SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20230426-39F9D-2147347856. Severity: Incident, No Injury. Product: Dell XPS 15 7590 (Dell laptop model XPS 15 7590. The laptop has a silver metallic metal case, a rubber keyboard, and a 15" screen size. I am uploading a technician's report from a 3rd party vendor, but be advised that the report is not conclusive for unresolved issues such as overheating. The 3rd party vendor did change thermal paste, and though it dropped the idle, and load temperatures by 15c, it didn't fix all of the thermal problems since the fan doesn't come on at the appropriate time. The product was purchased directly from the Dell Outlet store. Typically these are open boxes, or laptops returned by other consumers. So in this case, Dell merely repackaged a laptop that they knew was defective, and chose to resell it anyway. Dell will not take the product back, refused to honor their warranty so $1709 dollars later I am stuck with a piece of worthless junk.). Incident: I purchased a Dell XPS 15 7590, and the laptop gets hot enough to cause a fire. It will literally melted the plastic off of my table. I have reported the problem to Dell, but Dell refuses to due anything about. The thermal problems associated with this laptop are widely publicized on the internet. Research suggest many problems contribute to the thermal problems, including lack of a bios update that would make the fan speed adjustable, defective thermal paste from the factory, defective thermal pads and shielding in the voltage regulator module (vrm), no engineering to address serious over heating under load. Problem is ongoing. I had both a warranty, and extended warranty protection, and Dell refused to honor it, refused to repair the laptop, etc. Most recent communication from them over the issue was today, April 26, 2023, but communications have been going on at least since July of 2021.