Trying to Replace Keyboard Under Warranty

For what model system?  On the vast majority of recent Inspiron systems, the keyboard is not separately replaceable -- a complete replacement of the palmrest assembly is required.  Given that this procedure requires a complete system teardown to accomplish, it isn't a something that is considered user-replaceable.  It would have to be done by either shipping the system for repair, or dispatching a technician with the part, depending on the type of warranty you purchased.

Thanks for the reply.   < Private Service request number removed.TOS73>   

None has told me that the keyboard is not available as a separate item. 

Keyboards are not considered user-replaceable by Dell -- you would have had to arrange service (or was that offered and you refused in favor of asking for the part to be sent)?

I was never told that the whole assembly had to be replaced and assumed as the keyboard is a very simple thing to remove I told the agent that to save them sending someone to do it I could do the job myself. I have no problem having someone do it for me but my assumption was that sending me a keyboard was the simplist way to fix the issue. Please contact me via email if you can rectify the situation by having someone do the job and we can have this matter put to rest. It has only become apparent that I did the wrong thing in the last 24 hours via this board and if someone had told me that the whole assembly needed replacement I would have taken the offer to have someone do it. 

If the warranty has now expired, repair will be at your expense.  It sounds like you simply asked for a keyboard replacement -- rather than working with a troubleshooting session and a technician.

With an expired warranty at this point, if the keyboard needs to be replaced, you have two options:

1.  Contact a local repair shop for a price  or,

2.  Contact Dell spare parts for a repair quote.

The number you provided does not point to the system model number - but just about all Inspiron systems of the last few years require complete disassembly to replace the palmrest-keyboard assembly, so expect the labor charge to be appreciably higher than the part cost.

What number is not specific to this claim? 

This claim was made PRIOR to the warranty expiring and I bet if I ran this through Australian Consumer Affairs it is deemed valid. The fact that there has been a total lack of communication and nil advice that I asked for the wrong thing and was not advised I had done so by Dell's representatives (all 6 at last count) should reinforce that. If that is the way Dell wants to proceed tell me and I will get things underway for a consumer claim. 

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@Chris Parks wrote:

What number is not specific to this claim? 

 

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38TLD2 is not a valid Service Tag number in Dell's system.

You do what you need to do. We are not familiar with Australian laws as it pertains to consumer goods. 

My apologies and my response is indicative of my frustration with Dell's failure to communicate to any emails I have sent to agents who have sent emails to me and NEVER followed up at all. The service tag number is wrong because of a typo on my behalf, it is . 

It is always better to use chat or phone for technical support calls.  That said, the keyboard on this system is relatively easy to replace -- it's an older design that unlike the newer models, doesn't integrate the keyboard-palmrest-touchpad assembly.

https://www.dell.com/support/home/en-us/product-support/product/inspiron-15-3576-laptop/docs

You'll need to contact Dell locally to find out if they'll cover the replacement at this point.  

Greetings!

This is Himansu, one of the Managers at Dell Social Media Support.

This case was brought to my attention. I've reviewed your journey with us, and I apologize for the inconvenience you’ve experienced.

I have advised my team members to look into this case on Priority and provide you the best possible solution.

Take Care & Stay Safe.

Himansu

Thanks for the reply but due to the frustration this has caused me I have abandoned the use of Dell products and disposed of the unusable laptop. As you can guess I have been very disappointed with the response or lack of it that I have experienced as I was a rusted on Dell user having bought numerous products from Dell over the years, 6 laptops at least, a monitor, and a few minor items as well. I was always sceptical of the stories of poor service from Dell because I have had repairs in the past that were dealt with quickly and efficiently but this has been an experience I wouldn't wish on anyone.