Forum Thread

Dell Warranty Support - What to expect for ~4 year old laptop still under warranty?

MrCookieBar 1,776 1,706 March 12, 2016 at 07:53 AM
In 2013, I bought a Dell XT3 from the Dell Outlet. It had been discontinued a year or so earlier, but was still being sold on the Outlet. It had a three year warranty.

It's been a fine laptop. No problems until this week the swivel hinge broke. No abuse, it just broke as I was opening. Evidently it's a common problem in that laptop.
There's only two weeks remaining in the three year warranty.

I chatted with Dell, sent them a photo. Dell opened a "Warranty Support | Service Request". It basically says that their action will depend on parts availability.

Questions:
- So what can I expect from Dell?
- Do they even stock parts for these old laptops?
- Any advice here?

11 Comments

1

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Joined Jun 2005
Let Sleeping Dogs Lie
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#2
they may tell you that is a wear item, they probably do have parts as lots of time the parts are common, or they could send you a different laptop. What level of support do you have 2 day or what? I would push them to get it fixed they should know parts in real time.
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#3
Quote from komondor View Post :
they may tell you that is a wear item, they probably do have parts as lots of time the parts are common, or they could send you a different laptop. What level of support do you have 2 day or what? I would push them to get it fixed they should know parts in real time.
I have "Next Business Day Support" - but I'm not certain precisely what that means.
One of the parts (4WJFF) is no longer listed on Dell's website. It's unique to this laptop.

They didn't indicate that it was a wear item when I filed the ticket. Does Dell normally decide that when a claim is filed?
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#4
well i would call back and ask when the guy is coming out to fix your laptop, don't wait for them you should get an email from the person your sp ke/chat with and that email should have their manager work up. don't give them time to come up with some BS look at the outlet and see what is similar to what you have and if/when they ask what you want tell them that new laptop.
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#5
If the laptop is under warranty then they have to repair the issue.

http://www.dell.com/support/home/...p=warranty

If you put the serial number does it say it's under warranty,
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#6
Quote from theinfluencer View Post :
If the laptop is under warranty then they have to repair the issue.

http://www.dell.com/support/home/...p=warranty

If you put the serial number does it say it's under warranty,
Thanks - that says it's still under warranty.
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#7
Don't delay on fixes when near the end of your warranty.
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#8
As long as the case is open before the warranty expires Dell will come through - their warranty coverage is really quite good. I had a client once with a 3 year old Dell laptop with a broken touch pad. When she asked me to look at it for her I suggested we check the service tag and see if it was still under warranty. She didn't think it would be, but it was a Latitude that came with 3 years of coverage which was expiring THAT VERY DAY. I initiated a chat with Dell and they ordered the part - a technician came the following business day to install it.

BTW I always communicate with Dell support via chat. Among other benefits, you get a record of exactly what was covered and when - definitely worth it.
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#9
Funny part about Dell is that they will even sell you warranty coverage after the original period has lapsed.
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#10
Quote from Dr. J View Post :
Funny part about Dell is that they will even sell you warranty coverage after the original period has lapsed.
Funny haha or funny queer? [google.com]
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#11
I had complete care on my laptop. long story short year 4 of warranty, video issues happen. I found part online for $15 but they no longer carried the part. they let me keep the hdd and replaced my laptop with an outlet laptop for free that blew my laptop out of the water specs wise.
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#12
Dell finally found the parts, and sent a technician out to fix my laptop. I'm satisfied with the technical repair.
The technician was from Unisys, not Dell. Very sharp guy. Took him almost two hours to swap out the parts. He had to disassemble most of the laptop.

My only complaint was that instead of Next Business Day, it was five days. Oh well, at least Dell honored their warranty.
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