Repeated Repairs Without Resolution on XPS15

I would like to share my recent and ongoing experience with Dell support in hopes of receiving further attention from the Customer Care team.

In May 2025, I contacted Dell for service because my laptop screen could not fully close. During the first repair attempt, the replacement display assembly was defective, so a second replacement was performed. After that, the screen could close properly.

However, in September 2025, the same issue occurred again. The screen once more could not fully close, especially when the laptop was placed vertically. In such cases, the screen would open by itself, and when stored in my bag it would cause the system to power on unintentionally. Dell arranged a third replacement of the display assembly in September, but the issue was not resolved.

Dell then suggested sending the system to a depot. Unfortunately, depot repair was not a viable option for me since it requires shipping time, I rely on this machine for work, and Dell does not provide a loaner device. Moreover, my warranty explicitly includes Accidental Damage Protection and Onsite Service, so I should not be forced to downgrade my service level to depot repair.

Under these circumstances, Dell attempted a fourth repair, this time by replacing the palm rest assembly. This onsite service took place today. Unfortunately, the problem still persists: the screen still cannot fully close. On top of that, I discovered that USB 2.0 and USB 3.0 devices are no longer recognized on all USB-C ports, creating an additional hardware failure.

This means that a fifth repair would now be required to address both the screen and motherboard issues. The onsite engineer immediately contacted Dell support via phone, described the situation, and after reviewing the repeated failure record, the Dell representative on the call agreed to proceed with a system exchange.

However, despite being assured that I would receive follow-up via email, I have not received any response for several hours. When I contacted Dell’s online chat platform, I was told once again that the exchange request could not be processed until yet another repair attempt was made.

I have already gone through multiple repair attempts for the exact same issue. It is unreasonable to expect me to continue with endless repairs that do not resolve the problem and, in fact, introduce new ones. I have invested considerable time and effort into this case, yet the issue remains unresolved.

This experience has been extremely frustrating, and I sincerely hope Dell Customer Care can step in to ensure a fair and reasonable resolution.