Issues with my Mobile Precision 5690 - Looking for advice

Sorry in advance for the long post!

I purchased a Mobile Precision 5690 in December of 2024.

Since then I have experienced multiple issues and sent my PC back to Dell ProSupport three times now.

The early issues (Jan-Mar 2025) centered around the internal camera. One of the primary uses of my PC is video conferencing, so issues with the camera are very disruptive. Most commonly, the camera would stop responding, the system not even able to recognize the camera hardware, and my having to reinstall the video drivers and restart the PC to get it functional again. I sent the machine to Dell and they could not find any issues. This ultimately led to Dell sending a technician out to replace the SSD, which seemed to fix some problems at least for a while.

Most recently, the system has been experiencing multiple BSoD crashes. The errors I have received include but are not limited to the following:

• IRQL_NOT_LESS_OR_EQUAL. STOP Code: 0x0000000A.

• KMODE_EXCEPTION_NOT_HANDLED. STOP Code: 0x0000001E.

• SYSTEM_THREAD_EXCEPTION_NOT_HANDLED. STOP Code: 0x0000007E.

3 weeks ago I reinstalled a clean (no Dell bloatware) Windows 11 from a bootable USB, but the errors and crashes continued. Dell finally agreed to let me send them the PC. I dropped my box at FedEx on Friday March 6th, receipt at Dell in Austin on Monday March 9th.

Prior to sending the PC, Dell had asked me a series of questions about my machine, one of which included asking about cosmetic damage. My system has a small amount of cosmetic damage on the lower left corner of the machine. Imagine how surprised I was on that Monday evening when I received a message that the repairs needed were not covered by my ProSupport warranty, and that someone would be reaching out to discuss before proceeding.

I immediately called the number listed in the email signatures from the various ProSupport reps I had been dealing with, and I was told that the cosmetic damage was the issue. I told the rep in no uncertain terms that I was aware of the cosmetic damage, I had informed Dell of the cosmetic damage prior to sending my PC, and that the cosmetic damage was not something that needed to be repaired. It took nearly 24 hours (during which I was texting with the Dell support team) and one additional phone call to get my system moving again as of Tuesday afternoon.

On Wednesday, I received another stopper message - this time explaining that they wanted to reinstall my OS (again, something I had done before I sent the PC) and needed my permission. This once again was a completely unnecessary delay, and I had to make additional calls and texts to get the process moving. This bled into Thursday before anything was done on my PC. Again, massively unnecessary process stoppers and bloat.

During this entire process I stated clearly and repeatedly that I had previously reinstalled the OS to no avail. I asked clearly and repeatedly for a formal diagnosis of the issue with my computer and the reasons why a Windows reinstall was deemed the best course of action. Each time my question was brushed off or flat out ignored. No one from Dell ever told me what the actual issue was.

Finally, on Friday I received an email thatmy system had been shipped back to me. There was no acknowledgement of the issue, only that the OS had been reinstalled. The PC arrived to me on Monday, March 16th.

Upon powering up the machine for the first time, as the Windows setup process was beginning, the system threw another IRQL_NOT_LESS_OR_EQUAL error and BSoD. Upon restarting, it crashed again and seemed to be stuck in a boot/crash loop.

I immediately contacted Dell again, informing them that they had not fixed the issue, and that it was totally unacceptable that a hardware issue seemed to have never even been explored when they had my PC for an entire week. Dell finally agreed to send a tech out the next day to replace the motherboard.

Yesterday, Tuesday March 17th, the tech arrived for the repair. He opened the PC and was prepared to swap out the motherboard when he came across an issue. One of the two screws connecting the Touchpad FPC to the motherboard was overtightened and stripped, and he was unable to remove the connector. His theory is that the overtightening either caused a hairline fracture in the motherboard, or that the screw pushed through the other side and impacted the SSD which is immediately opposite. He informed the company that this machine would need to be sent in for service, documenting his findings with pictures he sent to Dell.

As I already had the box they had returned to me the previous day, I did not need a shipping box sent (which would have only caused additional delays). I only needed a FedEx return label to send it back. Asking for this - actually demanding it - was an ordeal in itself and took upwards of 20 minutes on hold while the rep told me he was escalating things. Finally, he was able to get me the label. I dropped my PC off at FedEx before the 6PM cutoff, and as of this morning (March 18, 2026) my PC has arrived at Dell's facility.

I have told Dell in no uncertain terms that the fact that they had my machine for a week and did not repair the problem, that they did not listen to me, that they did not examine things to see if it was a hardware issue - all of that is completely unacceptable. This level of customer service and quality control (or the lack thereof) is especially insulting considering the price of the machine.

I have additionally requested that before the system is returned to me, that Dell provides me with proof and documentation - evidence, facts, pictures, even speaking with the repair tech - that the needed repairs have actually been completed. We will see if they provide any of that, I am not holding my breath.