ahfei
1 Nickel

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

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

0 Kudos
jjnist
1 Copper

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

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

0 Kudos
samos1111
3 Argentium

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

> 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.

jjnist
1 Copper

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

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.

0 Kudos
Biesty
1 Copper

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

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.

0 Kudos
PerNil
1 Nickel

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

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.

0 Kudos
PerNil
1 Nickel

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

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.

0 Kudos
kloshi
1 Copper

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

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??? Smiley Happy 

0 Kudos
PerNil
1 Nickel

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

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.

kloshi
1 Copper

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

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...

0 Kudos