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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?
LRimmler
1 Message
0
January 9th, 2017 02:00
I have the same problem with my Dell XPS 15 9550 purchased in October 2015.
DELL-Rishi
2K Posts
0
January 10th, 2017 08:00
Hi LRIMMLER.
Kindly send me a private message with the service tag and your contact details. Also, please include few pics of the issue.
Let us know if you have any other queries.
taidan
1 Message
0
January 12th, 2017 21:00
I am having the exact same problem. This laptop is only 6 months old, which is pretty disappointing. I bought this laptop from the microsoft store in Sydney, will I need to get in contact with them in regards to this?
djringel
1 Message
1
January 22nd, 2017 16:00
I am also having this problem. Seems like it could be a fairly common problem.
Ford_Power
2 Posts
3
January 23rd, 2017 07:00
I have been having this same problem for the past couple of months. It has gotten worse recently which lead me to this thread. After realizing what was causing the problem I called Dell's support line. I purchased in Oct 2015 so I am out of warranty. I had purchased a new replacement battery ($139) for my XPS 15 9550 which they shipped right away and I received in 2 days. Unfortunately after disassembling I find out that the wrong battery had been sent to me. After calling back and spending at least an hour on the phone they inform me that there are no new batteries for the 9550. My only option is to ship them my laptop and have a refurbished battery installed. This is not an option for me because this is my only computer currently (software developer). I'm not quite sure why they can mail me a new battery but not a refurbished one. They said they have no idea when a new battery will be available for me to purchase. Now I am left with the following options. 1) Order a replacement battery from ebay or some other place that I'm not 100% I can trust or 2) Risk continuing to use my laptop with this battery swelling inside of it and possibly permanently doing damage to the laptop or worse it leaking/exploding.
If anyone has a good recommendation of where to purchase a replacement battery for the XPS 15 9550 please let me know.
- Chris F
Pictures of Touchpad raised due to swelling of battery:
Picture of Battery: 4GVGH ... 84Wh ... 11.4v
JinglesJing
3 Posts
0
January 24th, 2017 06:00
Hello Peeps,
Got the same problem; trackpad rendered unusable because of what I can now safely assume to be a swollen battery pushing it out of place; *** out of luck because the warranty expired just 2 months ago --
-- if this is a preexisting problem with the battery manufacturer anyway (or if there's no cavity space in the battery housing, ie. inherent design flaw), then a brand new one will just as well start becoming swollen after a year as well no?
Actually this problem would mean a (1) replacement battery (which might become swollen again) and (2) a new trackpad as well -- all being paid for by the user just after the warranty expires? Does not seem right this;
Have had great trust in the brand, not hoping to see it waver on account of this;
xKloc
19 Posts
1
January 26th, 2017 19:00
I had a big decision whether to buy the XPS 15 9550 or the Surface Pro 4. I'm really regretting my decision. I've had nothing but problems with the XPS since the beginning. A whole year of headaches with the TB15 docking station, the thunderbolt 3 port, and wireless card issues. They were mostly solved finally right before my warranty ended. I thought I was in the clear.
Now, I'm having the exact same problem. My touchpad is lifted and the lid won't shut. I've had my laptop docked and haven't touched it in a month. I was packing it up to take on a trip and then noticed the touchpad. My warranty ended a month ago. The headaches continue. I sent a message to support and they can't help me anymore. I have to call the out of warranty people. With all the issues this piece of garbage has given me, now I have to throw more money into it?
This is a pretty big flaw in the design and I'm not happy I have to foot the bill for something that's obviously a common issue.
http://imgur.com/mNIZ9lMhttp://imgur.com/Eopjd7x
JinglesJing
3 Posts
4
January 27th, 2017 07:00
can totally relate to you on that regret for the SP4. Dell support reply:
"This swollen battery doesn't happen on Dell only, other computer manufacturers have this issue too and this is not limited to laptop, even mobile phones battery have this issue too. This issue has nothing to do with the system model, this is an issue with the battery, if you search online, this is the cause why it swells, "Bulging batteries mean only one thing- buildup of gas inside. The gases are produced due to electrochemical oxidation of the electrolyte. Such oxidation occurs usually due to overcharging of the battery due to a faulty battery, or faulty charging electron."
Essentially what Dell is saying: not our problem
Now if the battery cannot hold a charge anymore, then our claim is rightly unjustified. However it is quite another matter if the battery can and will become swollen and in the process damage the device internals (one can only imagine if the trackpad pops, what else inside is being pressed against);
so far my old laptops, tablets, phones -- you name -- haven't been putting on weight even decades on so I am gonna call on that official answer from Dell on that; the alternative implication however is scary:
We paid for what is supposed to be a premium product but even my old entry level Acer from my college days can do better? Come on.
Was an ardent supporter of the Dell brand when they started turning things around a few years back -- I guess our trust in the brand is misplaced? :\
Asking for it to be escalated, but I think we will both have to start looking for alternatives :c
xKloc
19 Posts
3
January 30th, 2017 17:00
Since I did not want to deal with Dell Support, I went ahead and ordered a new battery from Amazon.
https://www.amazon.com/gp/product/B01KZB2664/
It cost $110 and an extra $10 at Walmart to buy the Torx T5 screw set to remove the screws. You can see a video on how to do it here:
Since I have the larger battery, there is no hard drive.
http://imgur.com/a/OV0R5
dell_user_12345_b8786c
2 Posts
2
February 7th, 2017 12:00
I'm having the exact same issue as described above. My laptop is barely 1 month out of warranty (purchased December 2015). I've had this problem for a few months now, and tried to ignore it, but only in the last few weeks did it start to become unbearable. Dell support claimed about this forum: "the link you have just shared with me is a link of Dell forum where anyone can share his/her views. But the issue which you are report is not a known issue. So we can surely help you in this regards however as the system is out of warranty."
It seems that by looking here, a number of users have this issue. I wanted to send my laptop in for repair, however the support specialist indicated that parts won't be available for the next 15-20 days and to check back then, which I plan to do.
Will Dell formally recognize this as a manufacturing defect, and issue a recall, and free repair?
dell_user_12345_b8786c
2 Posts
3
February 11th, 2017 08:00
I will be initiating a formal complaint with an agency. Dell has repeatedly refused to recognize a manufacturing defect that multiple users are experiencing. Hopefully everyone here can have their machines fixed as a result.
unknown80
1 Message
1
February 13th, 2017 12:00
Hello, I started having the same problem. The Touchpad's "click" became progressively worse and the pad eventually started to physically pop out of the frame. Like the other poster I didn't want to deal with Dell Support*, the shipping and packaging cost, and ended up buying a replacement battery on my own. That fixed it instantly.
* NOTE: My observation was that the swelling of the battery would pucker up if the laptop was unplugged, turned off and stored at cool room temperatures for a few hours. Basically a scenario that reassembles the situation if I had sent it in and I had low confidence in getting it fixed.
Dell Support: Escalate this to an actual Engineer who'll connect the dots and realize that there's an actual problem.
pjs_workplz
1 Message
1
February 15th, 2017 06:00
Have same issue. From doing research seems to be a common problem. Definitely battery as I decided to leave unplugged for awhile and it decreased. The trackpad is still hassle to use so replacing battery is best fix. Doing a battery report in windows gave weird results too. Seems its getting charged to 147%. Since i have 0 faith in Dell support as many others here i just ordered a new battery. In the meantime to keep from getting worse make sure you go into bios and set the limit to 55% for max charge.
Zacpod
3 Posts
0
February 16th, 2017 08:00
Same thing is happening to my 9550.
Called in for support, they said it's out of warranty, so there'll be a charge.
Of course, it's 6 days out of warranty. Not even a week.
I said "nevermind, I'm going to get an extended warranty thru work" and they said...
wait for it....
"You won't be able to extend the warranty since there's now an open issue with the laptop"
I really hope that's not true or this will probably be the last Dell I buy... Razer makes a fine laptop, and I hear they have really great customer support.
ashram99
3 Posts
1
February 21st, 2017 13:00
I had the same problem (2 months out of warranty). It was the bulging battery. Ordered a replacement from Amazon and replaced it myself. Everything is fine now.
Super annoying to have paid over $2k for the MS Signature edition and this happens just over a year later. I've actually sent mine in twice for other issues while it was still covered under warranty. I've bought several Dells in the past, including my last three laptops, but I think I'm done wit Dell after this.