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2 Bronze
2 Bronze

XPS 15-9550, replacement battery?

I have had an incredibly frustersting experience trying to order a battery replacement for a 9550. While I have accepted the fact that I will not be getting a warrenty replacement, Dell has refused to actually sell me a battery and is instead stating that the only solution is a Dell battery companion. I now have a machine with an internal battery that will not function and a company that is unable to sell me a replacement. After 4 separate calls and 3 hours being transferred around, I am unsure on how I am able to proceed. 

Solution (1)

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A couple choices here,

Choice 1 = search for the battery you need on Amazon, there's lots of aftermarket people looking to help.  Be careful though, in some cases the laptop actually checks to see if the new battery is DELL recognized component (kinda forcing you to replace the laptop every 2 to 4 years)

Be careful to order the right battery, the 56Mwh and 84Mwh are different sizes.  The one you need will be based on what was originally built by DELL.

Choice 2 = Go here

 

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Replies (21)
7 Thorium

Those are the batteries that had the swelling problems. Replacement batteries are no longer sold. You missed the recall for your model computer. Use it with the adapter alone as a desktop replacement or with just the companion if you have one until you can replace the computer. Remove the battery and dispose of properly for safety reasons. 

The info in this article is now out of date but will give you the history--

https://www.notebookcheck.net/Dell-offers-to-replace-swelling-XPS-15-9550-batteries-for-free-even-if...

Thanks, too bad I missed the window too. Dell will not help me out even though my touchpad has swollen over an 1/8" out of my computer. I'll read the article, but this is a really bad design and support decision. Recall should be for the part in question for whenever. I suppose this is a fire hazard.

 

Anyone suggest a new company to buy from. I've used Dell for years, won't be using them again.

Those are the batteries that had the swelling problems. Replacement batteries are no longer sold. You missed the recall for your model computer. Use it with the adapter alone as a desktop replacement or with just the companion if you have one until you can replace the computer. Remove the battery and dispose of properly for safety reasons. 

What kind of a response is this??? Do you expect a company that sells supposedly premium $2k laptops to no longer provide spare batteries after two years? 

Btw, the recall was not for all 9550 batteries, and same sort of batteries are swelling in 9560 too, and I don't battery swelling can be considered normal because swollen batteries are increased fire hazard - the battery should get diagnosed as faulty and disconnected automatically before it swells notably. 

Batteries in constant use do not usually last for over 2 yrs especially now that the design of the battery case has changed. It has been improved since those early design changes but batteries still can swell or overheat at the end of life. Batteries are warranty for a year. After that is it up to the user to replace it. That's why I'll stick to desktops as my main computer. 

Dell can't replace batteries that are no longer manufactured. 

> Batteries in constant use do not usually last for over 2 yrs especially now that the design of the battery case has changed. I agree, li-ion batteries tend to last about 500 full cycles. > It has been improved since those early design changes but batteries still can swell or overheat at the end of life. I haven't seen Dell anywhere declare that batteries might swell on their sales pages. Batteries would degrade of fail in the past too, but swelling is a relatively new low. It isn't unavoidable and could have been detected cheaply. This should have been taken care of because swollen batteries are an increased fire hazard. > Batteries are warranty for a year. After that is it up to the user to replace it. ... Dell can't replace batteries that are no longer manufactured. I think this is ridiculous. Well, the user could replace them if Dell made them available for a reasonable period of time (expected laptop lifetime). I don't recall Dell declaring the lifetime of their laptops to two years or such? Dell still supplies such batteries in new laptops.

I have been in communication with Dell's customer support team over the past few weeks, for work to be carried out on my XPS 15-9550, under warranty.  At the same time, I asked for a quote for a new battery, as mine has now deteriorated to the extent that it has a run life of just 2 hours following a full charge.

I was given a quote for a replacement battery, in which I noticed that it came with a 3 month warranty, rather than the 12 months usually offered.  When I challenged this, I was told that they were offering me a refurbished battery (although that wasn't mentioned in the quote) and that they no longer supply new replacement batteries for this particular model.  I'm now considering buying a third party battery (2-Power) after the laptop's warranty has expired.

2 Bronze
2 Bronze

I have the same problem with a swollen battery. When I called DELL they mentioned I missed the recall period to which I replied that I never received notice. Their answer was that they notify consumers thru the Dell Forum and that it was my fault. Why am I responsible to check a Forum for problems on products that they manufacture? Here is the transcript of the conversation. I  Received a phone call during this chat and they promised they would have an answer for me in 24-48 hours. :

Akash T (4/24/2019, 4:05:53 PM): Welcome to Dell Out of Warranty Chat Support. My name is Akash Tiwari.

While I am checking the details, let me also inform you that your chat has landed to paid support queue.
Akash T (4/24/2019, 4:07:05 PM): Greetings, just to confirm you are contacting us regarding service tag # ?
Me (4/24/2019, 4:07:34 PM): Yes.
Akash T (4/24/2019, 4:08:36 PM): I would like to inform you that the recall on the battery for XPS 9550 was untill September 2018. Post that we have discontinued this process and now it will be a paid support
Me (4/24/2019, 4:08:54 PM): How was i notified of this matter?
Me (4/24/2019, 4:09:49 PM): I will not pay for an issue that i should have been informed of.
Akash T (4/24/2019, 4:10:24 PM): This matter was published online in the Dell forum for every customer. There were customers who contacted us reading the same. There are customers who did not and now they have to pay to get the support
Me (4/24/2019, 4:11:27 PM): I do not read the dell forum and don't even know where it is. How was i specifically and directly informed of this matter?
Akash T (4/24/2019, 4:12:14 PM): Apologies Rafael, I am not sure if you are aware of the fact that how many customers use this system. But it is not possible to send a specific email to each on of them
Me (4/24/2019, 4:13:56 PM): That does not make any sense. Email notificatioons can be sent thru mailing list or even by mail. There are distribution list that can easily be created.
Akash T (4/24/2019, 4:14:01 PM): By the way was your battery swollen in that Time period?
Me (4/24/2019, 4:15:48 PM): I don't know.
Akash T (4/24/2019, 4:16:24 PM): Well, you know now by seeing the system that the battery is swollen. I am pretty sure you would be aware if it was swollen at that point or not
Me (4/24/2019, 4:16:45 PM): I use a mouse!!!
Akash T (4/24/2019, 4:17:22 PM): Still you use the mouse on the system right? Swollen battery raises the trackpad to a level that it is significantly visible
Me (4/24/2019, 4:17:41 PM): It seems that you are trying to imply that i am trying to take advantage of this situation
Akash T (4/24/2019, 4:18:13 PM): You are the end user of the system , I am pretty sure you would know if the battery swells or not
Akash T (4/24/2019, 4:18:38 PM): No I am not implying that. But i am trying to imply that Like most laptops, Dell laptops use lithium ion batteries, which can swell for a variety of reasons such as age, number of charge cycles, or exposure to high heat.
Akash T (4/24/2019, 4:18:56 PM): Also we never mentioned that all the XPS 9550 laptops were having this issue
Akash T (4/24/2019, 4:19:27 PM): It's not necessary that it is generic fault. Lithium ion batteries can swell
Akash T (4/24/2019, 4:20:01 PM): If you were not facing an issue within the designated time period when this was recognized as a problem, I m sorry but we cannot provide free support on this.
Akash T (4/24/2019, 4:23:16 PM): Not to rush you in, but are we still connected?
Me (4/24/2019, 4:25:30 PM): I disagree since i was not notified properly of the problem. The fact that you expect me to notice a 2mm tilt on my touch pad is not an answer, neither is it to lecture me on batteries. the fact of the matter is that i was not properly notified of the matter and now that i noticed it you are not wanting or willing to resolve it. ALL consumers should be notified and DELL should have been able to find a way to do so and not just rely on a forum that is not used by all their customers.
Akash T (4/24/2019, 4:29:57 PM): There are times when a customer contacts us by reading the issue on the Forum, but does that makes us entitled to it. No it doesn't . The forums are for this purpose and for a minute let's not talk about the forum Rafael, let's talk about the actual problem. If there is an issue with the LCD of the Dell laptop and you are not facing the issue, Why would you like to have the LCD replaced? That also doesn't make sense. You were not facing an issue with the system, now also when you are contacting us I am pretty sure you have read that online that there was a recall for the battery. No, you needed the support so you read the forum. At that point there was no issue so you didn't and I am not lecturing you about the batteries. I apologize if you feel that way, but it is a fact about Lithium ion batteries. This is my work day in day out and there are customers who report this issue on Latitude systems as well. So what should we do replace that battery as well. I am not sure if you are aware of this or not, There is a defined process within which we work
Akash T (4/24/2019, 4:30:32 PM): There are batteries that swell but if there's no warranty on the product there will be a charge
Akash T (4/24/2019, 4:30:37 PM): All the customers are same for us
Akash T (4/24/2019, 4:31:18 PM): At that point we provided free support, That program cannot run for lifetime and we had to discontinue when our engineering team came to know that the generic issue has been resolved
Me (4/24/2019, 4:31:40 PM): When did i mention the LCD replacement!!!
Akash T (4/24/2019, 4:31:49 PM): I was giving an example
Akash T (4/24/2019, 4:32:06 PM): This could have been any part
Akash T (4/24/2019, 4:32:46 PM): The point is when there were customers facing issues, you were not. Now when you are, it's no sure that this is the generic issue as all the systems were not affected
Akash T (4/24/2019, 4:34:09 PM): So please let me know how would you like to proceed from here?
Me (4/24/2019, 4:34:46 PM): In fact i found it in a forum but today and not a year o more ago when the recall was issued. Which proves that the way in which you communicate these problems to consumers makes no sense. You expect them to notice something in order to give you a call. It is like Audi or any car manufacturer letting you know of a recall only after there has been a problem with your car.
Akash T (4/24/2019, 4:36:20 PM): This was mentioned in the Forum when we recognized it as a generic issue and never removed the post so that if someone contacts us after reading the post we can tell them that it's an old post and now it's a paid support
Me (4/24/2019, 4:38:37 PM): Please escalate my case and have them explain this to me so I can understand why all the burden of a recall on me reading it. I should be notified directly of these matters and DELL shouldn't expect me to go into a forum to read about the issues with the products they manufacture.
Akash T (4/24/2019, 4:38:54 PM): Apologies but there will be paid support
Akash T (4/24/2019, 4:39:02 PM): Let me know how would you like to proceed from here?
Me (4/24/2019, 4:40:19 PM): So, you are saying that you have no way of escalating the issue to DELL?
Akash T (4/24/2019, 4:41:05 PM): I can but there's nothing a manager can do about it.The process is same for everyone who works in Dell. Be it me or my supervisor. Please try and understand there's nothing that can be done
Akash T (4/24/2019, 4:42:28 PM): Is phone# the best number to reach out to you?
Akash T (4/24/2019, 4:42:40 PM): I am arranging a call back on this number
Me (4/24/2019, 4:42:51 PM): I'll find a way to get the message to corporate. Thanks for your help.
Akash T (4/24/2019, 4:43:34 PM): You're welcome
Akash T (4/24/2019, 4:43:42 PM): Please let me know if there's anything else i may assist you with today?
Me (4/24/2019, 4:44:32 PM): Not at the moment. Thank you.
Akash T (4/24/2019, 4:44:40 PM): Your continued business and patronage is always appreciated.Thank you for contacting Dell Technical Support chat and allowing me the opportunity to assist you. Have a good day ahead. For any other online support, please visit www.dell.com/support.

2 Bronze
2 Bronze

I bought my XPS 15 9550 in Nov 2015 and the touchpad has swollen since 2017.  Since I've mainly used my laptop as a desktop, all these time I thought it was me.  My battery is now at a stage where it can no longer hold any charges.  I decided to search on how to replace it, only to find this thread and realize I wasn't the only one with swollen touchpad!!!  Dell's customer service (or lack of) is just garbage and it's time to move on.  Never gonna buy from Dell again.

Same! Touchpad began to be difficult to rightclick about a year ago. Didn't think much of it. Then a month ago I noticed not only had it become very difficult to click at all, but it was raised from the body of the XPS. Called Dell, they didn't care. They won't even sell me a replacement battery. Bought a battery from Ebay (went from 56 to 84, larger Dell battery for this laptop), and the system refused to recognize the battery. My XPS 9550 is barely 3 years old. This is the last Dell I ever purchase. I've had friends and coworkers purchase Dell because of me, but I can no longer recommend a company that doesn't keep replacement parts in production for at least a couple of years after the laptop is sold. 

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