r494vx
1 Copper

XPS 13 9360 touchpad rattle

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Hello,

I just received my XPS 13 9360, purchased directly from Dell.  The first thing I noticed when I started using it was a rattle whenever I make contact with the touchpad.  The touchpad seems loose.  The rattle is noticeable even when I barely touch the touchpad.  I'm not clicking it.

I tried going to the "Contact Dell Support" page but it says "The product is out of warranty and is eligible for the following support options: Solve the problem yourself with our free and easy-to-use online tools."  However, when I go to the Warranty page for my Service Tag, it says that the start date of my warranty is today.

Since this is obviously a hardware problem, I think I should just send it back for repair or replacement.

This isn't the best first impression of my nice new laptop.  Suggestions?

Thanks.

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1 Solution

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8 Krypton

RE: XPS 13 9360 touchpad rattle

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Contact Dell and have the system replaced.  You can only do this within 21 days after the system ships, so don't delay calling for a return.

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3 Replies
8 Krypton

RE: XPS 13 9360 touchpad rattle

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Contact Dell and have the system replaced.  You can only do this within 21 days after the system ships, so don't delay calling for a return.

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eugeneville
1 Copper

RE: XPS 13 9360 touchpad rattle

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Hello, can you please let us know if your matter got resolved and if you've got a replacement that didn't have this issue?

I've got my 9360 on the 7th of April and noticed it right away. I have now applied for a replacement and hope the new unit isn't going to have this issue. Before buying this specific model I went to the local store to try it out and the display model didn't have that at all.

(P.S. for example I've used many Apple Macbooks and none of them ever had this issue and the touchpad can be clicked anywhere.)

Interested to hear how your situation was handled.

Thank you,

Eugene

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r494vx
1 Copper

RE: XPS 13 9360 touchpad rattle

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Hi Eugene,

Thanks for reminding me to mark ejn63's response as the answer.

I got my replacement last week and its touchpad is perfect.  Really happy with this laptop.  The replacement was sent directly from China.  The only hiccup was that there wasn't a return waybill included in the package, so I had to request a waybill.

My support experience was pretty good.  When I was asked if I could hear the rattle when the PC was plugged in and when it was on battery, I immediately replied yes to both and I could also hear it when the system was turned off.  That last bit of information should have been an indication that the issue was a physical defect, but he still had me update the BIOS to see if that would fix it.  Oh well, he was friendly so I humored him.  After he arranged the replacement to be shipped to me, I got an email confirmation that indicated the issue was "coil while", which I'm sure was meant to be "coil whine" but that was obviously a misclassification.

Apparently we're not the only ones with this issue.  Here's a Reddit thread and accompanying YouTube video that illustrates the issue perfectly:

www.reddit.com/.../

Anywho, hope your replacement is as good as mine.

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