UNSOLVED
Dell XPS 13 9345 screen problem
Hi
I have an XPS13. Its only14 months old. When i lift up the screen away from the keyboard the screen is ok until it gets to about 35 degrees angle then the screen goes dead. Below the 35 degrees threshold the laptop and screen work fine. When the screen reaches the 35 degree angle and goes dead the lights keyboard are still working. This suggests to me there may be a loose wire that stretches away from the screen when opened cutting the power to the screen. The laptop is just out of warranty but i dont think its fit for purpose.
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Posted February 13th, 2026 16:01
Thanks for the reply ejn63. Do you work for Dell?
I used this community because Dell does not seem to provide any customer contact service for such complaints, I have tried the mechanisms to communicate with them available through their website which is both tortuous and pointless. Do you know of an email address or an actual head office address that I can submit my complaint to. I am in the UK. Cheers
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Posted February 13th, 2026 16:26
1st & 2nd Floor, One Creechurch Place, London, EC3A 5AF, UK.
No, I do not work for Dell.
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Posted February 14th, 2026 12:36
Hi
Just to supplement the excellent answer given above ...
A good internet search reveals:-
Dell’s main UK presence is now a single corporate office in London; other historical UK addresses (e.g. Bracknell) are no longer listed as active offices.
Current Dell UK corporate office
Corporate office / UK HQ
Sales (UK)
General UK head-office contact (widely used published number)
WOW a freephone number.
Kind Regards
anne_droid
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Posted February 16th, 2026 13:44
Hello I have an xps that when i lift the screen away from the keyboard the screen goes dead when it reaches about 35 degrees angle. The laptop is out of your warranty but is only 14 months old and i think it has a manufacturing fault and is not fit for purpose.
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February 16th, 2026 06:22
Contact Dell GHN (Get Help Now) chat technical support Monday through Friday. Click the blue "Get Help Now" on the right to start a private live chat session. Share the private Service Tag with them so that they can verify the ownership and warranty status. This will also generate a unique Technical Support case for your unique Service Tag. If already out of warranty, click here for the Dell out of warranty offering.
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February 16th, 2026 09:52
Hi Jesse L
Thanks for your response. I have tried the get help now function. Its just a chat bot and not much use. I have spoke to one of your service technicians who raised a support case to arrange for my lap top to be picked up and be fixed by your technicians but she said this would be at my cost because my lap top is out of Dells 12 month warranty. I explained that the lap top is only 14 months old and should not break after 14 months unless it was "not fit for purpose". I asked her if Dell had a customer service department which has led me to this point. If it is not you, can you tell me who and how i can communicate this issue with someone (not a virtual assistant or a chatbot) so that i may get this resolved.
Thanks
Peter
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Posted February 21st, 2026 14:52
<Do not start multiple threads. Merging this to your original thread. DELL-Admin>
HiI have posted this issue before on the 13th Feb but have not been able to get Dell customer service to contact me.
I have a dell XPS 13 9345. When i raise the screen away from the keyboard at about 30 degrees the screen goes dead. A dell agent did respond to me on the 16th Feb advising i use the Get Help now blue button (which i had already done and i eventually spoke to a repair agent who wanted to charge me for the repair which i dont think is reasonable). Can I ask a Dell customer service agent to contact me please. When you contact me please do not give me one line of advice and then close the conversation i want to be able to converse with somebody who I can escalate this problem with.
Thanks
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February 19th, 2026 22:13
The only thing Dell will give you is an out of warranty repair quote at this point.
If you believe the system is unfit for purpose, contact whatever local authority you have responsible for enforcing that policy.
ejn63
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Posted February 13th, 2026 15:45
Check the connection between the display and mainboard and the condition of the display cable.
Service manual here
https://www.dell.com/support/product-details/en-us/product/xps-13-9345-laptop/resources/manuals
Any recourse you seek for an out of warranty repair, you'll need to refer to whatever local authority enforces the local laws governing fitness for purpose.