Dell says it is contacting affected customers and retailers to replace the PCs.
This year’s Dell XPS 13 Plus laptop was marketed as a fancier version of one of the most well-known thin-and-light laptops, the Dell XPS 13. The XPS 13 didn’t need a fancier version, but new features like a capacitive touch function row and support for a higher wattage CPU provided Dell with enough justification to release a new “Plus” model. However, early versions of one of the XPS 13 Plus’s highest configurations have a problem that is surprising for a laptop with its background.
According to a Dell representative, a “early batch” of Dell XPS 13 Plus laptops with OLED screens “may become loose due to problems with the third-party adhesive used.” The Verge reported on the situation yesterday.
According to the representative, “only a small number of screens will detach” from the impacted batch of laptops.
Dell declined to provide an exact number of affected units, but the laptops appear to include the first XPS 13 Pluses distributed to reviewers and early purchasers. According to a Dell representative, once the issue with the adhesive was discovered, Dell corrected its production process, so other units should be unaffected. Dell stated that units with LCD-LED screens are unaffected.
Ars Technica has an XPS 13 Plus from the suspect batch, but we haven’t encountered any display issues in our two weeks with it. The laptop’s only obvious quality issue is a creaky hinge.
According to a Dell spokesperson, the company is directly contacting customers who purchased an OLED Dell XPS 13 Plus from Dell’s website and may be affected.
Dell also stated that it will contact those who bought a Dell XPS 13 Plus from a retailer and then registered the PC with Dell.
“If a customer has not registered their system, the unique service tag associated with their computer will identify to Dell technical support that the system should be repaired or replaced,” a Dell spokesperson said. “If you believe your computer is affected or have any questions, please contact Dell customer support.”
Dell also stated that it is working with retail partners to replace units sold by Dell. According to The Verge, at least one shopper claimed on Reddit that their order was recalled before it was shipped out.
Although we’ve had no problems with our OLED-based XPS 13 Plus in recent weeks, others haven’t been so fortunate.
According to The Verge, searching the web yields an alarming video of the XPS 13 Plus shamelessly dumping its screen in the middle of a Best Buy. Similar reports have surfaced on Reddit and other sites, with claims of the screen failing or becoming virtually unusable, as well as touch input not working.
The XPS 13 Plus comes with a one-year warranty in the United States, which is standard for Dell laptops.
