XPS 17 9700, disappointing service

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Sending this to Dell after two months of no fix!

07 21 2025 

Subject: Request for Escalation — Unresolved XPS 17 9700 Issues After Multiple Repairs  

Dear Dell Support,  

I’m reaching out to formally request escalation of my ongoing case regarding my XPS 17 9700, which continues to experience critical failures despite multiple repair attempts. Over the past several months, I’ve worked diligently with Dell support to resolve repeated issues including blue screen errors, GPU disappearance, Shakey screens, momentary black screens, Blue screen reboots, and sleep/wake failures. These have persisted through hardware replacements and troubleshooting steps and many reinstallations of the O/S, yet the system remains unstable and unreliable for daily use. Given the extensive repair history and impact on my productivity, I believe it is time to escalate this issue to a senior technician or customer care manager who can explore more definitive solutions. Whether that involves advanced diagnostics or a refurbished system exchange. All the logs are available in the laptop and should be in the file that Dell has on the service issues. I’d appreciate your help in getting this issue the deeper attention it now requires. Thank you for your time and support. I look forward to working with the escalation team to reach a resolution. I sent the laptop in for repair of an audio issue which was fixed but came back to me with F key issues for the audio volume controls and the wrong O/S. I sent it in with the Microsoft and Dell suggested Windows 11 upgrade and it was returned with Windows 10 which caused me to have to upgrade again. My laptop has not functioned well since it came back to me.  It has been a dissapointing frustrating journey. Many hours of My time spent with Dell Support and home visits. It was sent to you with a minor problem and came back not usable. 

Best regards,  

Michael B