I am disgusted that Dell Support won’t replace the laptop they haven’t fixed (over 18 months), and the amount of my time it has taken from my life and productivity. On the 24th April 2017 I purchased a Dell XPS 15 9560, with a 2-year support agreement. Dell Support have been working on my faulty laptop now for over 18 months. They cannot fix it and refuse to replace the laptop. I have spent weeks myself (over 18 moths), on the phone to Dell Support letting them diagnose and attempt to repair it. The laptop has had Windows reinstalled 4 times. Dell have replaced the motherboard and HD/SSD. On several occasions after Dell Support perform driver updates etc., the laptop has been left in a worse condition than when they started. Fault: Laptop doesn’t wake after going in to sleep mode (blank screen, keyboard lights on). A hard reset is required to get the laptop working again. The first support request was raised on 10th December 2017.