I've just found this link: https://www.dell.com/support/orders/us/en/19/returns?c=us&l=en&s=dhs. Perhaps returning these is the route to go? I suppose we could then just take the cash and spend it elsewhere....
With regards to me not responding, when you posted the messages last night, it was outside of my shift times in the UK. My shift times and geographic location are in my signature.
As for the issue being something we are aware of, I really wish it was something as simple as that with an easy fix that I could easily roll out as that is helpful for everyone involved. As others have posted on this thread, there are a multiple failure points both hardware and software that need to be ruled out to determine what is causing throttling and performance issues. Each potential issue has to be looked into with troubleshooting carried out. The issue we have is that every system is different and steps that may have worked for Benny, may not necessarily work for you. We need to take each case on it's own terms and then troubleshoot accordingly.
In response to you needing immediate support and wanting to speak to a supervisor, we have plenty of support options available that can put you in touch with the right people - there is phone support, email, chat and on social media there is Facebook and Twitter. Here is our contact page for support
I shall send you a private message requesting your service tag so I look into your case history and see if there is anything further I can do to help you get a resolve.
I hope this information helps.
Social Media Support
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
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I am just reading this after just sending you a detailed message. I've never really participated in such forums previously so I'm a bit slow on the uptake here!!! I apologize for my hasty and unsupported conclusions, and look forward to getting caught up on what has been going on here with similar input.
Thank you in advance, Alan!!!
Hello. one thing to double check from a hardware standpoint. I ran into this with mine. I cracked open the computer and found that dell did not secure my heat sink at all to the board. they simply used the thermal past and no screws. so the only thing that was keeping the heat sink on was the thermal paste. Thankfully my system didn't burn up because the chipset has thermal protection. but what was happening was that my system was throttling down so it wouldn't overheat. I called dell support and after quite a few unecessary trouble shooting steps with thier support team. (you have to go through the motions with the entry level staff) I finally convinced them that indeed my screws were missing to hold the heat sink on. they finally agreed to send me a set of screws. I ordered some quality thermal paste and the system is running alot better now that it can cool itself properly. made a bid difference. Just something to double check you can remove the back cover and easily see if your heat sink is secure or not.
Well, Benny, I'm back! What is new with this on your end? Much to my dismay, I lost track of this thread and have only just found it again.
I'm still stuck with the issues and am now being blamed for causing them. I totally thought they were trying to run my warranty down, too, but then they thought they'd discovered a way to place me in the seat of accountability. I'm horribly upset. I did end up sending the thing (which I once proudly look upon as if it were my child - such a bright future I once thought we would have!!!) to Texas - big mistake, but as you know, they claimed this was the only way the mechanical issues (already diagnosed as mechanical!) could be repaired.
Well, they told me that I had broken some inexact thing related to the power-cord not staying plugged in (the least of my worries). After much haranguing of me, they finally agreed to fix the other (far more dire) issues. (Oh - they even claimed that there was a scratch on my much-babied computer, of which there still isn't one, as a means of discrediting me to myself that I had broken whatever-they-couldn't-explain it-was!) It was returned unfixed.
After weeks of aimless this-and-that with tech "support" (and my freelancing work at a dead halt, for which I am now neck-deep in a marsh of financial sludge), they've returned to the power-cord problem!!! Now, they claim that I have spilled water (where on earth did these people over in India who've never laid eyes on my computer come to such a precise conclusion - water! - when those who had it in-hand couldn't make such a decisive conclusion, I wonder?!
They've shamelessly focused on the irrelevant i order to completely blow off the major. A $2500 (not $2000, as I'd previously stated) that's not worth a dime six months following it being "new". (I now wonder at even this because I saw elsewhere that one gal having the precisely same issues was offered a refurbished replacement!!!). I'm just sick. I cannot believe this. It is unfathomable.
I have contacted Alan separately and hope he will be of understanding and comprehending assistance. In addition, I hope to find some answers within this thread. Regardless, Dell is in breach of its warranty - which is effectively a contract with the consumer - and are totally negligent. There isn't a computer mechanic in the world who would reach the same nonsensical conclusions nor a court in the US, where Dell is DBA) that wouldn't find Dell at fault with repercussions far exceeding the cost of these computers and covering all court costs of the defendant(s - should it become a tort proceeding!). I'm just that upset at this point. Quid pro quo...
You are not alone! I've had the same problem with mine and went through four long-duration tech calls each almost an hour long, multiple emails back and forth and finally (2 months later) they sent out a technician (local guy who was fantastic!) And he replaced the motherboard.I specifically asked him to check the thermal paste and make sure that it would not overheat. But I have the same problems anyhow.
Plus I got new ones like the infamous dancing cursor which decides to jump to a different place in the page when I'm in the middle of typing (grrrr), and a computer that heats up for no apparent reason with an incredibly loud fan even though thermals are low and battery usage is under 40%.
If I stream of video or charge it for more than an hour It gets so hot I end up having to put it in the refrigerator! this thing cost as much as a used car it should be able to function better than my 4-year-old Zen book .
Anyhow yet another rant wont help you out. So here's some tips and tricks I have found that have been helping
-First of all change your power profile
-As a chrome user I know this one is tough but if at all possible use a different browser. For some reason chrome, Windows 10 and XPS 15 just don't like each other
- I don't game, but if you are and it's possible to go into airplane mode do that. I've discovered that a lot of my slowdown is from processes running in the background that are trying to do a pull Online
-And again as stupid as it is, some reason working on this computer when it is not plugged into the charger seems to be easier on the system.
Bill knows there's a problem with these systems. We know there is a problem with these systems.
However they can't do much other than their job which is to go through the tedious and long customer service handbook and troubleshoot, tell you to run system diagnostics, then eventually tell you to reinstall your OS and all the drivers and then you're going to have the same problem anyway. Not saying that's gonna be the issue with every machine, that I have seen so many of these posts saying the exact same thing with the same problems that honestly - if you can save yourself the trouble and just try the troubleshooting tips instead.
Best of luck with that to you and to everyone else 🙂
And if anyone has any other tips - please share them there always really helpful thanks!
Hey man, thanks for your response. your experience doesn't give me much hope as @Dell-Alan Dhas requested the mobo, processor and RAM be replaced by the technician who is supposed to come, but if they didn't fix it for you... my hopes are not high.
When I play games, they are always online. flight mode isn't an option for me.
Yeah, I bought this computer to play games and do work.. so it's unfortunately that this expensive machine is just unbearably defective and it seems the problem is NOT just with my rig. You'd think they would ask for a recall of a few of these machines, find out exactly what the problem is, FIX IT and then do that for all the same rigs. It's clearly a common manufacturing problem that they are reluctant to call back due to cost, but... as of right, they just lost another 2 grand from me when I buy a new computer in a couple years (probably a year if they can't fix this POS haha)
Had Dell XPS 15 for about a year now and noticed this sluggish problem with every program around a week ago, no idea what brought it on. Read through some forums and thought it might have been an overheating or driver issue. Since I am not a computer guy, ended up taking it into the local shop and they fixed it by updating the BIOS. Apparently a new BIOS came out a couple weeks ago from the Dell website? For computer folks, hope this points you in a new direction. For non-computer folks, just take it in to your local computer shop and save yourself hours of trouble browsing forums and dealing with terrible dell costumer service.
You can also try changing the WiFi card, some applications constantly perform traffic and because the WiFi card has issues it may may apparently slow down your laptop. It's not the CPU but the WiFi card. Intel has some cheap, compatible WiFi cards and they are easy to install.
I had this problem as well, for the mouse was slow, the page refresh wasn't fluid ...
I disabled the Nvidia graphic card and the computer worked much more better.
I think the problem comes from compatibility between the Nvidia and the chipset graphic card.
Someone tried this ?