XPS 15 L502X 1080 screen issue

Hey all,

I was lurking for quite a while when trying to decide what laptop to buy. I went for the XPS 15 L502X and it arrived today.

Everything went well until about 2-3 hours of use. In that time all I did was set up Windows 7, configured my internet, downloaded some programs like VLC, Chrome, iTunes and surfed the web.

In the midst of transferring my music from my old laptop using a 16 Gb Kingston memory stick, the screen all of the sudden started messing up. The text is all pixelly and fragmented, everything seems to be vibrating rapidly, and whenever I move a window that's been idle for just a few minutes it leaves a ghost image like it's burning in the screen.

Also, when I move that window down the the bottom I can see a thin strip of it appear at the top of the screen! It's like the first few rows of pixels are actually supposed to be at the bottom.

I plugged in the HDMI and everything looks ok on my HDTV. My last ditch effort was to reformat using the restore partition. Maybe I had messed a setting. Anyways, after doing all that the Windows 7 set up window appears and it's doing the same thing. Ghost images and everything.

Dell needs to give me a new one, right? They better not make me send it to get fixed.

I'd call but I'm tired and too pissed. Figured I'd see if anyone can shed some light on what's wrong or what to tell Dell.

 

They'll send you a brand new replacement system and then you send the current one back after you get it. Just tell them "Hey, my screen is broken and not displaying right. Please send me a replacement."

 

I got my laptop 3 days ago and had an issue with the screen, I called Dell and they dispatched a tech for the next day..I was under the impression that I have a premium hardware warranty and complete care but it turned out that the rep didn't add the complete care and screwed me up lol so I returned it even tho the tech installed the brand new screen and fixed it..

Do not take a replacement..IMO they do send refurbished ones, when I asked for a replacement on the xps 15z.. they sent me one that has been used.. so becarefu. either ask for a tech if they can send on their own expense or return it and place a new order...

 

Yes, do full refund(screen big problems) then make new order. because when replace lcd, the lcd also may is refurbished(see policy).

your computer is new, why need repair ?

 

Well I got it on sale, and the sale has ended. I don't want to get a refund only to pay $300 more than I did originally to get another.

This laptop was DOA. Surely they will send a factory fresh replacement, no? I didn't pay for a refurb, or for a fixed computer. I paid for a new computer. How can they send DOA units in for repair or replace them with refurbs? This isn't a warranty issue. It's not like I bought it 6 months ago. (I know, I need to call them... lol... I'm getting ahead of myself)

Oh and that's not all. Get this - the courier (Purolator) sent my laptop to an address two blocks away from my house!!! The tracking said it was accepted on my behalf! So I track down this address and it's a bar! I go in and the cooks have my laptop in the kitchen!!! It doesn't look like the powered it up or anything, but still. And the address on the package was correct, so the delivery guy apparently can't read.

TL;DR - My laptop was shipped to a bar, and it was DOA - screen is messed up.

 

First of all.. you can duplicate your order.. return it and ask them to duplicate it... with Dell.. you never know what are they doing, they send anything. you think anybody cares? its just ship and deliver.. I dont even think they test anything before they send it

 

lol, well that's encouraging.

Yeah I won't settle for anything but a factory fresh replacement. I'll update when I know anything

 

And there is no reason why you should compromise that. Dell typically tries to send refurbs if they have the right configuration sitting in the outlet as that allows them to get it to you in a matter of a couple days, instead of a couple of weeks to rebuild. At least that is my guess.

Just demand/insist to NOT get a refurb/outlet edition. Remind them that you paid for new, and it was DOA. They have no right to replace a brand-new that was DOA with a refurb.

 

Yeah I just talked to them and I first brought up the issue with my laptop being shipped to a bar (a friggin bar!) and how it was opened. The lady immediately offered a replacement. I told her about the screen anyways.

She said she would send a brand new replacement, but needs to service tag info so I have to call back when I get home. When I do, I'll stress the fact that I do not want a refurb, and I'll also see if they can expediate the order/shipment.

I'll update as it goes... simply because I hate it when people don't come back after posting a problem to post any resolution

I wonder what the failure rate of these L502x's are. You see problems all over the forums, but not many people join a forum to give a laptop praise on its build quality.

 

Sounds like you got the right person on the horn, congrats!

As for failure rate, really I don't think it is that bad. You see a few here and there, but honestly not that many and you know Dell has sold a ridiculous amount of these. And as you already pointed out, most people post to complain, not to praise.

 

Ok so I finally got my replacement - and it wasn't shipped to a bar! Score! Haha...

Everything looks great so far. Overall I'm quiet pleased with my experience with customer service. Yes their English is sub par, but every time I called I found them to be very helpful and I always reached someone right away.

Anyone have any first time set up tips? What about updating drivers? Do I have to go to Dell.com and manually update, or is Windows capable of finding them updating automatically?

 

Well my driver mantra is "if it aint' broke, don't fix it!". All the needed drivers will be in place, the only ones you might want to update at some point are the wireless, Intel graphics, and NVidia graphics. Nothing else should ever really need updating. Windows will probably pick some of those up, but usually not until long after Dell releases the new "qualified" drivers.

 

My thoughts too...everything has a failure rate and dell has sold a sh*tload of XPS 15's. I see just as many complaints online from every other manufacturer.

 

True.. At some point I was ranting about Dell and how they messed up everything and they do it alot of times but still they are better than the rest.. if I ask for a replacement.. they send me one right away, if I return.. they refund the money without questions..

Whenever I call them they offer to send techs and their service is fast.. but depends on u r luck if the tech is good or no.. its a hit or miss.. and same for the customer services.. if you get the right person then u can resolve it.. if not then u will keep going on and on..

My experience was good with them and I will buy from them since they do not give me hard time when I ask them to replace or take anything back, they just send it!