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Vishnu MUNI
1 Copper

XPS 13 9360 motherboard failure!

I bought a Dell XPS 13 9360 in the US in June, 2018. I started facing a hinge problem as early as one month of purchase. It was making clicking sounds when it was opened or closed. Applied a fix and it was ok, had to tighten the screws on the back panel.

One month later i.e 2 months after purchase,on normal day, my laptop decided not to switch ON. The light on the power button would come ON for 5sec and go OFF. I immediately called up customer care, and after an hour of online test they told me that my motherboard had to be replaced. I was in India for a while and had to send my laptop back to the US for repairs under warranty. While my laptop was in transit, i looked up this forum and a few other for this issue. Was extremely disappointed and shocked to find out that this issue is not only common with the 9360, but also with previous model.

I wrote a mail to dell with all the links to the dell formus where this issue was mentioned and asked them for a refund or upgrade me to a model where these issue were fixed. The reply from Dell is, and I quote

" We truly apologize that the system was not powering on; I would request you to ship the system to depot and we will have our technicians check the hardware and get this issue resolved for you, regarding the refund we truly apologize that the refund is processed within the 30 days from the date of invoice. 

 I would once again request you to ship the system to depot and we will have it thoroughly checked and get all the issues resolved and ship it back to you.

 Your experience with Dell is utmost importance."

So even if the motherboard issue is so serious, Dell is not ready to refund or upgrade our PCs even after they have received multiple complaints with the exact same problem, not only from this model but a problem that has been evident in previous generations of the XPS 13. It is understandable if it occurs after maybe a couple of years of using it. But a motherboad failure in just 2 months for a premium laptop is just not acceptable. 

I hope dell looks into this matter serioulsy!

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3 Replies
ezail
1 Copper

Re: XPS 13 9360 motherboard failure!

Exactly the same problem. It happened just two weeks after purchase. I got it repaired and motherboard changed and it last only 2 days and the same problem. And because it was after 30 days period (doesn't matter that half of it the laptop was in Dell's repair facility), they cannot give me a refund. Preposterous. Dell never again!

 

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Re: XPS 13 9360 motherboard failure!

I think 30 days is pretty good, I believe Apple's for example is 14 days. Just for comparison. 30 days is plenty generous for a buyer to discover any obvious known defects in a product. Yes, its always frustrating to have these issues creep up just after that deadline. But that is what the standard warranty is for, to address any issues and to fix them. You will be hard pressed to find a PC maker that will refund you after 30 days except for possibly a catastrophic failure that would make the PC unrepairable. If its a motherboard this is not the end of the world, they can replace the motherboard and fix the issue. In almost any product there is a percentage of issues this is why most products have a warranty. 

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Re: XPS 13 9360 motherboard failure!

Sadly I am on my second mother board in 8 months. 

 

Spent an hour 6 months ago pushing a button and letting the tech know, nothing happened.

 

Called today and spent another hour doing EXACTLY THE SAME D@*N thing.

 

This is my last DELL ever.

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