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XPS 13 9350 screen hinge is loose

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XPS 13 9350 screen hinge is loose

This question has been answered by vns35

Hi

the screen hinge of my XPS 13 9350 (DE) i7 QHD+ (with touchscreen) is somewhat loose,

I wonder if others experience the same problem.

It's not that it will fall down, but there is a play of about 2cm: suppose you start wide open (or almost), try to lift up the screen by 2 cm, when you release it it will fall back to its original position.

I think I want to open a case at Dell but first I'd like to know if Dell people on this forum have an opinion and if others have the same issue. Since I have also the "old" 2013 XPS 13, I can compare: the old one, even after 4 years of intensive use, feels much more solid: the screen stays firm whatever the position. I know that the new touchscreen is heavier, but this is not an excuse, right?

Verified Answer
  • hi @Barton,

    I'm just inquiring whether you have some news concerning this. Should I send you a "friend request"?

    I have just compared with an old XPS 2012 and an "old" macbook air, both have a much better behaviour in this respect: no play, the screen stays in the given position.

All Replies
  • Yes, I have the same issue as you although mine is the non-touch version.

    As the hinge was loose, I had the whole screen replaced under warranty just before 12 months use. Technical replaced the whole screen instead of fixing the hinge and only takes 15 minutes.

    Again after a few months the replaced screen/hinge is becoming loose again. May only be 5mm "play" at the moment but I expect it will become worse over time. It's really annoying as I mostly use it on my lap.

  • Don't know if the policy for Linux systems is different from the Windows side, but Dell has a post in regard to hinge issues here -> en.community.dell.com/.../19995568

  • > Dell has a post in regard to hinge issues here

    Fortunately Australian consumer laws do not put up with nonsense that it is "normal wear and tear" after such a short period of time.

  • I finally called Dell support (France) but sadly the answer is "the hinge is not covered by warranty"...

    I should have called right after I received the laptop since the issue was already there...:( :(

    For some reason they are not picky about changing the motherboard, but the hinges, no, this is too much for them...

  • vns35, let me check with our European team regarding this

    thanks

    Barton George

  • @Barton George, this would be great, thanks.

  • If the hinge has some play but still feels firm to open and close, it is likely just the screws holding the hinge that are a bit loose. Mine actually had this issue from the beginning or developed it early. Instead of battling with a warranty case, I just gave the four screws a bit of Loctite and tightened them. The service instructions are very detailed and the four screws are clearly shown at page 59 in this manual: topics-cdn.dell.com/.../xps-13-9350-laptop_Service Manual_en-us.pdf

    @Dell: Quality is also getting the small things right and standing up for your mistakes...

  • @Tomvest, thanks for the hint. In fact since I had a Dell tech change my motherboard and heat sink (because my CPU temp was too high) I asked him to check the hinges, and he said the screws were tight. So this means that the hinges themselves are faulty, I suppose. He said he could not do anything else at this point without being ordered by Dell, because it would mean opening the display and it's quite delicate to do (if I understood correctly)

  • hi @Barton,

    I'm just inquiring whether you have some news concerning this. Should I send you a "friend request"?

    I have just compared with an old XPS 2012 and an "old" macbook air, both have a much better behaviour in this respect: no play, the screen stays in the given position.

  • @Rboerner,

    Thank you for sharing the hinge documentation. The policy is the same for Project Sputnik systems.

    @Vns35,

    Barton brought me your question. Do send me a friend request with your service tag. We'll take a 2nd look at your case.

    Justin C

    Dell Technical Support L3 | Project Sputnik

    Dell Support is also on Twitter! https://twitter.com/DellCaresPRO

     

  • @vns35, you're in good hands with Justin :)

    Barton George