t_projection
1 Copper

Dell XPS 15 9550 Swollen Battery/Raised Track Pad

Hello, 

The track pad on my Dell XPS 15 9550 had been raised or lifted, making it nearly impossible to click down on. Upon bringing my computer to the Microsoft Store, it was revealed the battery is swelling, which is pushing up on the track pad from underneath. The computer is a few months out of warranty. 

This is presumably unsafe, and a problem that many other people have encountered and expressed concern about on this forum. There is clearly a problem with these batteries. This should clearly be considered a "Known Issue" and the batteries replaced. 

I guess my questions are (1) is this classified as a "Known Issue", and if not, (2) what is the rationale, given the frequency?

I can reference several other posts referencing the same issue to provide evidence of the high frequency of this problem, if needed.

Thank you.

10 Replies
Community Manager
Community Manager

RE: Dell XPS 15 9550 Swollen Battery/Raised Track Pad

Hi t_projection,

Thanks for posting.

Please contact Tech Support in your country for assistance with this issue.  Thanks.


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
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0 Kudos
arjarj
1 Nickel

RE: Dell XPS 15 9550 Swollen Battery/Raised Track Pad

I also have this problem on a 9550.

t_projection
1 Copper

RE: Dell XPS 15 9550 Swollen Battery/Raised Track Pad

I did. They didn't acknowledge this was a broad problem, which is clearly the case. Additionally, they don't have any replacement batteries available and said they wouldn't have any until the fall.

This was, obviously, a disappointing response. I'm forced to continue to use my laptop for several months that may or may not be safe to use, and it seems like Dell is unwilling or unable to help with the problem.

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Andygoes
1 Copper

RE: Dell XPS 15 9550 Swollen Battery/Raised Track Pad

I am also having this issue, and my boss had it about a month ago on his XPS15 we got the same day. Thing is, I was told by Dell support this morning that it absolutely is a known issue about a "small batch" of batteries. He told me that supply was weak, but didn't mention that it wouldn't be til the fall before getting a battery! I absolutely will not be tethered to a wall for 3-4 months - unacceptable. Dell, if anyone is listening, might be time to rev up the damage control machine. A lot of posts over the last two months from people whose laptops are "just out of warranty" having this issue. All they need are for a couple of houses to burn down or planes to catch on fire before they pay attention to it...

octavioccl
1 Nickel

RE: Dell XPS 15 9550 Swollen Battery/Raised Track Pad

Yes, dell don't want to recognize the problem, first time I called they said to me it was a problem with the manufacturer, that they have several providers of battery, and they are going to change it for a new one. At the end they sent me a replacement laptop, but for my surprise when I ran the following script:

 powercfg  /batteryreport  /output  %USERPROFILE%\Downloads\BatteryRpt.html

It was the same battery that got swelled in my old laptop. I call dell again and I explained the situation. And now they told me a different history about a bad batch of this provider, of course at this point, I don't believe in dell words, but I have to live with that. I'm really disappointed how dell is handled this matter, everybody here spent a lot of money in this laptop.  

The model of the battery I had issue and I have right now is:

NAME DELL 1P6KD54

MANUFACTURER SMP

CHEMISTRY LiP

DESIGN CAPACITY 83,995 mWh

arjarj
1 Nickel

RE: Dell XPS 15 9550 Swollen Battery/Raised Track Pad

I've made a short video showing the problem with mine. Is this the same problem you are seeing? Please see https://youtu.be/fuM-Cdv3nlk

t_projection
1 Copper

RE: Dell XPS 15 9550 Swollen Battery/Raised Track Pad

Yup, same problem.

Given how far-reaching this problem is, it's disappointing Dell isn't being more upfront about 1) acknowledging the problem and 2) replacing the defective parts.

This makes me question buying Dell products in the future.

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Highlighted
Pdubbs
1 Nickel

RE: Dell XPS 15 9550 Swollen Battery/Raised Track Pad

I contacted tech support and their only solution was to send in the machine to the depot which can take 2 weeks or more to get it back (tech support said the parts may be back ordered).    

There has to be a better solution than saying 'unfortunately'.  I use my XPS 9550 for business and don't have a spare computer.  Considering that there is a known safety issue here too, I would think that Dell would want to have an onsite repair solution.  

Can you help with a solution?

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Milkavis
1 Copper

RE: Dell XPS 15 9550 Swollen Battery/Raised Track Pad

Have the same issue. After contacting Dell support, I was told to remove the battery, but instead I asked for my laptop to be send for repairs - no answer. This is starting to sound like a major issue with this model and hope that Dell will take action to resolve it. Not sure if they want an exploding galaxy S7 device on their hands.

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