screen, one sharp knock and its "game over man, game over!"

Nobody else in the house could have been taking a curious look at the laptop?

What did you tell Dell when you phoned them?

If you said "it's broken" they'll assume it is physically damaged and therefore "customer abuse".
If you said "it's stopped working", they should have investigated further.

isofa

Can you take a photo and upload it? Might be a screen issue, but equally might be a graphics card issue...

dogmaryxx

Had similar trouble but screen replaced wihin 48 hrs under warranty.Phoned 08443381000, asked to run a few simple tests,then Dell agreed it was faulty. First class service

Seems you will have to be persistant but screens are covered under Dell warranty.

Good luck..

PS Mine was not even bought direct but from e-bay seller who had imported used from USA and had 8 months left on warranty.

worriedsik

I bought the dell inspiron in currys , had it for 29 days and the screen went funny i was not amused as it was just over the 28 day or your money back thing !
of course it was still under the years manafacturers guarantee so had to call Dell they collected it put a new screen on and it was returned to me within a week.

I was not amused though at this hapening to a brand new lap top

rmg1

It's still under the manufacturers 12-month warranty. The screen is an "integral part" of the laptop, and should have lasted longer than 5 months under "normal wear and tear". You'll probably have to phone some sort of complaints department to get anywhere, but stick to your guns.

peter_the_piper

Had trouble with Dell screen from day one, they replaced memory, processor, motherboard and at last the screen. Can't fault their service. I assume that no-one else has access to your drawer and broken it without telling you?

prowla

Dell have (probably rightly) assumed that it has been broken through no fault of theirs.
Warranty is against defects in components and design.
It is extremely unlikely that a laptop screen would spontaneously break, so your only hope would be if you could prove that the design made it likely to.
You may have an insurance policy that will cover it.

rhionm

Thanks for all your replies, I have now sent a picture of the screen to another person at Dell and they are now looking into it, so by Wednesday I should (hope) hear something back!

Thanks!

derrick

Don't forget that under the SoGA the onus,for the first six months, is on the supplier to prove the fault was not there at sale,after 6 months the onus is on you. As the laptop is only 5 months old, let them do the proving.

From WHICH; -
"Six months...and counting" If your claim is about a problem that arises within six months of buying the product, it's up to the retailer to prove that the goods were fit for purpose – or 'as described' – when it sold them. It is also responsible for proving that the problem was caused by you (for example, because you had an accident with the item that damaged it). Beyond six months, it's up to you to prove that the problem was the retailer's."

macman

Screens do sometimes fail spontaneously due to incorrect assembly causing stresses. Dell should examine it. If there is any impact damage, however small, this will be apparent upon inspection and the warranty will not cover it.