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1 Rookie

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6 Posts

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January 20th, 2025 15:37

Dell not providing support service

I have a service request open since Jan 7.  At the time I had premium support.  I was told at the time I would be contacted within 2 days.  I have not heard anything.  I have sent request for an update on the problem with no response.  The service request is marked working.  The issue is my processor fan is failing.  What do I need to do to escalate this problem?  My premium support has expired now since I wasn't willing to renew it since I had no response from Dell.

Paolo

10 Elder

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26.4K Posts

January 20th, 2025 17:48

https://www.parts-people.com/index.php?action=item&id=33458

If you're in the US, that's one source.  Otherwise use the part number to search locally.

It's also easy to replace.  Service manual:

https://www.dell.com/support/product-details/en-us/product/xps-15-9500-laptop/docs

10 Elder

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26.4K Posts

January 20th, 2025 16:14

If the support/warranty has expired, you won't hear further.  Why did you not call if the support was ending soon?

1 Rookie

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6 Posts

January 20th, 2025 16:23

I did call.  I talked to a Dell support tech who confirmed my problem and then shunted me off to JustAnswer.com who told me they couldn't actually fix the problem.  No one with whom I have talked at Dell has told me what I need to do to fix the problem.  I have continued to send agent a message from the service request without a response.  This can't be a complicated problem to fix.  I even tried going to BestBuy, but they told me it would take 3 to 5 weeks.

Paolo

10 Elder

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26.4K Posts

January 20th, 2025 16:30

For what model XPS do you need a fan?

1 Rookie

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6 Posts

January 20th, 2025 17:09

@ejn63​ 

XPS 15 9500.  This doesn't seem to be a part I can get from Dell and replace myself.

Paolo

1 Rookie

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6 Posts

January 20th, 2025 19:05

@ejn63​ 

Thank you so much for the information.  I purchased it online and now I just wait for it to get here.

Paolo

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