The comments seems very biased over here. Fanboys of Mac, Lenovo,Acer?

I've been using a XPS 15 9570 and haven't faced any issues as such.

Ya Secondly, would be great if someone understands the dynamics of how the machine works. Solves Most of the problem.
Irrespective of any manufacturer all the customer service would be needing a service tag or an order number/invoice number to start the investigation/replacement. Don't blame Dell for what is now called a streamlined standard process.

I was hoping Dell would fix the issues it has had since I bought it in November 2018 with my 9570 before launching another POS.

After decades of buying Dell I am done.  Never, ever again.

Nothing new about the customer support, they've always been hot garbage, thankfully the original Dell owner came back and apparently is completely redoing the customer service thing.

About the sleep mode problem, isn't it redundant nowadays to do that since laptops load incredibly fast with SSD? Why not just shut it down completely?

I thought I'd chime in and share my experience. I currently have an XPS 13 and have noticed it turning on automatically when asleep. There were occasions where it would turn on whilst in a case, inside my backpack, without me noticing when I was in college. The laptop would be so hot it would be untouchable for quite some time, especially in the summer. Fortunately I just leave it on a desk now, but the issue remains unresolved; it's also out of warranty.

What does the state of the SSD have to do with finding the service tag? Nothing. If the system won't boot into BIOS (where you find the service tag) why couldn't you look up on dell.com your order to find your system's service tag? #rollseyes

Quote from: Astar on June 11, 2019, 17:31:54

Quote from: Gingerbread on June 11, 2019, 02:05:10
Don't ever buy Dell laptops. I have XPS 13 that keeps waking up from sleep and Dell support has been useless. I've tried following every guide Google showed me. OSX is flawless in that regard. I love Windows but having to constantly worry if my laptop is gonna turn on in my bag or not. Going back to Macbook when I'm done with this laptop.

Are you a paid Mac fangirl trolling here? Its one thing if you think Dell sucks... but I've only ever used Windows laptops and NEVER had a single one of them turned on power by itself. For the record, I've used/owned (whether personal or employer provided) Dell (many years ago), Toshiba, ASUS, Acer etc. etc. for that matter.

Don't generalise by making assumptions that only Mac crap have no problems. Unless you have been living in a cave, there are MacOS vulnerabilities galore and hardware issues like butterfly keyboard issues, screen hinge connector, overheating & exploding issues a plenty.

Actually, a big factor in this is Microsoft pushing Modern Standby on OEMs. Lenovo implemented modern standby but reversed it to S3 sleep mode after users complained.
Dell is just too scared to go against Microsoft or something and won't re-enable S3 sleep mode. Right now most of the focus is on the XPS 15 since the issues started with an older model after a BIOS update that you can't reverse anymore since a few BIOS updates earlier disabled rolling back, but the issue exists on a number of other Dell laptops too.

I'm surprised support didn't also demand a diagnostic error code before providing support.

Quote from: Tbarstow on June 11, 2019, 16:23:49
Had the same issue with my xps15, laptop turned itself on whilst shut and not charging. Got so hot I could feel it through my bag and could barely touch it. Ended up with burn marks on the screen which dell said was through misuse (I had to pay them to get my laptop back after they denied all responsibility...). Still have burn marks to this day...

Are you kidding? Why didn't you post photos on social media then?!

Quote from: Gingerbread on June 11, 2019, 02:05:10
Don't ever buy Dell laptops. I have XPS 13 that keeps waking up from sleep and Dell support has been useless. I've tried following every guide Google showed me. OSX is flawless in that regard. I love Windows but having to constantly worry if my laptop is gonna turn on in my bag or not. Going back to Macbook when I'm done with this laptop.

Are you a paid Mac fangirl trolling here? Its one thing if you think Dell sucks... but I've only ever used Windows laptops and NEVER had a single one of them turned on power by itself. For the record, I've used/owned (whether personal or employer provided) Dell (many years ago), Toshiba, ASUS, Acer etc. etc. for that matter.

Don't generalise by making assumptions that only Mac crap have no problems. Unless you have been living in a cave, there are MacOS vulnerabilities galore and hardware issues like butterfly keyboard issues, screen hinge connector, overheating & exploding issues a plenty.

I haven't even tried to get Dell to address my related issue... XPS 9575 15in 2in1. If I'm not super careful it will wake itself from sleep whenever it wants to (and sleep timers are set to not do that). Twice now I discovered it in my bag roasting. Once I couldn't even touch it since the metal was so hot it burned my fingers to get it out. Luckily, each time it came back to life once it cooled. You think they'd have some sort of emergency shut off if it exceeded some high temp...

The Dell G7 17 inch 7790 I bought recently has this exact same issue too.

Had the same issue with my xps15, laptop turned itself on whilst shut and not charging. Got so hot I could feel it through my bag and could barely touch it. Ended up with burn marks on the screen which dell said was through misuse (I had to pay them to get my laptop back after they denied all responsibility...). Still have burn marks to this day...

I had same issue with Dell's support few months ago.

One of the work Dell desktops got password-lockup at BIOS. The previous owner of the desktop left long time ago, too. I had to fix it to get some data, so I contacted Dell through official text support. The person confirmed with my info and service tag # again. Then, he just told me "your machine is out of warranty." While I was still typing to ask "is there any other...", he just kicked me out of the chat!!

Not until I made the complain on Twitter, someone from Dell messaged me and told me "I should go there to get the support... and how can she help with my problem?" By the time, I've already solved my own problem by googled the Dell BIOS password, tried 20-ish passwords and one of them unlocked the machine.

Don't ever buy Dell laptops. I have XPS 13 that keeps waking up from sleep and Dell support has been useless. I've tried following every guide Google showed me. OSX is flawless in that regard. I love Windows but having to constantly worry if my laptop is gonna turn on in my bag or not. Going back to Macbook when I'm done with this laptop.

Dell customer service problems are nothing new. Several years ago the Inspiron laptops were having all kinds of problems just after the 1 year warranty ran out. They said it was motherboard or drive problems and was not covered and sold all kinds of service repairs. The true culprit was a $4 MOS battery with a 14 month life expectancy. Dell creates their own problems to sell repairs and people keep buying them.