Product
Dell XPS 15 9510
Category
Electronics
Report number
20230810-9F529-2147345883
Ownership age
About 16 months to failure (from purchase date when reported)
Failure type
Fire / ignition
Incident narrative
SaferProducts.gov consumer incident report 20230810-9F529-2147345883. Severity: Injury, Level of care not known. Product: Dell XPS 15 9510 (Dell XPS 15 9510 laptop purchased approx q1 2021 silver 16gb ram, upgraded immediately to 64). Incident: Dell XPS 15 laptop approx 3yrs ago. installed 64gb of ram in it immediately. Worked fine for 2 yrs, then started running hot, increasingly so such that it. Called in technician under warranty about 3 months ago. He clean out vents in laptop and replaced motherboard, but unbeknownst to me he took the old motherboard with extra memory and left me with the factory 16gb of memory. Subsequently it started running hot again after a month. This has become so bad the laptop would become too hot to touch and external thermal shutdowns, crashing and losing work. It has burn BOTH of the tops of my thighs, if I forgot to put a book or something underneath to protect myself. I have realized now that these burn marks are not going away and appear to be permanent. I am concerned that myself or others might end up encountering a fire if the laptop fails to shutdown. Ultimately it is my belief that the cooling system is inadequately designed, clogs up over time, or when the memory is insufficient (the case w the factory configuration). Dell has taken 2 weeks to respond to my request for replacement of memory and repair and has so far not agreed to perform either. I require this laptop for work and do not have the ability to use another device so I am stuck with the current situation.
Official report number: 20230810-9F529-2147345883. Search that ID on SaferProducts.gov or match it in the CPSC public database export to verify this record.