We have a model 5558 laptop that is 6 months old with very little use. One of the hinges broke. The laptop was not damaged, but the hinge design is very poor. This is how Dell stands behind their products.
This is the warranty on my invoice and one reason I bought this laptop:
"IN15 - 5558 : 1 Yr Ltd Hware Warranty: Mail-in; Customer supplies box, Dell pays shipping (Included in Price)"
10:38:31 AM Dell Customer Initial Question/Comment: Left hinge broken.
10:38:41 AM System You are now being connected to an agent. Thank you for using Dell Chat
10:38:41 AM System Connected with _HYDSai_977336
10:38:51 AM _HYDSai_977336 Welcome to Dell Technical Support Chat. My name is Sai Kumar with rep id 977336
10:39:31 AM _HYDSai_977336 Hi Dell Customer, I see that you need support on computer hinge issue. I will do my best to help you resolve it.
10:39:41 AM _HYDSai_977336 While I gather the system’s configuration and warranty details, could you please provide me the phone number to reach in case the chat gets disconnected?
10:40:33 AM Dell Customer This is a very common problem as indicated on the Dell community site.
10:40:34 AM Dell Customer http://en.community.dell.com/search#q=5558 hinge
10:41:31 AM _HYDSai_977336 Kindly confirm, are we referring to INSPIRON 15-5558 with Windows 10 as the factory installed operating system?
10:41:44 AM Dell Customer Yes
10:42:16 AM _HYDSai_977336 Thank you for confirming Dell Customer.
10:42:56 AM _HYDSai_977336 We are sorry for the inconvenience caused to you. Please be assured, I will personally look into this matter and do my best to resolve the issue to your satisfaction.
10:43:16 AM _HYDSai_977336 Dell Customer, could you please confirm if there is any physical damage on laptop?
10:43:35 AM Dell Customer The laptop has very little use and has NEVER been abused or damaged.
10:44:46 AM _HYDSai_977336 Thank you for confirming Dell Customer.
10:45:41 AM _HYDSai_977336 How many days has it been since the hinge broken?
10:46:02 AM Dell Customer 2-3 days
10:47:41 AM _HYDSai_977336 Thank you Dell Customer, could you confirm how did he hinge broke?
10:48:00 AM Dell Customer I was opening the lid and it broke
10:48:16 AM Dell Customer It is a bad hinge design.
10:48:36 AM Dell Customer As indicated on the dell community
10:48:41 AM _HYDSai_977336 I'm sorry to know that Dell Customer.
10:49:26 AM _HYDSai_977336 Please allow me couple of minutes, while I check for options.
10:55:06 AM _HYDSai_977336 Dell Customer, after checking your system’s details, I find that the warranty on your system does not cover accidental damages. However, we have a dedicated Out of Warranty Repairs team to handle your issue. Kindly stay connected while I connect you to the right department and for future reference you may reach them at 1800-288-4410. There would be a nominal fee associated to resolve the issue.
10:55:30 AM Dell Customer I am not sure why you say it is damaged. It was not damaged.
10:56:02 AM Dell Customer This is giving Dell a very poor reputation.
10:56:17 AM _HYDSai_977336 I'm sorry for the inconvenience Dell Customer.
10:58:11 AM _HYDSai_977336 I'm sorry for inconvenience Dell Customer. I have checked with my supervisor and he confirmed we cannot support on physical damage issue.
10:58:29 AM Dell Customer Again, there is NO damage.
11:01:01 AM _HYDSai_977336 Dell Customer, I request you to contact Out of Warranty Repairs team for issue.
11:01:12 AM Dell Customer Tell your supervisor to read through the comments. http://en.community.dell.com/search#q=5558 hinge
11:01:31 AM _HYDSai_977336 Sure Dell Customer.
11:01:49 AM Dell Customer This is a very big issue and if Dell doesn't head it off and treat customers fairly, there will be no customers to treat unfairly.
This is the warranty on my invoice and one reason I bought this laptop:
"IN15 - 5558 : 1 Yr Ltd Hware Warranty: Mail-in; Customer supplies box, Dell pays shipping (Included in Price)"
10:38:31 AM Dell Customer Initial Question/Comment: Left hinge broken.
10:38:41 AM System You are now being connected to an agent. Thank you for using Dell Chat
10:38:41 AM System Connected with _HYDSai_977336
10:38:51 AM _HYDSai_977336 Welcome to Dell Technical Support Chat. My name is Sai Kumar with rep id 977336
10:39:31 AM _HYDSai_977336 Hi Dell Customer, I see that you need support on computer hinge issue. I will do my best to help you resolve it.
10:39:41 AM _HYDSai_977336 While I gather the system’s configuration and warranty details, could you please provide me the phone number to reach in case the chat gets disconnected?
10:40:33 AM Dell Customer This is a very common problem as indicated on the Dell community site.
10:40:34 AM Dell Customer http://en.community.dell.com/search#q=5558 hinge
10:41:31 AM _HYDSai_977336 Kindly confirm, are we referring to INSPIRON 15-5558 with Windows 10 as the factory installed operating system?
10:41:44 AM Dell Customer Yes
10:42:16 AM _HYDSai_977336 Thank you for confirming Dell Customer.
10:42:56 AM _HYDSai_977336 We are sorry for the inconvenience caused to you. Please be assured, I will personally look into this matter and do my best to resolve the issue to your satisfaction.
10:43:16 AM _HYDSai_977336 Dell Customer, could you please confirm if there is any physical damage on laptop?
10:43:35 AM Dell Customer The laptop has very little use and has NEVER been abused or damaged.
10:44:46 AM _HYDSai_977336 Thank you for confirming Dell Customer.
10:45:41 AM _HYDSai_977336 How many days has it been since the hinge broken?
10:46:02 AM Dell Customer 2-3 days
10:47:41 AM _HYDSai_977336 Thank you Dell Customer, could you confirm how did he hinge broke?
10:48:00 AM Dell Customer I was opening the lid and it broke
10:48:16 AM Dell Customer It is a bad hinge design.
10:48:36 AM Dell Customer As indicated on the dell community
10:48:41 AM _HYDSai_977336 I'm sorry to know that Dell Customer.
10:49:26 AM _HYDSai_977336 Please allow me couple of minutes, while I check for options.
10:55:06 AM _HYDSai_977336 Dell Customer, after checking your system’s details, I find that the warranty on your system does not cover accidental damages. However, we have a dedicated Out of Warranty Repairs team to handle your issue. Kindly stay connected while I connect you to the right department and for future reference you may reach them at 1800-288-4410. There would be a nominal fee associated to resolve the issue.
10:55:30 AM Dell Customer I am not sure why you say it is damaged. It was not damaged.
10:56:02 AM Dell Customer This is giving Dell a very poor reputation.
10:56:17 AM _HYDSai_977336 I'm sorry for the inconvenience Dell Customer.
10:58:11 AM _HYDSai_977336 I'm sorry for inconvenience Dell Customer. I have checked with my supervisor and he confirmed we cannot support on physical damage issue.
10:58:29 AM Dell Customer Again, there is NO damage.
11:01:01 AM _HYDSai_977336 Dell Customer, I request you to contact Out of Warranty Repairs team for issue.
11:01:12 AM Dell Customer Tell your supervisor to read through the comments. http://en.community.dell.com/search#q=5558 hinge
11:01:31 AM _HYDSai_977336 Sure Dell Customer.
11:01:49 AM Dell Customer This is a very big issue and if Dell doesn't head it off and treat customers fairly, there will be no customers to treat unfairly.