XPS 15 9500, touchpad issue

Question

I am considering upgrading from my Dell XPS 13 9360 to a new Dell XPS 15 9500.

However, this product review shows a quality issue with a wobbly trackpad on the new laptops;

Can Dell Australia assure me that their products have undergone proper quality control so I won't have the same issue on a new laptop and have to return it?

mic773 · Accepted Answer

They did officially acknowledge it: Updated June 23, 2020 =Dell is aware that some XPS 15 9500 customers might be experiencing a rattle or wobble issue with the touchpad. We have identified and resolved this issue on all systems shipping in June 2020 and beyond. While functionality is not affected, it does not meet the stringent quality and experience standards we set for ourselves. If you purchased the XPS 15 9500 prior to June 1, contact Dell Technical Support for your country. The palmrest will need to be replaced.Dell-Admin

cmgpereira · Answer

Hi,

Personally, I would not trust whatever you might get from Dell until they officially acknowledge the issue and later when it has been solved.

This is what I got from Dell Germany when ordering a XPS 15: "There is no problem with the trackpad known in general by this laptop.".

I recently received and I am just arranging the return as it came with trackpad issues. For the price paid, this is not very good.

Regards,

Carlos

WimDee · Answer

Hi Carlos, Is the issue on your XPS 15 9500 the same as the wobble you see at 4.40 on the video to which I posted a link above?

cmgpereira · Answer

Yes, exactly same issue. And sometimes it makes it in a way that click is not detected also (especially at the bottom corners).

cmgpereira · Answer

Ok, was not aware. Thanks for sharing. Surprising to see though that mine was shipped in June, but still came with the issue. Maybe was just unlucky. (See the updated Dell statement in previous reply. Dell-Admin)

mic773 · Answer

Just got my replacement unit yesterday and the issue is still there! This time the trackpad isn’t as wobbly, but you can’t click anywhere. The top is not clickable at all, and if you lift the laptop up the entire trackpad sinks down and can’t be clicked. In addition, the lid won’t stay shut if you lift the laptop up and tilt it - it flaps open. Such poor build quality - returning today.

WimDee · Answer

How disappointing to have to send back even the replacement for a new laptop! Was this purchased in Australia? Are you still going to wait for the next replacement or ask for a refund?

mic773 · Answer

Purchased in the US and I'm done this time. I'm going to wait for Apple to release new 16' MBP with 10 gen intel.

WimDee · Answer

There is not much difference in price between Apple MBP 16 and Dell's XPS 15 9500.

GlenSmith70 · Answer

Only problem is that I ordered mine mid June and it still has the same issue.

GlenSmith70 · Answer

I ordered mine a week ago. Received it today. Same trackpad issue.

GlenSmith70 · Answer

I received my XPS 15 today having ordered it a week ago. Same trackpad issue. Wanted to exchange it but can't without technical support first. You'd think they might communicate this issue with their customer team to make the return process easier. Now I have to return it for a refund - and considering not buying another one at all now. Especially since you have to wait on the phone for 40-minutes to get a response then apparently days to get a return approval! VERY disappointed.

GlenSmith70 · Answer

The Dell Customer Service team for Australia is NOT aware of any of this. I've had to arrange to return it for a refund today because they wouldn't exchange it.

JP6686 · Answer

I've been through two XPS 9500's since their release a month ago, both with the touchpad issue. Terrible QA from Dell. You don't buy a premium laptop and expect this type of poor build.The second was ordered mid June so Dell clearly hasn't resolved this. It's taken me weeks to be able to return both of them and I'm still waiting. I likely won't try again with Dell

GlenSmith70 · Answer

Thanks, thats good to know. Have been in two minds as to whether I should try ordering again. But to be honest I don't want to go through this again. A day after I requested returning it I'm still waiting on 'confirmation' with return intructions. I was told it could take 7-8 days to return the thing. Disgraceful when they are knowingly shipping faulty products. No apologies or assistance. Nothing.

XPS

XPS 15 9500, touchpad issue

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