Dell confirms that some XPS 13 Plus laptop screens can be inadvertently detached

Dell XPS 13 plus
Enlarge / Will this screen break before we finish our review?

Scharon Harding

The Dell XPS 13 Plus laptop released this year was heralded as the sleeker version of one of the most well-known thin and light laptops, the Dell XPS 13. The XPS 13 doesn’t necessarily need a sleeker version, but additional features like a row of capacitive touch functions and support for a higher-powered CPU gave Dell enough justification to produce a new SKU with the “Plus” moniker. Ironically, though, early builds of one of the higher configurations of the XPS 13 Plus have a problem that’s surprising for a laptop with its pedigree.

A Dell representative today confirmed to Ars Technica that a “first batch” of Dell XPS 13 Plus laptops with OLED screens “may come loose due to issues with the third-party adhesive used.” The problem was reported yesterday by The Verge.

According to the representative, “only a small number of screens will come off” from the laptops in the affected batch. Dell didn’t provide an exact number of affected drives, but the laptops in question appear to include the first XPS 13 Plus shipped to reviewers and early adopters. The Dell representative said that once the problem with the adhesive was discovered, Dell corrected its production process, so other drives should not be affected. Units with LCD-LED screens are not affected, Dell said.

Ars Technica has an XPS 13 Plus from the suspect lot, but there haven’t been any screen issues in the two weeks we’ve been with it. The only obvious quality concern with the laptop is a creaky hinge.

Dell’s spokesperson said that the company is directly contacting customers who purchased a Dell XPS 13 Plus OLED from Dell’s website and may be affected. Dell said it will also reach out to those who purchased a Dell XPS 13 Plus from a retailer and later registered the PC with Dell.

“If a customer has not registered their system, the first time they contact Dell Technical Support, the unique service tag associated with their computer will identify to Dell Technical Support that the system needs to be repaired or replaced,” the spokesperson said. from Dell. “For customers who believe their computer is affected or have any questions, please contact Dell Customer Support.”

Dell said it is also working with retail partners to replace units that Dell sold to them. As The Verge noted, at least one buyer claimed via Reddit that their order was already picked up before it was shipped.

While we’ve had no issues with our OLED-based XPS 13 Plus for the past couple of weeks, others haven’t been so lucky. As The Verge pointed out, searching the web turns up an alarming video of the XPS 13 Plus brazenly dropping its screen in the middle of a Best Buy. There are similar reports on Reddit and other sites, including claims that the screen fails or becomes virtually unusable or touch input doesn’t work.

As is typical for Dell laptops, the XPS 13 Plus carries a one-year warranty in the US.

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