Re: Will Dell Cover This Under Warranty?

"Rich" <Rich_NoSpam@xxxxxxxxxxxxxx> wrote in
news:zcmdnbpAfcEqje3anZ2dnUVZ_hGdnZ2d@xxxxxxx:

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
news:NvDbj.36856$rc2.9276@xxxxxxxxxxxxxxxxxxxxxx:


<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/ha
rd 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).



Good news.

The repairman came out today, but he only had the back cover for the
laptop, which contains new hinges, and a new keyboard. Apparently, Dell
didn't ship the LCD bezel, the front frame which is cracked.

I showed him the crack, and told him that Dell said they were shipping
out the bezel, back cover, and keyboard, but that Dell refused to fix the
USB port because they considered it accidental damage. The repairman
said they should have fixed the USB port, even if it required swapping
out the motherboard.

At any rate, the repairman called Dell to get the bezel overnighted. The
Dell rep asked the repairman if there was anything else wrong with the
machine, so the repairman told him about the USB port. Lo and behold,
this Dell rep said they'd also overnight a motherboard!

The repairman had some trouble getting the LCD back cover off, but
eventually did, replaced it and the keyboard, and told me that the
motherboard and the LCD bezel should be here tomorrow, at which time
they'd send him, or another repairman, out to complete the job.

Nice Christmas present.

.

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