cbird808
1 Copper

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

I have the same problem.  I purchased the MicrosoftStore Complete Service Plan For Laptops, so we'll see how they do.  If you buy a $2k laptop, get the extended warranty

0 Kudos
rainford
1 Copper

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

I am now joining this unhappy club.  Touchpad on my XPS 15 9550 died today.  Looks like yours. Hope we can get a response from Dell.

0 Kudos

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

I have got two replies from Dell on Twitter. First the one i quoted earlier and after that also this:

"..Please understand that the warranty is not active on your system to cover these issues. There is no known issue with this laptop and am afraid that we have very limited options here as this is hardware failure.."

So Dell clearly say this is not a known issue thus it is my problem.

In my point of view it is a design flaw designing the system so tight the battery can not swell without breaking the touchpad. This reminds me of the Samsung Galaxy Note scandal where the battery had no room to swell and caught fire. The difference here is that the touchpad is giving in instead. No fire but a useless laptop.

0 Kudos
A.C.M.
1 Copper

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

Another one with the same problem. Waiting for a solution from DELL. Clearly it is a defect in the choice of components.

0 Kudos
damienHZJ78
1 Copper

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

add me to the list of 9550 signature series victims. i'm overseas now and doubt this will have a happy ending

0 Kudos
rgreed
1 Copper

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

My 9550 also is swelling, the laptop is unusable.  I'm 90 days out of warranty on what appears to be a known issue.  There is no way to purchase the battery directly from Dell online.  The tech I talked to refused to acknowledge that it's a problem even though I directed him to this thread.  I was given the same spiel about batteries being consumable.  My other XPS is 7 years old and still works the battery has not swelled and damaged the laptop.  Unfortunately I have alot of Dell stuff.  Starting to wonder if my XPS 13" 9350 is also going to explode.  I can't believe they want me to pay to fix a known safety hazard.  I also bought the garbage TB15 Thunderbolt dock that has never worked right either.  All in all I guess I'm done with Dell.  Stonewalling me on two products that were sold as premium devices and neither was up to the job.    

0 Kudos
Highlighted
jeandelage
1 Copper

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

So. The first time i sent this laptop for the touchpad not working, i didn't know it was a battery issue. The second time it happened (two weeks ago) i knew thanks to this thread it was related to the battery.

Guess what, three weeks ago battery stopped working (red light blinking) and a few days later trackpad too hard to click.

I was lucky enough to have the warranty extended for two years but battery... is still covered only by a 1 year warranty.

So that was my dillemma. Battery not working (no warranty) and touchpad not working (but under warranty). Funny thing as the touchpad was not working because of the battery.

I thought i would try to be smart so i phoned dell (here in canada), saying trackpad is not working. They in the end ask me to send it to their repair center. Honestly i was wondering if they would tell me my touchpad was not working because of the battery. They did not, told me they waited for a part (not saying it was the battery). I have now received the laptop a few days ago, the technician wrote he changed the battery... so now i have a new battery and according to what someone said, battery report says it's LGC the manufacturer. So i wont blame DELL but i find it very sad for people that only took a one year warranty... for a 2000 CAD laptop for me it would have been hard to accept.

0 Kudos
7even7
1 Nickel

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

I'm also joining as a member of this club. 9550 still under 2-year warranty, but currently overseas and local service desk says the battery is outside the 1-year warranty so no free replacement. This is after the international service desk telling me it can be replace under warranty free of charge. Anyway still dealing with them, so will update on the outcome.

With so many users reporting issues, how is this not a manufacturing defect? Anyone initiated a class-action yet?

0 Kudos
celery2
1 Nickel

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

same problem with 9350

0 Kudos
octavioccl
1 Nickel

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

I'm really surprised to see so many comments about the same issue and nobody in dell is taking care of it. I had the same problem about a month ago, but fortunately I was in warranty. After wait two weeks for a battery replacement, they decided to send a new laptop, but for my surprise the battery manufacturer of the new one is the same what I had problem at first. The model is

NAME DELL 1P6KD54

MANUFACTURER SMP

CHEMISTRY LiP

DESIGN CAPACITY 83,995 mWh

In my case, I could say they found a solution, but as a customer I'm really worried how dell is handling this. I called dell about my concern about it is the same battery manufacturer but they told me it was a bad batch. After follow the issue in internet I don't think this is a bad batch, more and more people is reporting the same problem, and maybe the same happen to me after 10-15 months, which is the time that  takes to battery get swelled. I hope this ends well for those who are waiting for an answer yet. The truth is I was a loyal customer of dell, but after this I think there is not more choice to go with apple.

0 Kudos