I'm having the same issue with my XPS 12 with only 3 days left on warranty. I have had numerous other troubles too -- weak internet, compared to my other Dell laptops, touch screen non-active when switching between keyboard and touch, etc....
Well good luck... It took me over two months now of working with dell to get them to send me a different model. As of today im still awaiting its arrival but I was told I was being shipped a new XPS 15 Touch to replace the already replaced twice XPS 12 I have now. Honestly enough complaining to them and I'm sure you'll get some help maybe not a totally different model but they will at least send you another XPS 12 which in my experience will most likely have the exact (if not more) issues your other XPS 12 had. BUT! Dell will do everything in there power to try to "bend the truth" and say this isnt a "known issue" but a simple search online or on this forum will prove that it is very well known and Im hoping after dealing with them for two months about it that word might have spread to make it known. Either way start a case ASAP and explain to them how you havent had the knowledge or the time to get in touch with them but that this has been an issue since soon after you purchased it and they should work with you. Just remember the line "#1 in customer satisfaction" by JD Power" that seems to motivate the little worker bees ;)
Same issue for me. It's so disappointing because this is otherwise a stellar machine, in my short time of owning it. I will be contacting Dell shortly.
I already exchanged my 9Q33 once because the fan made a terrible whine whenever it was set down on anything: my lap, a flat surface, anything. The fan's impeller was touching against the bottom surface of the chassis.
I've had my second one for a few days now, and I wasn't able to exchange it because the store had no more in stock. After visiting the service counter, I checked the XPS 12 on the floor and it has the same issue, and then what I see here, so maybe this is a problem with all XPS 12s.
I just got off the phone with a CSR for the second time. The first time, it was the same old nonsensical script business. Go into the UEFI, run the diagnostics, allow them access to the laptop, ask what programs I installed, etc. Nothing pointed to any problem.
Because I'm saying it's a hardware issue, I was asked to restart and run the full diagnostic. I did that, and it also turned up no errors.
Then the CSR said that because the diagnostic came back clean, there were no hardware issues. WHAT?!?! I naturally mentioned that the result of the test means that everything that the diagnostic ran came back without an issue, but that doesn't mean something else is busted.
This is a tough one because it's pretty obvious in person, but difficult to capture by picture. I was able to get a few that are representative, but without seeing it in person it's harder to understand the issue with just a picture.
Eventually, the CSR came back that the problem was with Windows 8, since it was a new OS. When is 15 months new in software?
Print Screen doesn't show it, connecting another PC doesn't show it, my other WIndows 8 PC doesn't show it, the 4 Win 8 PCs I've bought and set up in the last 5 months don't show it, and no other Win 8 machine I've ever seen at a computer store shows it.
But the other XPS 12 on display at the computer shop shows it, as does my friend's Lenovo ThinkPad Yoga which uses, ostensibly, the same 12.5" 1920x1080 LCD. Hmmm, maybe that's a clue...
So now I get to wait until tomorrow and receive a call back. Hopefully I can borrow a mini DisplayPort to HDMI/VGA adapter so I can check it out on a separate monitor. Print Screen apparently isn't enough to show that the display buffer being sent from Windows isn't clean. (Admittedly, the display buffer isn't always exactly the image that is sent to the screen, but still...)
Even if this is a Windows problem, and it's MS's fault, and Dell isn't in control, Dell still chose to put this combination of parts together and sell it. And they did it again for the Haswell refresh of the XPS 12.
I'm not trying to be an irritating customer. I mostly kept my cool and just played stupid so we could follow the instructions of the CSR. If we can't work through the normal procedures then we'll never get to any resolution.
But what am I to do? I have no indication that Dell knows what the problem really is. And I also don't have any confidence they will help me reach resolution on a problem that I'm concerned is an obvious or latent reliability risk. If my XPS 12 has a bad screen, will I be out some money if it conks out outside of warranty? What if a different XPS 12 doesn't do it? What if they all do? I can't answer these questions, but I would expect Dell to have a vested interest in their products, especially their premium ones.
I've always thought admitting fault and being open and honest is the best policy. We all make mistakes, in business and in our personal lives. If there's a problem, then admit it and help me reach resolution. If there's no problem, then offer to assuage my mind in some fashion. I'm reasonable.
The biggest disappointment is that I paid a fair chunk of change for a laptop that is otherwise so great. Yeah, another USB 3.0 port and a SD card reader and a full-size HDMI port should have been mandatory, but this is really a wicked machine. Beautiful finish, great keyboard, handy convertible feature, responsive touchscreen, fast SSD and CPU, beautiful high-resolution display, luxurious box, etc. I could go on. This glaring issue, to me, stands out even more because this is a swanky machine that otherwise gets 'er done.
It is definitely a known issue, hundreds of other owners have complained also, including me and so far have got nowhere, for over a year. Quite frankly Dell haven't got a working part at all. I know this because mine was replaced last week with a supposed A01 screen, and the issue persists. Dell have now offered to refund me the cost of my laptop. no mention of compensation however ! And now all new posts to the original thread of this forum now require admin approval ! http://en.community.dell.com/support-forums/laptop/f/3518/t/19497269.aspx?pi239031352=1 It is absolutely disgraceful that Dell are allowed to carry on selling these devices and fraudulently taking customers money. I will be taking my refund, and never buying another product again for myself or any company I work for. Matt
On my XPS, I have found that the ghosting is temporary ... at least so far. After a few minutes at a lower brightness & with a hidden taskbar, the ghosting faded away.
[/edit]
Is this ghosting a temporary or permanent flaw on the screen? Or, is the screen burned / damaged permanently?
Just this morning, I noticed that the white items in my taskbar have burned into the screen of my XPS 12. What bums me out is that this is now obviously a known issue, & I just bought this same ultrabook for my brother. Now I'm going to have 2 devices with bad screens & Dell knows about the defect?!?
As soon as I noticed the problem, I...
reduced the brightness
set the taskbar to auto-hide
I'd love to know if anyone has noticed the ghosting fade away over time. Thank you.
For me, it seems that the ghosting/IR happens more quickly over time, or in other words less time is required at one screen for it to show ghost images on a different screen. However, there doesn't appear to be any permanent damage. While I'm still a bit worried about it, I haven't seen any indication that this is more than a nuisance. An alarming nuisance that you can't "unsee", but a nuisance nonetheless.
delbaby
2 Posts
0
February 24th, 2014 07:00
Merediff
2 Posts
0
February 24th, 2014 09:00
Well good luck... It took me over two months now of working with dell to get them to send me a different model. As of today im still awaiting its arrival but I was told I was being shipped a new XPS 15 Touch to replace the already replaced twice XPS 12 I have now. Honestly enough complaining to them and I'm sure you'll get some help maybe not a totally different model but they will at least send you another XPS 12 which in my experience will most likely have the exact (if not more) issues your other XPS 12 had. BUT! Dell will do everything in there power to try to "bend the truth" and say this isnt a "known issue" but a simple search online or on this forum will prove that it is very well known and Im hoping after dealing with them for two months about it that word might have spread to make it known. Either way start a case ASAP and explain to them how you havent had the knowledge or the time to get in touch with them but that this has been an issue since soon after you purchased it and they should work with you. Just remember the line "#1 in customer satisfaction" by JD Power" that seems to motivate the little worker bees ;)
Again good luck.
EvanShultz
7 Posts
0
March 4th, 2014 21:00
Same issue for me. It's so disappointing because this is otherwise a stellar machine, in my short time of owning it. I will be contacting Dell shortly.
I already exchanged my 9Q33 once because the fan made a terrible whine whenever it was set down on anything: my lap, a flat surface, anything. The fan's impeller was touching against the bottom surface of the chassis.
I've had my second one for a few days now, and I wasn't able to exchange it because the store had no more in stock. After visiting the service counter, I checked the XPS 12 on the floor and it has the same issue, and then what I see here, so maybe this is a problem with all XPS 12s.
EvanShultz
7 Posts
0
March 5th, 2014 01:00
I just got off the phone with a CSR for the second time. The first time, it was the same old nonsensical script business. Go into the UEFI, run the diagnostics, allow them access to the laptop, ask what programs I installed, etc. Nothing pointed to any problem.
Because I'm saying it's a hardware issue, I was asked to restart and run the full diagnostic. I did that, and it also turned up no errors.
Then the CSR said that because the diagnostic came back clean, there were no hardware issues. WHAT?!?! I naturally mentioned that the result of the test means that everything that the diagnostic ran came back without an issue, but that doesn't mean something else is busted.
This is a tough one because it's pretty obvious in person, but difficult to capture by picture. I was able to get a few that are representative, but without seeing it in person it's harder to understand the issue with just a picture.
Eventually, the CSR came back that the problem was with Windows 8, since it was a new OS. When is 15 months new in software?
Print Screen doesn't show it, connecting another PC doesn't show it, my other WIndows 8 PC doesn't show it, the 4 Win 8 PCs I've bought and set up in the last 5 months don't show it, and no other Win 8 machine I've ever seen at a computer store shows it.
But the other XPS 12 on display at the computer shop shows it, as does my friend's Lenovo ThinkPad Yoga which uses, ostensibly, the same 12.5" 1920x1080 LCD. Hmmm, maybe that's a clue...
So now I get to wait until tomorrow and receive a call back. Hopefully I can borrow a mini DisplayPort to HDMI/VGA adapter so I can check it out on a separate monitor. Print Screen apparently isn't enough to show that the display buffer being sent from Windows isn't clean. (Admittedly, the display buffer isn't always exactly the image that is sent to the screen, but still...)
Even if this is a Windows problem, and it's MS's fault, and Dell isn't in control, Dell still chose to put this combination of parts together and sell it. And they did it again for the Haswell refresh of the XPS 12.
I'm not trying to be an irritating customer. I mostly kept my cool and just played stupid so we could follow the instructions of the CSR. If we can't work through the normal procedures then we'll never get to any resolution.
But what am I to do? I have no indication that Dell knows what the problem really is. And I also don't have any confidence they will help me reach resolution on a problem that I'm concerned is an obvious or latent reliability risk. If my XPS 12 has a bad screen, will I be out some money if it conks out outside of warranty? What if a different XPS 12 doesn't do it? What if they all do? I can't answer these questions, but I would expect Dell to have a vested interest in their products, especially their premium ones.
I've always thought admitting fault and being open and honest is the best policy. We all make mistakes, in business and in our personal lives. If there's a problem, then admit it and help me reach resolution. If there's no problem, then offer to assuage my mind in some fashion. I'm reasonable.
The biggest disappointment is that I paid a fair chunk of change for a laptop that is otherwise so great. Yeah, another USB 3.0 port and a SD card reader and a full-size HDMI port should have been mandatory, but this is really a wicked machine. Beautiful finish, great keyboard, handy convertible feature, responsive touchscreen, fast SSD and CPU, beautiful high-resolution display, luxurious box, etc. I could go on. This glaring issue, to me, stands out even more because this is a swanky machine that otherwise gets 'er done.
But so far, this is... unsatisfactory.
sabahang
5 Posts
0
April 5th, 2014 06:00
same issue here
EvanShultz
7 Posts
0
April 5th, 2014 10:00
http://www.pcworld.com/article/2109141/dell-replacing-displays-on-xps-12-hybrids-with-burn-in-issues.html
Is this real? Is Dell acknowledging this as an issue? And, is there really something that can be done about it?
mdcooper
2 Posts
0
April 5th, 2014 12:00
butcherbird
8 Posts
0
April 7th, 2014 05:00
[edit]
On my XPS, I have found that the ghosting is temporary ... at least so far. After a few minutes at a lower brightness & with a hidden taskbar, the ghosting faded away.
[/edit]
Is this ghosting a temporary or permanent flaw on the screen? Or, is the screen burned / damaged permanently?
Just this morning, I noticed that the white items in my taskbar have burned into the screen of my XPS 12. What bums me out is that this is now obviously a known issue, & I just bought this same ultrabook for my brother. Now I'm going to have 2 devices with bad screens & Dell knows about the defect?!?
As soon as I noticed the problem, I...
I'd love to know if anyone has noticed the ghosting fade away over time. Thank you.
EvanShultz
7 Posts
0
April 7th, 2014 23:00