XPS 9550 Swelling Battery and CPU Failure BIOS Code

Question

Going to be a long post, sorry in advance. Noticed a couple of weeks ago that my trackpad was raising up out of the computer.  About a week ago it stopped working correctly. The trackpad is now distended over 1/8th of an inch over the level of the 'deck'. Today I received a notice from Dell that they've received reports of swelling batteries, that they were offering battery replacements, and that my service tag was identified as a potentially affected computer - they'd even send a tech out to me to install the battery if I didn't feel comfortable (I do but beside the point).  Huzzah! I thought, a company out in front of issues for once!  To be careful in today's world, I wanted to verify the service tag number in the email before clicking the link in the email just in case it was a particularly clever phishing email. That's when my night went south.  I tilted the computer up to read the tag number and it went dark.  No fanfare or anything, just no power anymore.  Set it back down and pushed the power button.  Silence and then the BIOS code for CPU failure...  Started standard troubleshooting (all peripherals unplugged through pulling the SSD and memory to try to get it to do anything but 2 amber, 1 white flash.  Unfortunately no change.  Decided to call Dell support (as instructed in the email) and was told I needed to be transferred to non-warranty repair.  At the point when he said I'd have to pay for support I explained (not rudely) about the 'recall' email.  He transferred me to warranty service...who promptly transfer me to non-warranty service.  I explained the situation they again and was told that I would have to send it in to the 'depot', that it may be up to 15 business days, and that I'd be charged for repairs other than the battery. I explained that logic would dictate that the battery swelling and/or voltage issues arising from that were likely to blame for the other problems.  I also explained that this computer had already been to the depot two or three times already for factory issues.  I told him to hold the progress.  Furious is too mild of a word for how I feel.  I now have a $2500 paperweight that Dell caused the failure in via faulty parts.  I pulled the rear cover to verify swelling and four of the cells are like balloons, the wrapping is beginning to separate at the corners.  In addition there is a clearly visible component of the motherboard that is fried, I'd suspect that's what went when the computer went dark.  To add insult to injury, I tried to remove the battery to get it stored in a location that wouldn't burn the house down if it decided to catch fire only to find that one of the screws holding the battery in is stripped, I haven't been able to compete removal of the battery because of this. I would greatly appreciate some help, phone support has me so angry (I was never rude, in fact madE sure to keep my voice as calm as possible throughout) that I can't see straight.  I've had almost every Inbee of the major issues with this computer that have shown up on this forum and I love the computer when it's actually working correctly. I've removed the SSD to (hopefully, unless it fried too) preserve my data and will try to find a safe place to store the entire computer away from anything even remotely flammable, just in case.   Chris

chrispete · Answer

Sorry for the typos, had to post from phone...

Dell-SreejithR · Answer

Thank you for your message.

The battery issue can be resolved by replacing battery & the touchpad as a onetime exception.

If there are any other issues reported, this will not be covered under warranty.

As informed by the technical team, the system can be shipped to our depot service to get the battery swelling issue fixed, which will also cover the touchpad. However, for the no power issue, you will need to pay for the service.

This is done as a one-time exception even though the warranty has expired.

For my reference, please click on my Dell username & send a private message with the service tag, registered name & email address.

ejn63 · Answer

See above.  They are willing to replace the battery and the palmrest as indicated.  The mainboard failure is a separate issue - that is NOT going to be covered out of warranty.

chrispete · Answer

Let me make this clear.  Dell sold me a faulty computer.  It has already been to the depot multiple times for factory issues.  In the year and a half I've owned it the computer has been at the depot for two or three months.  The email from Dell yesterday stated they'd send a tech out but apparently your company won't even back that statement with action now.  This is a consumer safety issue at this point - maybe you should read up on Samsung's botched response to this exact same situation.  In addition, prior to the battery swelling the computer was actually working perfectly for 6+ months.  After the swelling started components began to fail, apparently including the motherboard.  Please escalate this issue beyond front line tech support.

Dell-SreejithR · Answer

As informed earlier, we will not be able to cover any other issues apart from the battery & touchpad. As the message indicates the exception covers only the battery & no other components.

We can replace the battery & ensure that the touchpad is working fine, this will be done without any charges. For any other issues, you will need to pay for the service as the warranty on your computer has expired.

chrispete · Answer

Sorry, the computer worked prior to the battery failure, afterwards visibly fried components are present on the motherboard.  Lithium Ion batteries are known to cause voltage under and over-spikes during failure.  I will not be penalized due to a failure of Dell QA on the batteries used in this computer.

ejn63 · Answer

It's more likely the battery failed due to components on the board having failed - and yet Dell is willing to replace the battery out of warranty (which most manufacturers won't do).

chrispete · Answer

Please read OP, Dell is doing a 'soft' recall on this particular batch of batteries because they spontaneously swell and have done so on many people.  Take a moment and Google 'XPS 15 swollen battery' and read a bit before jumping on the 'skewer the whiner' bandwagon.  I'm not the first to have additional damage to my computer, specifically the motherboard, from the battery swelling and failing..  I have the email from Dell proving  they finally acknowledged the issue. The battery swelling preceded the motherboard failure by weeks, it wasn't until it completely failed that it took out the motherboard. Again Google 'lithium ion battery failure' and read up, wild voltage swings are among other issue happen when the battery fails.  I truly believe that had I gotten the email from Dell a few weeks earlier regarding this I have had a replacement battery shipped and that would have been the end of it and I'd have a perfectly working computer.  That's why I'm upset,

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