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alekei
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XPS 15- 9575 2 in 1, motherboard failure

Hi,

I bought a Dell XPS 15-9575 2 in 1 for college this past September. I maxed it out since I literally use it only for rendering projects, video and photo editing.

Let me begin firstly, the bios wouldn't update and the touchpad would go crazy. Sometimes but after a restart it was OK. After something I did the windows crashed. Talked with the support and had my motherboard changed and reinstalled the oldest windows 10 version that exist 1709. After spending the whole day installing the drivers necessary for it to work alone and updating the windows, I thought finally everything is OK. But no, another issue appears. While I use the laptop not on a desk but on my lap after several pauses of the music or video that is playing, all of a sudden there is no sound. The speakers are connected and the sound trouble shooter doesn't find anything wrong neither the diagnostic tools from Dells website or the SupportAssist. Additionally, if I press the traditional buttons on the touchpad, it really starts acting up! Please don't tell me to do a test from the bios or what its called by pressing F8 or F11 or whatever. Do you want to know why? Because everything is solved with a restart on the machine but they reappear! After having spent $3000 on a supposedly high end 2 in 1 laptop and having used it so little since I bought it, I am not happy that such problems appear that the technical support doesn't have any idea why they occur! Also I am not fond of the idea of having a technician coming to my home opening the laptop with bare hands without any anti-static gloves on and changing some parts with a relative difficulty. Besides, I don't think that opening again and again the laptop chassis and changing parts that a machine put together in the first place is going to change the situation for the better. I am a high end consumer and for the money I paid, I want Dell to take responsibility for their faulty machine. It is a shame for such a company to have one of their supposedly best laptops having such problems. I am requesting for a new laptop. I want my moneys worth, not new parts arriving in my house with a mediocre technician. I want the matter addressed from a superior and not from a fake tech wizard from the forum.

Thank you in advance.

The above picture is from YouTube. The translation in English of the message is "audio performance error. restart your computer". While the groove music sends a message saying that it isn't possible to find an audio device.

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Moderator
Moderator

Re: XPS 15- 9575 2 in 1, motherboard failure

Click my name and private message me the PC service tag number.

 

Dell Policy = A new PC exchange is ONLY permitted inside the first 30 days from the Dell invoice date. Not 5 months later. After three onsite services have failed to correct the issues, a refurbished PC exchange would then be in order.

 

But, if a restart of the PC fixes the issues, then you are not looking at hardware failure. You are looking at operating system, driver, or software conflicting with the operating system that you installed as the culprit.

 

* After you installed Windows 10 1709, before adding any audio software, applications, or games, did you thoroughly test the PC? Or did you immediately install your 3rd party stuff?
* List every 3rd party audio software application that you installed.
* List every 3rd party game or other application that you installed.

 

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