Re: Will Dell Cover This Under Warranty?

Try escalating the case to a supervisor. The fan in the PS of my XPS 410
started running at high speed all the time two days past the one-year system
invoice date but less than one year before I had actually received the
computer. The first person during the day said no. I tried later that
evening, the on-line chat was with a different service center and they said
OK.

Rich


<Boris> wrote in message
news:Xns9A1076B40FF6CBorisinvalidnet@xxxxxxxxxxxxxxxxx
"S.Lewis" <NVRambo@xxxxxxxxxx> wrote in
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<Boris> wrote in message
news:Xns9A0F8EC212EBFBorisinvalidnet@xxxxxxxxxxxxxxxxx
My college daughter has an i8600 that is still under next business
day warranty for another 150 days. She's home now and I want to have
some warranty work done on it. There are three things that need
fixing, and I was wondering about them...what Dell would cover, and
what they would not cover.

First, it's had that old frame cracking problem (lower left) for
about a year or more. I assume that'll be covered.

The crack connects a to b.

||----------------||
||----------------||
|| ||
|| ||
||-a--------------||
||-b--------------||

Guess while I'm at it, I should mention to Dell about the hinge,
which isn't cracked, but it doesn't seem to hold as tight as it used
to. Sometimes the lid, depending on the angle it's open at, will
slowly shut.

Second, a couple of the keys (the same ones) keep coming off. I've
tried many times to get them back on securely, but no luck. I don't
know if it's because I'm doing it wrong, or if the kbd is unable to
hold them on anymore, and that's why they came off in the first
place. Do you know what Dell would do about this? If they won't fix
that, I imagine I can replace the entire kbd myself.

Finally, the machine has two USB ports in the back, one on top of the
other. On the upper one of the pair, the black plastic 'tongue' that
forces proper alignment when you plug in a USB cable has snapped off.
As a result, one of the copper blades in the port has bent, or
curled, inward. Of course, it's now unusable. I suspect that Dell
would claim abuse, and wouldn't fix this. If they did fix it, would
that involve a new motherboard?

Also, what's the best way to get warranty service? I've done it over
the phone before, and that was a fiasco. I've heard many of you say
that email is the best.

Thanks.


I prefer to *try* to get support via Dell hardware chat first-
depending on your schedule.
http://support.dell.com/support/topics/global.aspx/support/chat/en/hard
ware_chat?c=us&cs=19&l=en&s=dhs

I've used their e-mail support for small issues and it works, but I
always feel like I'm throwing the e-mail into a hole until I get a
response.


From what you've described, I'd say they'd happily replace the
keyboard and the system board. I'm not so sure about the loose hinge
('normal wear') but you should absolutely mention it as they might fix
that as well (if you don't mention it....they won't).

Regarding the crack in the "frame" (trying to envision it from your
diagram), I'd mention that as well. If it is a known design flaw,
maybe they pick that up as well.

Good luck and Merry Christmas,

Stew


I used the online chat, and Naveem_163319 is dispatching a new display
frame, a new kbd, and a new hinge assembly. A technician will call to
schedule once he gets the new parts.

Dell won't fix the USB port, claiming it was accidental damage, and the
entire motherboard would have to be replaced. I argued a little, but I
knew I was on the loosing end. Maybe I can fashion a plastic tongue
myself and epoxy it into the port to support the blade contacts. I'd
also have to uncurl one of the blades. Worth a try. I really don't want
to take the board out and try desoldering and resoldering, plus I don't
know if I could get the part separately. Otherwise, I'll just have to
use a USB hub with the one USB port that still works so I can keep a
mouse and a printer connected.

We did get disconnected 20 minutes into the chat, but he had taken my
home phone number earlier so he called me back to finish.

Basically, I'm satisfied (so far).





.

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