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eelton1
Bronze

XPS 15 9550 touchpad issue that Dell apparently can't fix

I've had my XPS15 since October, 2015.  The touchpad worked fine until 3 weeks ago when the mechanical click essentially stopped working--I can only get it to click by pushing very hard (10 times normal) along the very front edge.  It's physically broken, and it's not subtle.  It's essentially impossible to drag-and-drop, highlight text, or drag a scroll bar.

I called Dell and they had me ship it to Texas for repairs.  It came back 1 1/2 weeks later, but the touchpad still didn't work.  In fact, it was worse, as the front edge now sticks up 2-3 mm above the palmrest.  So, it doesn't work and it looks bad.

I called again and they had me ship it back to Texas.  It was returned yesterday, but the touchpad still doesn't click.  Per the paper inside the box, they replaced only the power supply and battery--I have no idea why.  (When I look online, it says they replaced the palmrest, but that apparently doesn't include the mechanical part of the touchpad.)

I called Dell again.  They want me to ship it back a third time.  Needless to say, I am losing faith.

Are there any other options?  I asked about taking it to a repair center local to me in Chicago, but they said there aren't any.  That's odd, as there are a bunch of them listed on the Dell service locator page.  At what point would it be reasonable to ask that the laptop be replaced?

91 Replies
Moderator
Moderator

RE: XPS 15 9550 touchpad issue that Dell apparently can't fix

Hi EELTON1,

When you state "physically broken" do you mean there is a damage on the palmrest? If yes, what is the extent of the damage? Is the issue with the left button or the right button or the entire touchpad area?

Also, please click my DELL-username and write me a private conversation with the service tag and your contact details(Name and Email) and I shall review the case history and advise further course of action.

Also, kindly include few pics of the touchpad misalignment in different angles. If you are unable to attach these to your private message to me, then click on my name and send me an email with the same info.

Let us know if you have any other queries.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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eelton1
Bronze

RE: XPS 15 9550 touchpad issue that Dell apparently can't fix

Thanks.  I sent a private message, although I got a "there was a problem with your request" response, so I'll also e-mail you.

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eelton1
Bronze

RE: XPS 15 9550 touchpad issue that Dell apparently can't fix

From my PM:

I said physically broken to distinguish it from a software/driver issue—when I called after the first “repair,” the support person asked me to reinstall drivers. There are no separate buttons on this touchpad; the entire pad is supposed to click. I can only click (on the left or right) if I push very hard along the front edge.

The front of the touchpad is elevated above the palmrest. It makes me think there is something stuck underneath it, pushing it up and preventing it from clicking. I would open it myself to look, but I don’t want to void the warranty.

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eelton1
Bronze

RE: XPS 15 9550 touchpad issue that Dell apparently can't fix

I'll post the pictures here as well:

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Moderator
Moderator

RE: XPS 15 9550 touchpad issue that Dell apparently can't fix

Hi Eric,

I have responded to your private message.

Kindly check and revert if required.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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al.marti
Copper

RE: XPS 15 9550 touchpad issue that Dell apparently can't fix

I am going thru this exact same problem with an XPS 15 9530.  I bought it thru costco and it is less than two years old so they are handling thru their concierge service.  Once it got to their repair facility, they said the touchpad is being elevated because the battery has swollen and is pushing up on the touchpad..  they are supposed to have it back to me by the end of the week.   i will let you know the results when i get it back.

eelton1
Bronze

RE: XPS 15 9550 touchpad issue that Dell apparently can't fix

Mine is now fixed...on the third try.

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ericr7
Copper

RE: XPS 15 9550 touchpad issue that Dell apparently can't fix

I have the exact same problem.  It was working before, now I can't press the click section of the mouse pad and its not sitting flush.  It's protruding about 3mil from the surface.  This has to be a known mechanical issue.  Mine occurred while the laptop was closed.  I wonder if the LiPo is expanding when one leaves it charging.  This may cause the Z height stack to go out of compliance.  I've been working and designing these types of consumer products for 17 years.

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ketamor
Copper

RE: XPS 15 9550 touchpad issue that Dell apparently can't fix

I have the same problem.  I will attach picture.  I have had my XPS 15 since 2014.  Dell has had to replace the motherboard twice.  First time, one week before one year warranty ran out.  I quickly renewed warranty, then again six months later.  Different issue each time.  Now I have creeping up touchpad.  I sent tech pictures and got a supervisor after that.  Supervisor tells me if the tech finds any evidence that I have dropped the computer or damaged it, I will have to pay for repair.  Not!  When I asked if they had any history of this problem with the touchpad, the supervisor told me, "Not with this model."  So I asked if they had reported problem with other models.  His response was "not really."  Seriously?? One Google search and I found this forum discussing the rising touchpad issue. They must have a database of issues per model, so they are not being truthful. They have the nerve to ask me if I damaged it, when it's a known (but not admitted to) problem.  Grrrrr!  Been an IT tech, and now IT Manager, for 25 years.  Annoyed.  Learned to always get next day onsite repair so I never mail in my computers.  They repair right in front of me.

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