Broke my usb port on 1502x

I physically broke my usb port on the left side of my 1502x when pulling out my wireless mouse...do you think i could get a tech to come in and fix it? Since i know the usb ports are soldered onto the motherboard, does it warrant a more complicated motherboard replacement? I only have a year warranty on it and had it for a month so far...

 

I think this is technically a user-induced failure, and thus not covered under warranty... at the same time, it never hurts to try; you could get a particularly nice CSR, etc.

 

Unless you have a Complete Care warranty, physical damage is not covered by the standard warranty, and you would need to purchase a new motherboard and pay whoever XX for labor. Dell will reject any warranty claim submitted to them, or any repair shop that is authorized to fix Dell's. It is possible could charge you an out of warranty labor charge due to you shipping them something that is not covered by warranty.

 

I think you should insist that they fix it. Assuming you didn't do anything differently than you've probably done many times before when removing the mouse dongle, i.e. you were just using it as it was intended to work, then I don't see how this could be your fault.

Manufacturing is not perfect. Sometimes parts are made improperly or assembled improperly. My XPS-17 arrived with one drive screw missing, and the display ground wire was cross threaded where it attaches to the chassis.

If this was my issue, I'd chat tech support. I support three Dell servers, two laptops and 40 desktops at work in addition to my own two personal laptops, and I very rarely call. Chat elimates the foreign accent factor, and you get the transcript emailed to you when you're done. That transcript has been very helpfull in dealing with a couple issues. Be prepared to be chatting for up to an hour.

I believe that users should be truthful when dealing with tech support, but providing too much info can confuse the issue. In this case, if you honestly believe it broke when you were using it was designed to be used, and you can still get a device in the port, just tell them the USB port doesn't work. At this point, you probably don't need to volunteer any more than that.

Make sure to have a couple USB devices handy when you start the chat; regular thumb drives would probably simplify matters. Tell them that USB devices work in the other port(s), but not in the port in question, and the same devices work in other computers. They may want to connect remotely to your laptop remotely, which is OK. If so, they will probably have you plug and unplug USB devices in different ports, and they may run a diagnostic program. My guess is that they will eventually decide to replace the motherboard under warranty.

If the broken port is USB 3, it will probably extend the diagnostic procedure as they will want to ensure you have the latest drivers, even if you already do. However, it's a smaller board to replace, and they may be quicker to do a warranty replacement. In fact, I recall that there were USB 3 port hardware problems when the XPS-17 was first released, and boards were replaced under warranty.

If you can't get a device in the port, or they ask you if the port is damaged, be truthful. Explain that you were using the port as it was intended to be used, and it broke.

If the first level tech doesn't eventually agree to a part replacement, ask them to escalate the issue. Keep stressing that you were using the port as it was intended to be used. Keep your cool, you are a reasonable, calm customer who is asking for nothing more than what's right. Keep politely but firmly pressing the issue. Chances are good you'll succeed.

Let us know how it goes.

 

my usb3 ports stopped working so i called them up. they sent a guy and he replaced it no problems. he didnt replace the motherboard just the ports.

 

It worked out! I talked to the representative, but it seems that my motherboard will need to be replaced because it seems that there is a misalignment. However, the motherboard is refurb. Would it be ok? Or should I fight for a new motherboard? I just feel kind of lucky that they're fixing this accidental damage (but I really think that usb ports should not break this easily from me just pulling it out normally) Thoughts?

 

Hm, couldn't win over for a new motherboard, but I'm getting my usb port fixed!

 

Doesn't matter if the motherboard is refurbished or not, all warranty parts have a 90 day warranty or the balance of the manufacturer warranty, whichever is longer.

Plus the manufacturer has the right to give you refurbished parts, it's their warranty. I'd say 80% of warranty parts we get (excluding batteries, AC adapters) are refurbished.