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Dell woes continue as XPS 15 self-destructs

The charred remains of an XPS 15 9560. (Image source: Reddit)
The charred remains of an XPS 15 9560. (Image source: Reddit)
With Dell starting to blame customers if their XPS 15 9570 overheats when asleep, one getting so hot that it explodes would be rather inconvenient PR. That is the state that one person arrived home to see their XPS 15 in, and Dell customer support has not been forthcoming on helping them resolve the matter.

Never leave your laptop unattended while charging, kids. One unfortunate Reddit user, who posts as u/vmmaq2sc, has been forced to reach out to the wider Dell community for support after their XPS 15 catastrophically overheated while on charge. The laptop, which appears to be an XPS 15 9560, smoke damaged u/vmaq2sc home and got so hot that it melted through the top layer of its bottom case and the display.

Worse still, it melted the machine's service tag information, which Dell hides beneath a flap on the lower side of the bottom case. Presumably, the SSD was in a sorry state too as u/vmaq2sc has been unable to recover the service tag information by other methods.

Upon reporting this to Dell customer support, u/vmaq2sc was told that they must find the service tag before the company can investigate the matter. Fortunately, someone at Dell has now seen sense and reached out to u/vmaq2sc asking for other information that could pinpoint the laptop in question.

It should not take someone naming and shaming a company online for it to offer basic customer support, especially in a situation so grave as a laptop turning to kindling. We hope that this is an aberration for Dell, and it is not a sign of where its customer support is headed.


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Alex Alderson, 2019-06-10 (Update: 2019-06-10)