XPS 15 right USB port loose?

I do not know for sure if it's loose or not. When I move the USB around while plugged in, it will intermittently connect and disconnect. I have tried 2 USB 3.0, my external HD and a 64GB stick. These USBs I also have tried on two other laptops and they don't have any problem at all. I tried one USB 2.0 stick and it did not have any problem when moved around. I have a basic optimal mouse plugged in the left one. I also tried this on the right port and it did not have a problem. The left one seem to be fine when I tried the 3.0s on it, but I leave that for the mouse. So I can't quite predict if this is a hardware or a software problem?

My XPS 15 is new, not a week old yet. If I have to get this replaced or fixed, I should do it early. I did not get extra warranty, just the basic hardware support 1 year that the product came with. If the port is already having problems now, I don't want to settle with it and let it bite me in the long run. But is it just a software problem? What should I do?

I also have fresh install Windows 10 and updated each drivers in Device Manager one by one, as well as windows update.

Please help, thank you.

 

If it's only 1 port - it's probably not functioning correctly. I'd suggest contacting Dell and having them send out a technician to swap out the motherboard.

 

Personally with it being new and considering the techs are 3rd party with little training on the laptop I would be asking for a replacement rather than having it stripped down and replaced with a refurbished (basically a badly tested 2nd hand part)
The techs often cause more problems doing a major repair like this so this new I wouldn't let then near my laptop.

Dig your heels in, tell then you will return it for a refund otherwise.

 

Do they send out technicians to Canada? Do I have to pay for when they come here? I feel like it's not a good thing when they come here because it seems a lot of effort from their side to come all the way to wherever you are, and in return, not do a good quality job with the repair or replacement of a part. I read the warranty and that's how they do it, but I still can not believe it.

I'm really disappointed that it has come to this. It is not good for both sides, and I don't really have the balls to demand for a replacement but at the same time, this laptop is so new, how did it get to this. Admittedly, I have been plugging in my external in and out on this port, but it shouldn't have worn out this fast. Also, I should mention, it disconnects when I move it hard. But it still should not be like that, because even the left port don't react sensitively to movements like that.

I love this laptop, and because of that, I don't think I have the rights to make demands because I want to keep the laptop. Tomorrow, I'm gonna make a call, and I'm most likely gonna listen to what they suggest on doing forward. I just want this fixed. I've been waiting for this for too long, and it's gonna take even longer now, for me to take advantage of this because of this problem.

Also, what if they reject that there is a problem? For me, there clearly is. What if they just make an excuse that somehow this is not their problem anymore.

 

Dell, HP and Lenovo offer "Next Business Day" service for some of their product lines which means that they send out a technician to your home to fix it on-site. It's all free as it's basically their advanced warranty service in action.

If the device disconnects even with the slightest movement or touch, that is covered under warranty - they'll fix it.

 

Don't have the balls, all you have to do is phone and say my very very expensive premium so called top of the range XPS laptop has arrived with a faulty USB port due to an obvious lack of quality control and testing and I would like it replacing with a new one as I do not feel it appropriate to have "refurbished" ie used parts put in a laptop where the job involves a complete rebuild in less than factory conditions.

Surely it isn't hard to read that to them over the phone?

They cross ship, so you will get to use this one while they build and ship the new one, then they collect the old one, at least this happens in the UK with the premium next day warranty and I have had them do this several times.

They will be replacing your motherboard with one that has been returned for some reason, maybe they didn't take the time to replicate the fault and mark it as ok so you wind up with a motherboard swap and a new issue surfaces after a day. Trust me the people who deal with refurbished parts often send out bits that just don't work or in my case a replacement palm rest has obviously been from a dropped laptop as it has a huge gouge out of it yet some moron deemed it fit to ship!

 

Hey guys, I forgot to update. So I did give them a call the day after the last reply here. It went smoothly and they just gave me first hand a replacement. I told them it was not a week old. The only concern I have now is if they somehow press my case that the port was not broken. I'm pretty sure I'm just being paranoid here. But I can argue that I had 2 USB 3.0s tried on on 2 other different laptops and they were totally fine.

Currently, a new laptop is being made again. They told me this laptop I have is gonna be sold refurbished. I kinda feel bad, because it's a very little repair. Now, I'm just waiting for the confirmation or the tracking label once it gets shipped.

Thanks for the help, really appreciate the advice!

 

Result, so to put your mind at rest. They will not come back at you if they don't find fault. it is another part of the company who deal with returns and refunds are again a 3rd part. Dell do not communicate between departments, in the UK returns are via another company.
Chance is they won't test it to replicate the fault, they will probably run the diagnostics that will say it has a port than some poor sod will buy it thinking they have a deal and may not notice for a while that it is defective.

FYI, if the new one has another fault then you can swap parts to make one good one.

 

So this second laptop has spacebar key issues. :s I'm actually mad now. The first laptop's space bar is smooth, but this one is significantly noticeable. I'm ready to complain. I noticed when I was chatting with my friend online. Then I did plenty of trials and tests, and it is definitely there. I compared the replacement with the first, and the first is very smooth.

I've been advised (not by dell) if this second one fails, to return it for a full refund, because it should not happen twice. But I still want to own this laptop. It's gonna be a month since I first purchased and I still haven't actually felt like I owned one. What are my options here? Should I look for another laptop or start demanding things back? Or do I just keep patient here if I want this laptop. I'm really frustrated. Please help me again, thanks.

Oh yes, I tried swapping the space bar key between the two, I hope that doesn't void warranty. The second laptop using the first's gets a little better but it is still there. The first one is not so smooth anymore when using the replacement's spacebar key. So it almost like balances out. Having to really open up the keys for my brand new laptop does not seem so ideal. It seems like I wear out the keys so much by swapping. I put them back to their original laptops, and the first one gets very little symptoms of the issue. Maybe I did not notice it's been there before. But for this replacement, it's significantly noticeable, it's not acceptable.

I'm gonna be giving them a call tomorrow what their solution for this is. I'm just wanting to explore my options because I am frustrated now.

 

Have them swap it out. I mean, the RMA rate for most OEMs is less than 5% so, yes, you're just as unlucky as me

 

Okay. Hopefully it does not damage or wear out my laptop in any way. I will be giving them a call and still see what they will say. I will be patient, because I want this laptop, also I don't want to keep moving my content anymore. Do you know by chance what's gonna happen when they swap it out, or how it is gonna work? What will they be swapping it exactly, just my space bar or the whole keyboard? Thanks!

 

I'd ask for a keyboard swap. The issue, as far as I remember, was that the adhesive they use spills out around the space bar and makes the space key sticky.

 

Hey, as far as I remember, I don't think both laptops I have right now has the same adhesive. I saw this video, and tried to replicate it but when I opened it up, neither had the same adhesive, so I could not do anything, but to switch. At least it's not as significantly big and visible to me as the one in this video. I am not sure if you are talking about the same thing. Please check the video, it is 9550 though.



I can go and check again later to make sure. I still have to give them a call.