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

i have the same issue, xps 15 9550. Problem is I purchased the laptop in the US and now live in Germany...

The german online support page will not recognise the service tag number :(

Finally i got mine reapaired without cost even though i was 5 months out of warranty. At the first couple of contacts on this i got the information that i would need to cover the costs if i wanted it fixed. Also, the support people at first contact did not recognise that the click problems was related to battery.

Dell really need to work on their communication skills when something like this happens. Their silence in this thread is remarkable.

I wish I would have read this thread earlier.  My battery caused my trackpad to stop working.  I purchased a battery online and was unable to get the laptop to accept it even though it looked identical to the original, same writing and everything.  I called Dell just trying to get some help with the laptop refusing to charge the new battery and they told me they would send a box to ship it back in and they will repair the laptop.  I hope they have a different battery that won't swell!

Just got off the phone with Dell, this is a known issue with the 9550 and they will replace it at no cost. However I have a 9530, and apparently they refuse to admit this is the same problem, and it will only be repaired at my cost.  Very disappointing, will for sure swing me away from Dell on my next purchase.

I also have this problem.. will call during office hour and see whats their response is

I have a 9550 and today was informed that although my trackpad issue is caused by the battery, I will have to pay 165 dollars for a REFURBISHED battery. I understand I am outside my one year warranty, but to render a laptop unusable in less than a year and a half because of a defective battery is ridiculous. I wouldn't even care if it was just losing some charge (as capacity does decrease over time) but I am losing the ability to use my trackpad because of this defect. To ask for another 165 dollars for a defective part (repaired with a refurb) is unacceptable. This is my second xps and although i had a good experience with my first one, I can't buy a laptop if it needs 165 dollars in repairs after a year and a half because of poor parts.

edit: My issue has been resolved and handled satisfactorily by dell as of 09/12/17

> I have a 9550 and today was informed that although my trackpad issue is caused by the battery, I will have to pay 165 dollars for a REFURBISHED battery. I understand I am outside my one year warranty, but to render a laptop unusable in less than a year and a half because of a defective battery is ridiculous. I wouldn't even care if it was just losing some charge (as capacity does decrease over time) but I am losing the ability to use my trackpad because of this defect. To ask for another 165 dollars for a defective part (repaired with a refurb) is unacceptable. This is my second xps and although i had a good experience with my first one, I can't buy a laptop if it needs 165 dollars in repairs after a year and a half because of poor parts.

You shouldn't accept this, complain. Notebookcheck, and several users here, on Reddit and Notebookreview forum forum, report that Dell is fixing swollen batteries for free at least to some (?). After all this is a fire hazard.

Thanks. I pushed through three levels and got it fixed. Dell still has me as a customer in the future but they are on thin ice, don't like how much hassle I was getting to replace it.

Just wanted to add my XPS 15 9560 to this list in the hope it helps us consumers. Got this in January and 9 months later trackpad is raised up so high it doesn't click right or left.  I was a long time Lenovo customer and tried Dell for the first time.  Hopefully, they can fix this issue quickly and correctly so I can go back to loving this work laptop.

Thanks for bringing this up. I have the same issue with an XPS 9550. The touch pad hardly works at this point. I got it directly from Dell and the warranty period has long expired.

I called Dell Technical Support. They acknowledged that this is a known issue and the cause is the expanding battery. They advised me that they will repair it at no cost. I will have to ship it to them for the repair (they will have FedEx ship a box). Of course this means I will not have this laptop  for normally 12-15 business days. And because of the hurricane and the repair center being in Houston this may take longer than usual.

Overall, I commend Dell for taking responsibility for this and taking care of it. The way the call center person dealt with my call was also professional and courteous. So far an excellent response.

I will post my experience about the actual repair, when it is done.

As a follow up to my previous post. I just received the laptop repaired and touch-pad works crisply.

Thanks to Dell for an overall excellent experience including the service representative. I had sent it with FedEx Ground 9 days ago, so consider it a good turnaround time and certainly within the expectations of 12-15 business days.

Two areas for improvement:

(1) FedEx information and service around the pick up at my residence was unacceptable. I raised a formal complaint.

(2) Dell did not keep me informed about the progress after they had received the laptop in spite of multiple emails back and forth to get information, so it was a nice surprise, when FedEx dropped it off.

Hi Guys,

just to flag that I have the same issue with my XPS 15 9530.
Here's a photo of my case. As you can see the touchpad is pretty much lifted.
My warranty is already expired. Will try to contact Dell Support here in Belgium with regard to this problem.

"Swollen battery" - do you know if there's any potential safety issue here??? :) 

I just had a pop up warning on my XPS 15 9550 with a link to dellproduct.com. By providing my service tag id,  it linked to a bulletin message:

https://www.dellproduct.com/Program.aspx?PI=Y1GZ2GvfmoM%3d

about the free replacement of swollen batteries for (Precision 5510s) and XPS 9550s.

Kudos to Dell for now proactively doing what is right, providing information to potentially impacted customers.

I called DELL support team here in Belgium and explained the issue.

They advised to remove the battery immediately (potential safety issue) but refused to offer a free replacement. The reason for the refusal being the fact that my XPS 15 9530 is more than 3 years old (in fact it's 3 years, 8 months old). 

Instead they made me an offer to purchase a refurbished battery for ~75€ with a limited warranty (3 months).

Below the photo of the old battery. I haven't decided to buy this refurbished one from them...