sbextra3
1 Nickel

RE: XPS 18 Tablet not charging while plugged in??

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Please let us know how it works out. My new unit is exactly the same. Now, both of my units were made at early 2014 and mid 2014 respectively. At least that's what the Dell software reports. Maybe there's some new inventory that the problem has been remedied. If so, that would be good information as well. And I'll keep swapping until they get it right. 

After forwarding the three new customer issues posted here to my tech contact, he thanked me and said he's still waiting to hear from engineering. Not sure he's pushing everything I'm sending him or he's just appeasing me by answering and waiting to hear from "Engineering".

However, if I keep a bug in his ear and the rest of us tell our respective tech support people, maybe this will become an issue they'll finally address.

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philengle
1 Nickel

RE: XPS 18 Tablet not charging while plugged in??

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The response I received from tech support after forwarding this thread:

"We appreciate you taking time and doing extensive research over the web. After reviewing the link you shared and going by comments we can say that it was one odd situation where the problem repeated after system exchange however not all units have this issue. We are confident that replacement system should correct the problem and my backend team has also confirmed the same hence request you to wait till the unit arrives and confirm the status after usage."

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sbextra3
1 Nickel

RE: XPS 18 Tablet not charging while plugged in??

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philengle--

After reviewing the link they found ONE ODD SITUATION after system exchange?

wow.

Hopefully your replacement will be good. If so, the one or two or three or four of us can use your replacement as a guide to figure out the differences in your new unit and what we need to request to fix our systems.

As posted here, the motherboard replacement solution worked, but my tech rep feels that was just another odd situation and doesn't think it will fix my exact same problem.

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philengle
1 Nickel

RE: XPS 18 Tablet not charging while plugged in??

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I decided to refrain from commentary, but I think 'Wow' sums it up nicely!  I'll report back when I get my new unit.

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7- Thorium

RE: XPS 18 Tablet not charging while plugged in??

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I just got this from one of my Dell Tech contacts. You may want to use it as a guide for tech support when requesting warranty service for your XPS 18:

Un-docked (Run this test first)
* Connect the AC adapter directly to the XPS 18 left side power port
* Check the battery charge light located on the right side of the XPS 18 and the battery icon
   displayed on the screen
* If the battery is charging, the battery, AC adapter, XPS 18 are working
* If the battery is not charging, the battery and AC adapter should first be replaced. If that does
  not correct the issue, a Return To Depot repair or onsite technician repair should be setup to
  replace the motherboard. If the motherboard replacement fails to fix the issue, a used like for
  like system exchange should be set up

Docked
* You have already ran the above steps and verified that the battery, AC adapter, XPS 18 are
   functioning and charge the battery
* Connect the AC adapter to the Powered Stand power port
* Ensure that the indicator on the Powered Stand turns solid white to confirm that the connection
  is secure
* Check the battery charge light located on the right side of the XPS 18 and the battery icon
  displayed on the screen
* If not charging, the Power Stand should be replaced
* If that fails to correct the docked issue, the motherboard should be replaced
* If the motherboard replacement fails to fix the issue, a used like for like system exchange
   should be setup

Hope this helps!

Ron

   Forum Member since 2004
   I am not a Dell employee

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cslynch22
1 Nickel

RE: XPS 18 Tablet not charging while plugged in??

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Dell is sending a replacement unit to me today.

The new exactly what the issue was and I sent them this thread and immediately they called it a mb issue. Hopefully the new unit works.

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plindquist
1 Copper

RE: XPS 18 Tablet not charging while plugged in??

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For me (nine months ago) they first replaced the display, then the stand, then the MB...it has been working since, but I spent the few hundred bucks to extend the full warranty.

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sbextra3
1 Nickel

RE: XPS 18 Tablet not charging while plugged in??

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CSLYNCH22

Hopefully they're sending you a more current unit that has had the problem resolved. I suspect that many of us are experiencing what PLINDQUIST went through 9 months back and that our units were manufactured around the same time.

Maybe they figured out the mb problem and they've remedied it in more current models.

If they send you a new one and it works, please let us know so we can push our tech support reps.

They did the screen swap, then the full unit swap and still have the problem. They suggested sending me a third stand/cradle but decided to ask "Engineering" for a solution first. Said it would be 24-48 hours. Been five days.

Interesting that your guy said they knew of the problem and knew the solution.

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cslynch22
1 Nickel

RE: XPS 18 Tablet not charging while plugged in??

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I am not suggesting that they openly admitted to that. 

But my Chat session was literally about 15 lines of chat total.

I explained exactly what was going on with the charging. The rep said, Give me 2 to 3 minutes and then came back with they could send a tech out to replace the hardware defect or they could send me a new tablet since mine was brand new arrived this week. 

Given they did not go through all the horrid tech questions  ("are you plugged into the wall outlet?") that tells me they know there is an issue.

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sbextra3
1 Nickel

RE: XPS 18 Tablet not charging while plugged in??

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Latest on my end:

I reminded them, they tried this and a new display on the first unit before they sent me an entire new unit. He still wants to do the POGO board on the new unit. Well let you know.

Hello Scott,

Thank you for choosing Dell.

 

We appreciate your patience in letting us work on the issue. We did got the update from engineering team to replace POGO BOARD for the system to resolve charging issue. We did seen replacement of POGO board has resolved most of the issues reported with the charging. I will go ahead and setup a dispatch for the POGO board part. Please let us know your consent so that we can setup a service call for part replacement. 

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