Laptop 2 months old and the hinge already broke. Dell said no warranty...

I bought a Dell Latitude E5530 on January 7th, 2013. Not even a month after I got it, I started to hear this loud cracking noise when I would open and close it. I didn't think anything of it and figured it was just the hinges getting broken in. Well yesterday I figured out the hard way that it was actually the hinge BREAKING.

This laptop is only two months old from when I received it, and the hinge has already worn out and broke. It has also broken off the plastic screw tap that holds the hinge to the monitor lid, and the DC Power socket is very wobbly and loose when it is plugged in (though it charges fine and is a separate issue altogether).

I called Dell today and they said that while my laptop is covered under warranty until January of 2015, that this problem is not covered under my "Limited Warranty". She transferred me to someone in Out of Warranty Parts and he said he could have it fixed and shipped back to me for $179, but I would be without a laptop for 7-10 days. It's the end of the semester during my senior year of my undergrad, and I can't just send my laptop off.

Here are the pictures and a video of my issue. Thank you for any and ALL help you can give me. It is greatly appreciated.

Pictures

Video opening and closing the laptop

 

Judging by how I don't see any dings or scuffs, hard to see that it was accidental damage. I am assuming that you didn't drop it or anything. (Non accidental)

My recommendation is to just call back again. A different tech that is. Let them know clearly that this was not accidental. Looks like you were re routed since they thought it was accidental.

but technically, if it was accidental, yes the limited warranty doesn't cover it.

 

She actually specifically asked if it had been dropped or not, to which I told her no. I have taken incredibly good care of it, as I do all of my belongings, and I haven't dropped it or banged it up or mistreated it at all. I guess I'll review their warranty and call them again tomorrow.

 

They will sound doubtful. That's how hinges usually break anyways. Let them know to feel free to let the tech make inspections for accidental drops on the site. Since your laptop looks like there isn't even much scratch, from the HD pics, I don't think tech will much care for it.

 

You can also try contacting one of the Dell Reps here on these forums

 

I would think it would obviously be covered by warranty under workmanship, just based on looking at the stripped screw and the fact that it has made that cracking noise since I got it. I just didn't realize it was the hinge and screw points actually breaking. I'm just worried they're going to try and say that I was the one who stripped that screw out in the first place. I asked a friend who works on computers and he said that even though it came that way from the manufacturer, the fact that it is so easily accessible it will look like it was tampered with.

Is there any such thing as as shops that are Dell authorized that I can take my laptop to and have them take a "professional" look at it, and then that way I'll have their word as well?

That's a great idea, but how do I know who the Reps are?

 

Pro shop? I don't think so. Whole point for Dell is to contract Unisys so they will do all such "Apple Store" jobs.

Try her: http://forum.notebookreview.com/member.php?u=483557

 

Nonsense. Either she didn't understand you or your didn't say it right?

In any event, hinges should not be breaking under normal wear and tear; and certainly not within 90 days. Similarly, any mentioned of abuse is hers to prove. If you dropped it, it must certainly show. Otherwise, don't worry about possibilities and the like.

Tell them to fix this defect in material/workmanship or you will force them to honor the warranty through court order. Unfortunately, you may have to send it in for repairs; there may be no alternative to that.

 

I went to her wall and added her but I see no place to send her a message? Sorry if it's obvious, but I'm new to the forum.

And as can be seen in the pictures, it hasn't been dropped or scuffed or anything anywhere around that area. I was told in a thread on reddit to try and retain legal threats as a last resort, because they'll transfer me to legal and I won't make any progress with getting it fixed until the legal threat is resolved. In any case, it has been making this cracking noise ever since I got it. And there have also been other minor problems, such as the DC port where it plugs in to charge being very loose (it still charges though. I can upload a video if you'd like) and it seems like I have to reset my wireless adapter at least once a day to connect to the internet.

They were supposed to call me back today, but they didn't. I'll be calling them on Monday to follow up with this issue. I have read through their warranty and this is obvious a defect in the workmanship. I mean for goodness sake the screw was STRIPPED. Who let's a laptop leave like that?

Thank you all so very much for your help and speedy feedback. It is most greatly appreciate. You're all very helpful and insightful.

 

here is info on one of the Dell reps there are a few of them

http://forum.notebookreview.com/member.php?u=562594