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September 28th, 2023 18:00

Dell XPS 15 (9530) 2023 Screen Flickering, + Faulty "Repaired" LCD Screen + Faulty trackpad + Display powering off + CPU irregular temps

My XPS 15 laptop has been having flickering issues since about a week after I bought it. The issue was almost non-existent when I bought it, and it went away for about a week or two after I tried some minor troubleshooting. After about 20 days of receiving it, the issue popped up again, and it began occurring much more often. I've tried some troubleshooting on my own, which ended up doing nothing. I contacted support and they told me to do the exact same things I did besides some tests that all said nothing was wrong with my laptop. By this point it was already past 30 days which I wasn't aware was the return policy day limit, and now my computer continues to have this problem. I'm refused a replacement laptop and a refund now when the problem begins to get worse. My next step is likely repairs due to my warranty, but at this point I want a replacement or refund. After reading many complaints with people who have the same problem as me, they often get their computer "repaired" several times just for it to have the same problem. Is it possible somehow to get a refund or replacement? I got given a defective laptop which should be working in the first place, and now this issue has persisted past the refund date. I cannot wait 12 days (or even over a month for some people apparently) for them to repair my defective laptop when I need a functional system for my everyday work and education.
(UNRESOLVED)

1 minute clip from the several 30 minute videos I have trying to capture my flickering (Website wont let me upload longer clips)
https://youtu.be/nI5gqZMYAho

UPDATE 10/3/23
I have my laptop returned. After a quick repair (and mind-numbingly painful shipping experience with FedEx) I was pleased to see that they at least repaired a part of my laptop. The LCD HUD screen was replaced, and so far no flickering has been detected (not yet resolved). I was happy until I heard quiet/creaking sounds when I close the lid of my laptop. The laptop makes a creaking sound every time I close the lid almost until the end, and now it also is uneven when closing, not to mention that on certain angles the lid automatically opens and does NOT stay closed. This is a massive problem considering the laptop cant be properly stored when I travel anymore. Honestly not surprised that I have to send the laptop to be repaired again, but I'm still disappointed that I'm being like this as a customer.
(UNRESOLVED)

1 minute video showing the problems with the newly installed lid and display
https://youtu.be/92Sonqxrcao

UPDATE 10/3/23
Used the computer for a bit just for the flickering to pop up again almost instantly. Sad to see that the issue wasn't fixed, and instead they ruined my computer more instead of fixing it. Wish I could get a refund at this rate, but apparently you cant get refunded or even replaced even though the issue started since I received the laptop. Really disappointed in the support and the company in general. Cant wait to spend more hours and time in general getting a faulty laptop fixed. Going to send in another repair request, hopefully they fix it instead of giving me three separate problems this time.

UPDATE 10/10/23
Next repair was suppose to be "successful." Flickering continues. I am now using my third display after owning the laptop for almost 2 months. The lid has been nearly fixed, with the only problem being that my lid still creaks when closing the laptop, however it actually closes now. Really infuriating that the flickering wont stop and they refuse to fix the hardware in the repair place, just need to patiently waste my time and wait until they receive and send back my laptop for a third time that way I can be issued a replacement.

 UPDATE 10/16/23
Got my laptop back after a longer delay. This laptop is now running on its 4th display. I have no idea what the people trying to repair my laptop are thinking, do they not write down that they have replaced the display 3 times in a row now? Repair team did absolutely nothing. I don't believe that dell produced 3 completely faulty displays in a row and think the 4th one will fix my problem. Going to attempt to get a replacement laptop now as I was going to be issued one if they messed up the repair 3 times. Tired of spending dozens of hours trying to resolve this issue whilst having my life heavily negatively impacted.

UPDATE 10/18/23

refurbished replacement laptop scheduled to come in after next month. Quite a long wait. I couldn't help but notice that after they replaced my display 3 times in a row, they broke it AGAIN. It continues to be uneven and refuses to close again. Absolutely fantastic repairs from dell by the way.

UPDATE 10/25/23
It has been about a week since the replacement process has been Initiated. The new system shipped earlier than expected, which was promising at first. The replacement system came with "better specifications" than the previous one, but I didn't really care about that, all I wanted is a functional system. After running some tests and comparing the hardware, obviously the "better" refurbished system ended up performing slightly worse due to it being used much more than my system. Everything seemed alright, besides the cpu temperatures being 10-15C higher on average than my original computer. Additionally, the keyboard felt much more wobbly compared to the original computer, and the trackpad had the clicking and depth defect that the previous XPS 15 models often came with. All these problems were nothing compared to the fact that the refurbished laptop was clearly not tested at all. It came with the same flickering issues that were on my previous laptop, as well as sometimes completely powering off the display. The display is likely turning off rather than the whole computer as it still detects input as the backlit keyboard, however it almost instantly goes dark, so something is wrong. There is no other reason for this to happen. They purposefully refused to fix my old laptop, and they broke something twice with their "repairs". I am more likely to be struck my lightning than to have 5 faulty displays in a row. I dont know what they are thinking. They take almost 100 hours of my time, not including stress and agony that ive had trying to get this resolved. They guarantee me a working system 5 times, each of the time they have lied. I have been told that I will be given a brand new laptop if the replacement happens to fail, but they gave me a guarantee that it will work. They lied, the replacement clearly does not work, and it comes with several other problems.  They kept me on hold until the refund and new replacement offer is up, that way they garuntee that i cant refund this overpriced laptop. This is literally the worst company I have ever seen in my life. Problem, after problem, after problem, yet they have hundreds of people free to "help" you, yet they do nothing. 

Community Manager

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3.2K Posts

October 30th, 2024 13:12

A new BIOS will be released sometime in February to address this issue. You may contact GHN agent to create a case. Explain the issue and ask for the non-released test BIOS. You will have to agree to the Non-Disclosure Agreement.

A possible workaround while awaiting the new BIOS to be released is to install the latest Intel Iris Xe Graphics and Intel Command Center Application. Then open the Intel Graphics Command Center application--> System--> Power. Disable/turn off the PSR (Panel Self Refresh) for both Battery and Plugged In.


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10 Elder

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28.7K Posts

September 28th, 2023 20:15

The answer to refund/replacement is no, not once 30 days elapse.

When the flickering occurs, record a video and contact support again.  If you can't be without the system should a repair be needed, in the mean time, call for a price on upgrading to onsite repair.

1 Rookie

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3 Posts

September 28th, 2023 23:26

@ejn63​ Thanks for responding about the refund thing.

I've just started the process of sending my system in for repair. I hope it comes back functional unlike many people here from the posts ive seen. I offered a recorded video and more information about the flickering but they said it was unnecessary. 

January 4th, 2024 19:32

Even I'm too facing the same problem now. The 30 day return period was over for me and I'm stuck with this screen flickering issue. I have contacted support Assist and tried all the possible resolutions they mentioned including reinstalling the OS, but nothing worked me. Could you suggest me what can I do now?

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3 Posts

January 6th, 2024 10:30

@Manikandan Mohan​ 

<Violations as defined by Dell removed. Read the Forum Code of Conduct. DELL-Admin>

I took the refund, I will not let Dell get away with it.

(edited)

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1 Message

January 27th, 2024 05:50

Yes. I am also having the same problem with my screen flickering with my Dell XPS 15. My laptop arrived last Saturday, so I am thinking of getting a refund. This is just ridiculous

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1 Message

February 10th, 2024 04:51

I'm also having this issue with the screen flickering. It doesn't happen all the time, but recently about once a day. Sometimes it is so bad that I can barely see or read what is on my screen. Have had this issue consistently ever since I bought it for school around August.

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February 14th, 2024 02:33

Same issues here for my son's XPS 15 9530 at college.. another student there is doing the same thing to.

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February 16th, 2024 02:55

I have been having the same exact issue literally since the day I got the device and it has been annoying too, I contacted them as soon as I was able to and I managed to get a replacement. However once I got the replacement the flickering issue still remained and wasnt resolved on the new device. Besides the screen issue the device itself had wobbly and flimsy keys and didnt feel like a device which costa $3700. Might I also add that the replacement process includes many many many emails and long hours of calls. Not at all happy with the device, and the constant asking of video just pisses me off since I myself dont know when it may appear. Trying to resolve this once again. 

1 Message

February 20th, 2024 21:04

Having the same issue and the technician wants to execute the same steps which were previously unsuccessful for others. So frustrating.

1 Message

February 28th, 2024 19:22

I have got the same issue, brand new laptop. Tried everything, tech support also want me execute the same steps, but it doesn't work. 

1 Message

March 10th, 2024 14:02

Ive got the same issue.

Spoke to the helpdesk a few times. First they replaces my screen, that did not help.

Last time i spoke to a lady from the german helpdesk and she mentioned this issue is escalated and tech people are working on it. They also have a client system on hand now to test fixes. 

Does anyone have the Dell 19W dock, this is giving me a very annoying coil noise (coming from the laptop). Replacement unit had the same issue. The help desk lady told me that the issue happend in combination with the screen flickering issue. 

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April 21st, 2024 01:37

I started having the same issue at the beginning of the year. I have the Dell XPS 15 (9500) and I've seen a lot of people with different Dell models having the same issue.

I have tried everything with no success. The laptop was fine for over a year and now it is having this flickering but only when I enter full screen. It started with the flickering once a day and now it is doing it every 2 or 3 seconds.

Good luck with customer service! 

(edited)

1 Rookie

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1 Message

June 21st, 2024 21:38

Hello everyone. I am having the same issue but only once or twice a day but it is extremely disappointing to see the comments of other users & the support they have got.

I have noticed the screen flickering with the use of mousepad/touch pad. Has anyone else noticed the same?

Community Manager

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3.2K Posts

July 23rd, 2024 15:49

Hi all - Please let us know if you are still facing this issue recently. 

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