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Dell Laptop Screen Cracked upon gentle, closing on new computer

Posted Mon June 25, 2007 4:38 pm, by Dr. D. written to Dell Computer Corporation

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I purchased a Dell Inspiron 6400/1505 from Dell in March. This past Sunday, as I was using the laptop at church, I had to plug it in (it was running off the battery). I closed the laptop gently as is normal. When I opened it back up, the screen was cracked and unusable. I can understand that Dell probably has a lot of people who abuse laptops and want them repaired under warranty; however, I am a minister and have owned several laptops in my life. I have never had a problem like this before with a laptop and I did not abuse the computer.

Dell customer service sent me to the out of warranty department (in Asia) to charge me an arm and a leg to repair the monitor. If this computer was built correctly, the monitor should not have cracked by simply closing it. It is a manufacturing issue and should be covered under warranty!!! Dell...do the right thing...

Repair or replace my computer under the warranty.


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by Stephen A. Posted Thu May 2, 2013 @ 12:23 PM

I also bought a dell that had lines sometimes when I opened the
screen, but if I shut it and reopened it, they would go away. The
problem increased until the last time on opening it during a class I
am teaching on Isaiah for a school, the lines looked like a full crack
in the monitor. (I am a minister, and a student in the PHD program at
Amridge University. I am also a professor in a school. I am so busy
in the doctoral program, and in my own classes I teach, that I could
not take the time to return the machine until it became completely
unusable.) The tech at Dell told me that since it was cracked it is
an accident, and so won't cover it. I told him that I agreed it was a
crack, and thus might be construed to have occurred in an accident.
Since my machine has been flaky since the start, I told him that the
accident was on their end from the first. Or it may even be a flaw in
construction since there actually seem to be so many of us with this
problem. I am wondering if there are enough of us out here to start a
class action lawsuit against Dell, which might make them reconsider
their inane policies, and grant us legal redress in this matter.


class action by Steamed Thu September 5, 2013 @ 12:23 AM
by ashbaby Posted Tue September 18, 2012 @ 5:50 PM

I bought a Dell laptop in May 2012,and the other day when I went to
use it my screen looked funny in the top left corner. I put it on
restart, and when it came back the whol left side of my screen was
gone. I took it Best Buy where I purchased it and they informed me
that my screen was cracked. They also told me my warranty did not
cover it, and that the plan I bought did not cover it. I called Dell,
and they told me it would cost more to repair my computer than what I
paid for it. The rervice rep said I know what I did to my computer,
since I was the one to use it. That really infuriated me! I have never
been abusive to my laptop I do not slam it shut or anything. I
honestly do not know what could have happened to it. I think they must
be cheaply made. I will never buy another Dell, nor will I ever buy
onr from Best Buy again.

by MeGhettoChick Posted Tue March 22, 2011 @ 7:36 PM

Yeah, I know how you feel! First of all I think it is cool that you
are minister. It is really fustrating to listen to people who don't
speak clearly although it probably isn't there fault. I had recently
in the last few months bought a Dell Studio 15 my warrenty in which I
payed an arm and leg for. Then they told me I had to pay 350 or more
to get it fixed. So I am in the process of finding a small store that
fixes it. Thank god I can still see and use mine.


Re: Dell Laptop Screen Cracked upon gentle, closing on new computer by John B. Fri September 2, 2011 @ 2:16 AM

Dell Inspiron 17R, cracked screen by chw41 Thu September 15, 2011 @ 11:53 AM

The story is the same, over and over by Franni Thu August 2, 2012 @ 3:09 PM

mark santos by marky Thu November 8, 2012 @ 10:14 PM

by Rev Michael Davis Posted Thu October 7, 2010 @ 5:08 PM

If you have a broken laptop screen I found a solution that offers
replacement screen at really good prices. I just cracked my Dell
Inspiron Mini 1012 laptop screen the other day, so I went online and
searched Google for replacement laptop screens and the site sent me to
www.screencountry.com. They offer screens for most major laptop brands
and models. The prices started at $49 plus shipping and the the price
for my screen was $66 including shipping from Canada. They shipped the
screen using UPS 3 day select and you have other options for shipping
as well. The unit they sent me was easy to install based on the
directions of a Youtube video. I have found that this saved me about
$200 versus ordering a repair through Dell. The installation was easy
for me and most good computer users will probably be able to install
with little effort. It just required one small phillips screwdriver
for the whole project.

I hope this helps.

Rev Michael Davis

by shelly60 Posted Wed July 7, 2010 @ 1:31 PM

Hi Im michelle brennan if you read on you will see my cracked lcd
story as well. Anyways I bELIEVE that you have a lemon like I do mine
cracked 3 times an acer in 5 months that i owned it once after ten
days of being returned! I then out of cost effectivness bought a less
expensive model to stay connected, but at that point looked up do lcd
just blow crack stop what ever and yes they too can be malfuntioned,
they used words like spools inverter motherboard and powercord, these
are all things that can cause a flaw to your lcd. We both probally
have seen kids teens drop off a couch coffee table ect evan bed to rug
a laptop and not break an lcd screen yet we just open or type or walk
away from one and it crack? No we are not crazy, I have gone to every
complaint board from ma. to Tx. with my letters and theirs and they
are now holding it as I told them I do nnot NEED it back use it till
it blows on you, heres the cord and all, as I'm sure once they fix it,
it will crack again as its faulty, I am a 50 yr old woman at home who
appreciates her belongings! Good luck Michelle Brennan look for my

by cocoloco Posted Sun March 14, 2010 @ 10:15 PM

The same thing happened to my daughters Dell inspirion mini laptop
that she got for Christmas 2009. It was always used at a computer desk
and she was very careful with it. She loved her slime laptop. Today
when she opened the lid the LCD screen was cracked, with lines all
over the screen. We had no idea how this could have happened. It was
never dropped and nothing ever fell on it. I haven't called Dell yet,
but it appears Dell doesn't want to admit there is some malfunction.
Keep your fingers crossed:)


cracked dell screen by ccunning Mon June 14, 2010 @ 7:44 PM

Dell Laptop Screen Cracked by Mary Mc Tue August 23, 2011 @ 9:18 PM

by BBlack Posted Mon November 16, 2009 @ 2:56 PM

Same thing just happened to my husband's laptop, he opened it up and
it was cracked. Last time I will ever buy a dell. Isn't it funny
that the LCD is not covered. My husbands issue was the keyboard
sticks up and hits the lcd screen - faulty manufacturing, which of
course DELL DENIES! I did read on the web that Dell just doesn't
care, and if you return yours, they will just send out to someone else
as "refurb" without even looking at it.

by Cynthia S. Posted Thu July 2, 2009 @ 10:50 PM

I have a Dell Inspiron/1501. The LCD screen cracked on mine as well.
My daughter set it on the sofa--the screen touched the cushion and it
just cracked...just like that! There was no force, it was not thrown,
it was just set down. My machine in not under warranty any longer and
I have not researched repair costs as this just happened this
afternoon. I also feel that this is a manufacturing issue. It seems
to me that this problem is very common. I also will NEVER buy another
product from Dell. I hope Dell took care of you Reverend.


Outraged by Amanda B. Thu July 23, 2009 @ 8:14 AM
by greta t. Posted Sun March 15, 2009 @ 3:03 PM

My daughter purchased a dell Inspiron last night (March 14, 2009 @
8:42 p.m. She used it for 30 - 45 minutes at the most before noticing
some screen distortion. We purchased it at best buy and when I tried
to return it today, they at first said she could exchange it; and then
when I explained we wanted to return it and get a Sony, suddenly they
couldn't do anything at all about it. Obviously there's something
wrong with the screen on the Dell Inspiron. I will never again
purchase a Dell, and I most certainly won't purchase anything from
Best Buy.


by DLBlair Posted Fri March 6, 2009 @ 4:35 PM

Same thing happened to my inspiron 1525. I'm cancelling my extended
warranties on the 3 dells I own. Obviously worthless. Won't' buy
another Dell.

by DLBlair Posted Fri March 6, 2009 @ 4:32 PM

Same thing just happened to me. No abuse of the computer, just opened
it and it was cracked. Dell said my extended warranty didn't cover
it. I should have bought the complete care. I'll get it repaired
locally. I have 3 Dell computers, but I won't ever buy another one.
The just cost themselves the sale of 80 new computers. I am an
instructor for the Air Force and I had recommeded buying 80 Dell
laptops for a class I'm going to teach, but they just blew that. I'm
going to do some more research and recommend someone else.

by frustrated in sd Posted Thu November 20, 2008 @ 2:56 PM

My stupid Dell is 4 days old and the same exact thing happened to it.
I am very upset that i have to pay to have it fixed when all I did was
close it very gently. Times are tough, the economy is tougher, and I
would hope for Dells sake they would start taking care of their



by paigie Posted Tue September 2, 2008 @ 10:25 PM

I bought mine last year in Dec. making the warrenty still good for a
few months. The same thing happened to me, it is also an inspiron, and
today I opened it, and started it up to discover it was cracked.

I am not willing to pay more than half of what I paid for the unit to
repair it, and have written to Dell, I showed them on
yahoo.com/answers alone, there are well over 100 complaints on this

I am waiting to hear back, but there is no way I am paying for this,
it is a manufacturing default.


Re: Dell Laptop Screen Cracked upon gentle, closing on new computer by Mary Mc Tue August 23, 2011 @ 9:21 PM
by bufly Posted Mon June 9, 2008 @ 9:43 PM

I also have a Dell Inspiron 6000 with a cracked lcd,
I have the extended warrenty but they said it was not covered because
I did not buy the COMPLETE CARE EXTENDED WARRENTY. So what good is
the extended warrenty? not much... the same thing happened to my lcd,
it was fine I closed the computer down and closed it, sitting on a
desk, came back the next day and it was cracked. I'm not a minister
but I would still not lie about it, ha ha I guess the moral of this
story is not to ever but a dell or a dell extended warrenty again...


Dell Inspiron cracked LCD by frustrated in sd Fri November 21, 2008 @ 9:59 AM

by MA Loper Posted Tue July 10, 2007 @ 10:57 AM

in OP stunts.

Use your religious status to get the company to do it your way.


by shaun Posted Sun July 8, 2007 @ 11:42 AM

That is unfortunate that the laptop screen has broken.

Dell is a reputable company, but you really shouldn't expect to have
them cover a screen on such damage, even if you have had it for a
short period of time.

If it wasn't a very expensive laptop, you may just consider replacing
the entire unit.


by Max Power Posted Fri June 29, 2007 @ 10:17 AM

I agree with Neil, a laptop screen would not close simply by closing
it. Now Dr. D, you say you had to plug it in so you closed the screen,
any possibility you leaned your elbow or hand on top of the screen to
reach the power outlet?

by Dell Customer Advocate Posted Wed June 27, 2007 @ 10:18 AM

Dr. D:

I'm at Dell Headquarters in Austin, Texas and I just came across this
post. I'm sorry to hear that you're having this problem as I know it
can be very frustrating to have top pay for an LCD replacement.

@Harleycat and Rene: It is quite possible that the system is
currently under warranty but a cracked LCD would not be covered by it.
There is an additional service contract that can be purchased in some
areas which covers many types of accidental damage. It's called
"Complete Care" and does cover cracked LCD's but clearly must be
purchased before the system ships out.

Laptop LCD's are a very costly replacement and unfortunately they're
also quite fragile. Having handled many laptops and broken a few
LCD's myself, I can't honestly say I've ever heard of one cracking
when handled gently and properly but I wouldn't say it isn't possible.

The difficulty with warranting an item that will break if mishandled
is we either must cover call of them regardless of how badly they were
abused or not cover any of them. Covering them on "the honor system"
and replacing them only when a customer is adamant that it wasn't
their fault is not feasible for a variety of reasons. I would never
want to suggest that people would be dishonest about how their laptop
screen shattered but instead point to the fact that there is no way to
define the appropriate amount of force and that many would be of the
opinion that it should not have broken under the circumstances. The
same type of thing would most likely go for windshields, wine glasses,
television screens, and anything else made of glass that will crack if
too much force is exerted on it.

Most other laptop manufacturers have the same policy on LCD glass and
many glass items in general are covered, (or not covered as the case
may be) by similar policies. It's unfortunate to have to pay for the
replacement as they typically run $200 to $600 for most models but I
can assure you the situation would not be any different with another
laptop manufacturer.

Dell, Inc.


Dell by frustrated in sd Thu November 20, 2008 @ 2:58 PM

cracked LCD by MaryAnn B. Sun November 29, 2009 @ 4:08 PM

My Opinion by Michael H. Sun December 12, 2010 @ 11:59 AM

Dell makes faulty LCD screens by electkottkamp Sun July 8, 2012 @ 6:25 PM

Did Dell deny warranty service? by Eric M. Thu September 27, 2012 @ 8:37 PM

Dell is on Crack by D Miller Mon October 28, 2013 @ 4:31 PM

by Rene in TN Posted Tue June 26, 2007 @ 1:58 PM

The Dell notebooks that I found on their website had a 1 yr warranty
attached to them. Did you purchase this as a refurbished model or
from another retailer? If so, that would explain the problem.


by Harleycat Posted Tue June 26, 2007 @ 9:42 AM

You aought this in March and it's out of warranty already? How is
that? Was it refurbished?

The fact that you're a minister has nothing to do with this complaint.
Do you think you should get special treatment because of your


The fact that you're a minister has nothing to do with this complaint. by Jeffrey Tue June 26, 2007 @ 11:18 AM

thats stupid by frustrated in sd Fri November 21, 2008 @ 11:19 AM

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