Replace broken-off key on L502X illuminated keyboard

Friends,

The Shift key on my L502X keyboard broke off. The hinges are broken so I can't just "plug" it back on. I called Dell. they are willing to replace the entire keyboard for free. I asked them if they could just send me the broken key so I can replace it myself but they told me that they don't have single keys.
Anyways, I told the technician that I can replace the entire keyboard myself if they send it to me as i already replaced the harddrive and removing the palmrest is not a big deal for me.

After checking with his superior, the technician told me that they are not allowed to send me the keyboard as replacing it myself would void the warranty (Dell Germany)

I do not want to send in the whole device as I use it for work and it would be gone for potentially 10 days.

Do you know where I can order replacement keys for this model?
What would you do?

thanks

 

First, research the warranty, do you really have to mail the laptop to Dell for service? I thought that these models all came with a year of onsite service, which you could extend at the time of purchase......



Next, is the warrantly actually voided by a keyboard R&R? If so, why would Dell put complete disassembly instrucions in a user manual and post it their support site? In the L720x thread on this forum, the consensus is that swapping out your display glass or repasting your heat sink won't void the warranty, and that requires a lot more disassemble than a keyboard R&R.


It might be worth calling back a couple times and getting a different tech. I found different individuals often handled things differently. If that doesn't give satisfaction, try escalating to a superior. If you truly don't have an on site warranty, you may be able to convince them to send you the keyboard.

 

Most Dell service is on-site technician work, and for a keyboard this would certainly be the case unless you have mail-in only. Dell sends the parts to a technician near you, when he gets the part (usually next business day), he (or she before someone gets on my case ) will call you and schedule an appointment to meet you and do the swap. By the same token, as mpalandr says, you could probably get them to just send you the part, but if the tech will come to you and do it in front of you, why not?

Nice that Dell is covering the keyboard as a warranty repair, I'm guessing this didn't break from "normal wear and tear"

And no, you can't order individual keys. You can't for pretty much any keyboard, laptop, desktop, or whatever. Have to get a whole new KB assembly.

 

thanks for the answers! i will try calling another technician and see if I can get someone nice ;-)