Dell XPS Laptop - Cracked Screen Not Accidental - What do I do?

tekton23

Hi,

I recieved my brand new Dell XPS laptop that I have been waiting months and saving to buy last week. I just went to start setting it up and as I opened the screen at my desk, there was a crunching sound and the screen cracked as I opened it.

After the shock, I contacted out of hours Dell support and they have told me they class it as accidental damage and I am not covered under my warranty. I don’t know what to do. There was no accident. I just tried to open the screen at my desk, with it sat on a flat surface. No force was used, it was just regulars use. This must be a design or manufacturing issue.

What are my rights here? I have purchased it via Paypal Credit, not a credit card.

Dell support have told me all I can do is contact their sales team from Monday when they open. 

Thanks,

T23

Spies

Has the hinge failed at the lower corner? There have been a spate of vostro and inspirons all with this issue some have lead to a cracked screen.

We have returned about half a dozen under warranty. 

tekton23

Yes, exactly that, lower RHS corner.

Honestly, totally gutted at the moment. 

Spies

tekton23 said:

Yes, exactly that, lower RHS corner.

Honestly, totally gutted at the moment. 

Call them tomorrow and say the hinge has failed,  they have to repair it,  it's a common failure.

It will either be collected and repaired or they will send someone to fix it on site. 

tekton23

Spies said:

Has the hinge failed at the lower corner? There have been a spate of vostro and inspirons all with this issue some have lead to a cracked screen.

We have returned about half a dozen under warranty. 

Did you have an extended warranty that included accidental damage? I did not get the accidental damage option, so they’ve told me tonight it would not be covered. Despite me saying I did nothin other than try to open it, i.e. very regular use.

Spies

Nothing to do with accidental damage,  it's a manufacturing flaw,  hinges are too tight from factory so causes the fixings behind the screen to break and then the screen takes the pressure the hinge should be taking and cracks.

None of the returns had extended warranties. 

tekton23

Spies said:

Nothing to do with accidental damage,  it's a manufacturing flaw,  none of the returns had extended warranties. 

…and sorry did you have to go through the sales team? The ‘Care Team’ are not helping me.

Half a dozen? That’s a huge number, I don’t know how many you ordered? I wonder even if they offer to repair, if I’d be better off with a refund and going elsewhere.

Spies

tekton23 said:

Spies said:

Nothing to do with accidental damage,  it's a manufacturing flaw,  none of the returns had extended warranties. 

…and sorry did you have to go through the sales team? The ‘Care Team’ are not helping me.

Half a dozen? That’s a huge number, I don’t know how many you ordered? I wonder even if they offer to repair, if I’d be better off with a refund and going elsewhere.

We are a computer shop and sold a few. 

I just called the regular support number,  the first time it took some persuasion but now they just ask for a couple of pictures and organise a return, we did a vostro last week which was collected the very next day.

We aren't treated as a business customer (I've never suggested we are to support), so you shouldn't have any issues. 

tekton23

They referred me to Sales yesterday twice. I've just called them first thing and the sales team told me they will not deal with this as it is a care/support issue. Straight back to the starting point!

tekton23

Spies said:

tekton23 said:

Spies said:

Nothing to do with accidental damage,  it's a manufacturing flaw,  none of the returns had extended warranties. 

…and sorry did you have to go through the sales team? The ‘Care Team’ are not helping me.

Half a dozen? That’s a huge number, I don’t know how many you ordered? I wonder even if they offer to repair, if I’d be better off with a refund and going elsewhere.

We are a computer shop and sold a few. 

I just called the regular support number,  the first time it took some persuasion but now they just ask for a couple of pictures and organise a return, we did a vostro last week which was collected the very next day.

We aren't treated as a business customer (I've never suggested we are to support), so you shouldn't have any issues. 

Hi,

Can anyone help? Dell are passing me from team to team, none of whom are asssiting. They are insisting this is accidental damage and I should pay for it to be repaired. I simply tried to open my laptop, sat a desk. There was no accident.

Really dreadful customer service, but I do not know who to turn to now.

T23

Spies

I don't know what else to say other than keep pushing at them, take pictures.

Type Dell hinge issue into Google, there's loads of people with the same issue, I guess its unfortunate your screen also cracked.

Maybe just say the hinge has failed, the tech at the other end wont know if they cracked the screen or not when opening it.