Is Dell doing anything about this problem ? I have this issue right now (XPS 15 9560) and found it's not actually the hinge that broke(yet), but the part the hinge screws into(some might be referring to this as the palmrest?). Caitlin M. had a picture of this in this thread. This also looks to be the piece of metal that the corner screw goes into by the left hinge. I would attach a picture, but I'm not sure how (just joined).
Would Dell at least provide the parts for a DIYer to fix themselves? It's discouraging that a $1600 laptop hinge fails through normal use. I agree with others that the hinge was likely too tight from the factory as the lid has always been very stiff to open.
Yeah, we have the problem with an XPS 15 7590 less than 21 months old. We will continue watching the others in our group. We paid top dollar for the XPS model and it seems they are rubbish. It is ridiculous that the hinge fails this soon.
So everyone will be glad to hear there is no hinge defect according to dell. I didn't really expect dell to do anything but here is the response from dell on a support ticket I submitted.
Reply from Dell Support:
Our sincere apologies for this entire situation you have been through. We understand that things have not been as per your expectation.
We would like to inform that we have checked again and confirmed with teamthere is no known hinge issue for this system.
Like every manufacturer, Dell must abide by the policies and provide customers with assistance in accordance to the warranty your machine holds. We have reviewed your case and found that the system is out of warranty. I truly wish there was anything that could have been done to keep you a happy customer, if there was a way for me to offer you an exception in this matter, I would have. We appreciate your patience and business with Dell.
XPS 9550 EXACT SAME ISSUE! Left hinge is broken and the laptop has to bend flex and click into place each time opened closed. IT's a steady countdown before it completely damages te chargeport since it's loose inside the chassis as a result. What replacement part can be bought to patch it back up? Any links to buy in Canada?
It's poor engineering. My laptop, purchased in 2018 with 16gb RAM and pretty maxed specs, has been behaving the same way since 2019. They used really poor quality housings for the screws go into (plastic into soft metal). It breaks easily.
As a result of flexing I have replaced the charging port a handful of times (pretty easy and not really that big of deal - part costs like $15 max). I've had the machine apart more times than I can count. My last fix was using different screws I scavenged from other things in my house (scientific calculator). This shouldn't have to be a thing. Eventually this stopped working because things get stripped and you're just searching for a stopgap. Sadly, the performance bang for buck year over year haven't made me purchase a new one because it hasn't been worth it. But it's close to coming to that now.
I'd epoxy everything and be happy becuase the machine is still fast and works well. But I need easy access. The flexing of the case has made me take it apart and reseat the WLAN a few times because it has come loose. I've built and repaired many machines, and this Dell, although good performance for price and has served me well, has extremely cheap and poor engineering. I'm not buying another Dell, and will recommend my friends never do the same. Replacing parts or the screen, I can live with. Relying on being able to open the case without it tanking and needing a torx on hand to fix it? That's inexcusable. I can't be relying on a laptop for a presentation like this. Syonara Dell.
They admitted the glue problem on the 13" xps hinges but have yet to do anything for the 15" models. Our policy has changed not to buy any XPS models. We just purchased 4 new laptops for one group and none of them are XPS, and I am working on purchasing 5 more for another group, and I guarantee they will not be XPS. I love the specs, weight, and feel of the XPS, but it has to last more than a year. My users will just have to deal with the extra weight of a different laptop.
If you want a laptop that doesn't have any issues with the hinges, get a Macbook, which is what I just did. Didn't do it for the hinges, though, mainly got tired with the weekly cumulative updates for Windows which take 2 hours to download and install, even on my flagship gaming rig, a GE66 Raider with 14-core i9-12900HK and Geforce 3080Ti card running at 150W TDP.
Got tired of the chronic overheating issues of Intel CPUs, and pathetic battery life.
As for hinge issues, all the major manufacturers have problems with the hinges failing on certain models of their laptops: Dell, Lenovo, MSI, HP. Macs are the only one without this issue. And Mac users open and close the lids of their laptops more than Intel owners. So why not copy their design?
It wasn't that difficult; probably took around 45 minutes to an hour (aside from the few hours it took waiting for the epoxy to cure). Hope this helped someone (this was one of the top google search results so I think a lot of people have been experiencing this issue).
When the left hinge support bracket cracks or separates from the palm rest the only real solution is to replace the palm rest. I’ve tried to epoxy the hinge support back in place but the stresses on the hinge are too great and it failed. The support is pinned by three screws to the palm rest and another screw to the back. Structurally all four screws are needed to secure the hinge bracket. Do not try to close the cover without the back screwed on. This will snap the left hinge support. This job involves removing everything inside the palm rest. A new palm rest with keyboard and touchpad is anywhere from $150 new to $40 used. Removing all the parts is straightforward but tedious and a slip can cause irreparable further damage. If you are not familiar with working on a laptop I suggest you call find a repair shop. The job takes 2 hours. The process is described online. It is not an amateur job but I have done but it took two tries and two palm rests.
Or you can do what many of us did and loosen the tight nuts in the hinges. That way even if it's just epoxy, there won't be enough stress on the assembly. You can just loosen the left side; the right side has the kensington lock assembly that helps with the structural integrity.
Dell4806
2 Posts
0
May 12th, 2022 11:00
Is Dell doing anything about this problem ?
I have this issue right now (XPS 15 9560) and found it's not actually the hinge that broke(yet), but the part the hinge screws into(some might be referring to this as the palmrest?). Caitlin M. had a picture of this in this thread. This also looks to be the piece of metal that the corner screw goes into by the left hinge. I would attach a picture, but I'm not sure how (just joined).
Would Dell at least provide the parts for a DIYer to fix themselves? It's discouraging that a $1600 laptop hinge fails through normal use. I agree with others that the hinge was likely too tight from the factory as the lid has always been very stiff to open.
Dell4806
2 Posts
0
May 12th, 2022 11:00
This is exactly my issue too !!
packymuley
2 Posts
0
May 13th, 2022 09:00
Yeah, we have the problem with an XPS 15 7590 less than 21 months old. We will continue watching the others in our group. We paid top dollar for the XPS model and it seems they are rubbish. It is ridiculous that the hinge fails this soon.
So everyone will be glad to hear there is no hinge defect according to dell. I didn't really expect dell to do anything but here is the response from dell on a support ticket I submitted.
Reply from Dell Support:
Our sincere apologies for this entire situation you have been through. We understand that things have not been as per your expectation.
We would like to inform that we have checked again and confirmed with team there is no known hinge issue for this system.
Like every manufacturer, Dell must abide by the policies and provide customers with assistance in accordance to the warranty your machine holds. We have reviewed your case and found that the system is out of warranty. I truly wish there was anything that could have been done to keep you a happy customer, if there was a way for me to offer you an exception in this matter, I would have. We appreciate your patience and business with Dell.
NotSoHappy99
1 Message
0
May 17th, 2022 09:00
Same issue. Left one broken
Tanumi
2 Posts
0
June 24th, 2022 14:00
I have the same issue with my Dell XPS 15 9560. Left hinge was broken and now it 's not charging anymore, it seems the power is damaged.
I paid the laptop over than 2500$.
XPS15PROBLEMS
1 Rookie
•
20 Posts
0
August 30th, 2022 11:00
XPS 9550 EXACT SAME ISSUE! Left hinge is broken and the laptop has to bend flex and click into place each time opened closed. IT's a steady countdown before it completely damages te chargeport since it's loose inside the chassis as a result. What replacement part can be bought to patch it back up? Any links to buy in Canada?
JDB
1 Message
1
September 20th, 2022 22:00
It's poor engineering. My laptop, purchased in 2018 with 16gb RAM and pretty maxed specs, has been behaving the same way since 2019. They used really poor quality housings for the screws go into (plastic into soft metal). It breaks easily.
As a result of flexing I have replaced the charging port a handful of times (pretty easy and not really that big of deal - part costs like $15 max). I've had the machine apart more times than I can count. My last fix was using different screws I scavenged from other things in my house (scientific calculator). This shouldn't have to be a thing. Eventually this stopped working because things get stripped and you're just searching for a stopgap. Sadly, the performance bang for buck year over year haven't made me purchase a new one because it hasn't been worth it. But it's close to coming to that now.
I'd epoxy everything and be happy becuase the machine is still fast and works well. But I need easy access. The flexing of the case has made me take it apart and reseat the WLAN a few times because it has come loose. I've built and repaired many machines, and this Dell, although good performance for price and has served me well, has extremely cheap and poor engineering. I'm not buying another Dell, and will recommend my friends never do the same. Replacing parts or the screen, I can live with. Relying on being able to open the case without it tanking and needing a torx on hand to fix it? That's inexcusable. I can't be relying on a laptop for a presentation like this. Syonara Dell.
packymuley
2 Posts
0
September 21st, 2022 07:00
They admitted the glue problem on the 13" xps hinges but have yet to do anything for the 15" models. Our policy has changed not to buy any XPS models. We just purchased 4 new laptops for one group and none of them are XPS, and I am working on purchasing 5 more for another group, and I guarantee they will not be XPS. I love the specs, weight, and feel of the XPS, but it has to last more than a year. My users will just have to deal with the extra weight of a different laptop.
Clevor
1 Rookie
•
68 Posts
0
September 22nd, 2022 11:00
If you want a laptop that doesn't have any issues with the hinges, get a Macbook, which is what I just did. Didn't do it for the hinges, though, mainly got tired with the weekly cumulative updates for Windows which take 2 hours to download and install, even on my flagship gaming rig, a GE66 Raider with 14-core i9-12900HK and Geforce 3080Ti card running at 150W TDP.
Got tired of the chronic overheating issues of Intel CPUs, and pathetic battery life.
As for hinge issues, all the major manufacturers have problems with the hinges failing on certain models of their laptops: Dell, Lenovo, MSI, HP. Macs are the only one without this issue. And Mac users open and close the lids of their laptops more than Intel owners. So why not copy their design?
Life In Avalon
1 Rookie
•
3 Posts
0
October 17th, 2022 16:00
I was also able to shake out the broken part. Have any solutions come your way?
Life In Avalon
1 Rookie
•
3 Posts
0
October 17th, 2022 16:00
I was thinking along similar lines. What is a palm rest assembly, though? Will it reestablish the connection to the chassis?
parasquid
1 Rookie
•
2 Posts
1
December 30th, 2022 12:00
Found myself having time to deal with this, and repaired mine via epoxy. I have some pictures here: https://www.hackworkplay.com/2022/12/30/fixing-the-broken-hinge-palmrest-of-the-dell-xps-15-9560/
It wasn't that difficult; probably took around 45 minutes to an hour (aside from the few hours it took waiting for the epoxy to cure). Hope this helped someone (this was one of the top google search results so I think a lot of people have been experiencing this issue).
Dlmoon43
1 Rookie
•
3 Posts
1
December 31st, 2022 13:00
When the left hinge support bracket cracks or separates from the palm rest the only real solution is to replace the palm rest. I’ve tried to epoxy the hinge support back in place but the stresses on the hinge are too great and it failed. The support is pinned by three screws to the palm rest and another screw to the back. Structurally all four screws are needed to secure the hinge bracket. Do not try to close the cover without the back screwed on. This will snap the left hinge support. This job involves removing everything inside the palm rest. A new palm rest with keyboard and touchpad is anywhere from $150 new to $40 used. Removing all the parts is straightforward but tedious and a slip can cause irreparable further damage. If you are not familiar with working on a laptop I suggest you call find a repair shop. The job takes 2 hours. The process is described online. It is not an amateur job but I have done but it took two tries and two palm rests.
parasquid
1 Rookie
•
2 Posts
1
January 3rd, 2023 10:00
Or you can do what many of us did and loosen the tight nuts in the hinges. That way even if it's just epoxy, there won't be enough stress on the assembly. You can just loosen the left side; the right side has the kensington lock assembly that helps with the structural integrity.
dotmitsu
4 Posts
0
March 28th, 2023 18:00
I have the same problem on my Dell XPS 15 9520 within a month of purchase. This is my first and last purchase of a Dell product.