Dell says they won't replace hinges. What do I do?

So after owning my m11x r2 for about a year the hinges gave out. I emailed the address I was told was made specifically to deal with the problem and gave them all my information. They told me my service # wasn't registered and I had to transfer ownership (which I'd already tried twice before). I did it again anyway, but I was then told that it hadn't worked before because it had been marked as a fraudulent transaction. The service rep told me he would see if there wasa way to unflag it. Today, after three weeks of no contact, I finally received an email saying there was no way to unflag it and that they would t fix my hinges. I bought it on eBay, and apparently that's warrants a fraudulent transaction.

Do I have any options at this point? Do I have to attempt to repair them myself? I haven't been able to take my laptop anywhere for the last month and this kinda pissed me off.

 

Try and escalate it to a manager, explain that it was purchased from eBay and as such when you did the ownership transfer you didn't have any of the previous owners details (i'm assuming this was the case?).

This may have happened if they tried to contact the previous owner to confirm that it's been sold but they never got back to them?

If they still won't fix it then i guess you'll have to repair it yourself unless you wanna pay them to do it, but from what i've seen it isn't too big of a job. either way i don't understand why they're doig this, they should be fixing ALL hinges regardless of warranty or ownership.

 

Actually I get why they have some restrictions to this. If your purchase is legit and ownership transfer is a problem you will need to sort that first.

 

I concur. Although you are using their product you aren't technically their customer, you're the ebay's sellers customer.

 

Fix it yourself, takes about 10 minutes with some epoxy.

There are videos on youtube on how to do it.

 

I would try the to escalate it to a manager first if all else fails though the epoxy will work.

Sent from my GT-N7000 using Tapatalk

 

They have to repair it!

Dell to repair broken hinges on Alienware M11x systems globally - Direct2Dell - Direct2Dell - Dell Community

I had to call them three times too so.. insist

 

Only if you own it... he needs the transfer to work first.

Edit: most likely will much much easier to get what is essentially a warranty repair if you are the listed owner.

 

Not if they think the unit wasn't obtained legitimately and therefore don't accept him as being the legal owner.

Their legal obligation extends to the original owner, in the original country of purchase. Dell US has no direct contact with Dell in any other country, so transferring ownerships and verifying rightful owners can be troublesome. As with the case with most eBay sold items, they don't usually end up in the same country they were purchased nor are they usually sold by the original owners.

 

That is ridiculous because they say that they repair it no mater the warranty status so, who cares if he bought it in a store or bought it from another guy?
I bought mine in second hand and I didn't had any problems with replacing the hinges.

 

For whatever reasons the previous owner could have flagged it as being stolen or could have done something dodgy with Dell hence his unit was flagged so he sold it. The OP did say "it had been marked as a fraudulent transaction" when he tried transferring ownership.

I'm just saying, Dell DID provide him with some sort of reason, they didn't just deny him service for no reason. So clearly something happened.

 

Did or didn't the point is that you may or may not have an easy time with getting out of warranty service if you are not the registered owner.

Anecdotal evidence or cousin brother exceptions mean little. Neither does "it should be this way or that" stuff. The link provided says the OWNER will have hinges replaced. How you want to argue the definition I leave to you guys.

If you get it replaced, happy for you. Just not shocked if non-owners are denied.

 

Warranty transfer should've taken place in the first place.

Can't blame dell there.

 

It looks like there's nothing I can do. I went through 4 or 5 different departments at support and none of them could even tell me why the transfer couldn't be done. I finally got a guy at dell customer care who just said I'm screwed and that maybe if I got the original owner to call a certain number then I could have the ownership transferred. I sent the guy a message over ebay a few days ago, but he hasn't responded and honestly there's no reason for him to deal with crap for a laptop he sold over a year ago. I'm really disappointed right now but I guess I'll just have to do my best to fix it myself.

 

u know if u have his information adress name and last name u could transfer ownership that way when i bought my laptop hinges where broken ownership wasn't mine i just put his information he bought it from ebay and it worked i heard you can put not available where his name and adress and they have said it worked have u got a hold of chris? from dell

 

Chris might be able to at least look up the tag# if you can bend his ear.

 

chris was very helpfull with me setup my hinges fixed and got me a new nameplate :]