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July 31st, 2022 19:00
Dell G15 5515 Screen Scratches
Dell G15 5515 Ryzen Edition
My Dell G15 5515 laptop has been mainly used for work and school, so it has spent a good chunk of time in transit. I carry it in a padded laptop case, clean it regularly, keep it away from protruding objects in my bag, and otherwise treat it with the utmost care.
The screen has an anti-glare matte finish that has, since the first few days of ownership, developed an increasingly recognizable pattern of scratches that mirrors the keyboard. I use a silicon keyboard protector when the screen is open- and remove the protector when it is closed- so I am fairly confident that it is not dust, debris, or grease. I have tried cleaning it several times with isopropyl alcohol and a soft cloth over the past few months, but with no significant effect.
I need suggestions for how to continue. I have seen multiple instances with other G15 users on the forums experiencing scratching from the keyboard as well, and I'm not sure if there is a solution. Should I try a specific cleaner? Do I need to lay a cloth on the keyboard during transport? Call support about a defective product? The scratches are not as bad as some examples, but I certainly don't want them getting worse!
Large horizontal scratch from the bezel above touchpad, scratches from the corners of the key caps can be seen beneath it.
Thank you for your consideration. Let me know if this belongs in a different thread!
-Also, the scratches are a bit difficult to make out on my old camera, but that large line is from the base of the keyboard,.
amdsree
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July 31st, 2022 20:00
The soft material placed in between keyboard and screen which was provided in packaging only can help
Dust accumilatd in Keyboard skin leads to this scratches
AdrianG001
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July 31st, 2022 23:00
You might also check to see if you purchased complete care when you bought your computer. If you did then it will cover the damage.To quote from Dell.
"Help protect against accidental spills, drops and surges with CompleteCare™ Accidental Damage Service. Unavailable in Florida."
U2CAMEB4ME
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August 1st, 2022 02:00
Welcome to the Dell Community @A.C.R.O.N.Y.M.
Not much you can do as far as cleaning.
As dust does NOT cause these scratches.
Lack of a larger gap between the base and LCD is causing the marks.
It could be the hinges or a warp in the laptop lid???
Best regards,
U2
A.C.R.O.N.Y.M.
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August 1st, 2022 20:00
You may be on to something there, but I'm not sure how I'd be able to tell if the case is warped. I do know the cover- which the screen is embedded in- is misaligned by a fraction of a degree, as there is a noticeable ledge when it is closed. Not an issue in any way, but potentially related.
I've got the Premium warranty, but I'm not sure if it covers aesthetic damage. I'm having difficulty locating the terms page for it, but I'll update this if I find out.
Thank you, @U2CAMEB4ME !
A.C.R.O.N.Y.M.
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August 1st, 2022 21:00
I purchased the 'Premium Support' and 'Complete Care / Accidental Damage' plans, but I'm having difficulty finding the extended terms of support, since I know from experience that batteries and monitors are treated differently than hardware. I'm fairly sure that this would be treated as cosmetic damage and not be covered.
https://i.dell.com/sites/csdocuments/Shared-Content_services_Documents/en/la/Complete_care_datasheet_Latam_EN.pdf
"Examples of damage where the hardware
unit would not be repaired or replaced
include:
• Damage due to fire or natural disasters
• Intentional damage
• Normal wear & tear
• Cosmetic damage
• Consumable parts (ex. bulbs, toner)
• Theft"
Should I file a claim just to be safe, or ignore it for now?
Thank you @AdrianG001 !
U2CAMEB4ME
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August 2nd, 2022 02:00
@A.C.R.O.N.Y.M.
Do you open and close the lid multiple times every day?
Do you transport the laptop frequently?
Best regards,
U2
A.C.R.O.N.Y.M.
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August 2nd, 2022 10:00
For the most part I open the lid once and leave it open until I shut the computer down in the evening. It is frequently transported, which is where this issue likely originates from.
A.C.R.O.N.Y.M.
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August 16th, 2022 13:00
To reiterate, during transportation it is in a laptop bag free of dust and debris. I'm not sure what could be causing the keyboard to make these marks or how to prevent it.
U2CAMEB4ME
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August 17th, 2022 02:00
@A.C.R.O.N.Y.M.
It is caused by the vibration during transporting the laptop.
This is not just a Dell problem but it seems that all manufacturers have had a few like this.
Regards,
U2
iieeann
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July 26th, 2024 13:50
This is not dirt. This is design failure of Dell. All G15 55xx have this problem. It is the scratch of the devider between keyboard and touchpad on LCD screen, it is permanent scratch. The LCD screen did not break, but this damage on LCD surface is irritating. I have to replace the LCD, and put silicone spacer between the cover and keyboard area to make sure they did not touch each other.
For those having good habit of using soft travel mousepad and always put it on the keyboard when the lid is closed will not have this problem.