Does Standard Dell Warranty cover screen defects?

I read this article where a woman bought a $1700 Macbook from apple with extended apple care plan, and her screen had broken. The manager refused to replace it or refund her money, and eventually pushes her out of the store and calls security.

http://consumerist.com/consumer/complaints/apple-store-says-you-must-have-dropped-your-laptop-+-no-i-didnt-+-yes-you-did-+-no-i-didnt-+-please-leave-the-store-306633.php

 

Yes Dell warranty covers everything.

EDIT: Dell complete care covers everything....read it wrong initially.

 

Completely separate cases we're talking here.

I hate the consumerist as it tends to be absolutely one-sided. Warranties will cover normal wear and tear, and defects. They will NOT cover accidental damage, which includes scratches, cracks, bumps, and dents. Unless you have accidental coverage, they only cover the basics.

 

Does regular care cover monitor defects though? lol

Laptop screens aren't defect proof so I'm guessing something can eventually go wrong, and when that does happen, who is a sales rep to tell a customer that he believes that "It must have been dropped" and that the customer is lying.

 

When I was working retail, severe cracks, cuts, bumps, or scratches were automatically relegated to accidental damage, and voided the normal warranty. If the customer had an accidental plan, it would be repaired under that, but not under the normal warranty.

The company can't possibly know what actually happened, and they sure as hell aren't going to assume it was a defect (defects don't cause physical damage), and thus if the customer insists that they didn't cause the damage themselves, then the cause becomes "Act of God", and still voids the warranty.

And yes. "Act of God" is an official term which is stated explicitly in the warranty contract.

 

Crackin your screen isn't a defect - it's a user-caused accident. A screen aint gonna crack on its own.
Standard warranty will cover manufacturing defects.
Complete Care covers accidents.

 

Also refered to as 'Force Majeure' in British binding contractual agreements, fact fans.

 

I'm not so sure a broken screen couldn't come from a defect.
Suppose the screen was a warped shape to start with, and when building the laptop it was forced into position to fit inside the lid. Over time, couldn't the the stresses have caused it to shatter?

 

Unlikely I would think.

 

It's true that it's not always the customer's fault, but the company has to make a firm stance, either believe the customer, in which case everyone would claim that it was a defect, or file all major physical damage under accidental/act of god.

In a perfect world, the nice and happy company would do the former. In the real world, you can't give out revenue by replacing everything under warranty.