XPS9500 August - Still Touchpad and Audio Issues

Thank you! We have received the required details. We will work towards a resolution via private messages to ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the community members as well.

You can either:

1) Return the laptop for a full refund. My suggested route.
2) Play cat and mouse with Dell repairs, which will push you outside the return window to get your money back. You could be stuck returning multiple times since they'll just give you a poorly done refurb.
3) Wipe the laptop and install a fresh copy of Windows 10. Only install device drivers and none of the Dell well known problematic software like SupportAssist or whatever it's called.

I've had that happen (receiving before return) with a refurb monitor. Dell quality is garbage these days. I bought a 49" ultra wide and it worked fine until I plugged in my Macbook pro. I heard a slight sizzle and the monitor was completely dead. I spoke with customer service and they shipped out a refurbished unit before I returned the other one.

When I did get the refurb, the original was all packed and ready to go. I opened up the packing slip and affixed the return label while the FedEx driver was still here so he could take it away.

I didn't end up keeping the monitor because I couldn't bear the lack of Quality from Dell. Instead I sold it on Kijiji for a profit.

Dell is horror when it comes to quality, ordering, cancellations and returns. I would simply return the laptop and get your money back from frankly, a mismanaged company that doesn't deserve it. Go buy an awesome HP Envy or if you have money and game a Razer Blade. There is also a Huawei notebook that's super sleek or an LG Gram.

thanks for your response. I will most definitely keep it in mind.

Just to update, I got a PMs asking me to respond to their questions. But I was never sent any questions which was a bit frustrating. My issue is here in the thread and i sent my service tag so i dont understand why I should repeat myself. 

I emailed support who got back to me the same day and got me to run some tests etc. I sent the results but have heard nothing back. that was almost 2 weeks ago. So disappointing.

Just to post an update. 

I was responding to a ticket via email. Sending videos of the issues. Then radio silence from Dell. It appears my ticket was closed by Dell. So over a month of following up and looking for updates I decided to open a new ticket. They responded quick and apologised. 

They offered a refund or a repair. I chose the repair which took place today in my home. (Ireland). So I am pretty pleased to have only had an hour downtime. So in the end thats a positive result. The repair was cancelled twice but happened within 2 weeks of it been promised.

In Summary, Dell came through in the end. I would recommend people open tickets directly with Dell and not on this forum as I was just messed around here and wasted time with the auto bot and staff who didnt read my messages.

Another update.... the speakers are still having issues. While they improved, there is still very obvious distortion which are apparent with the system notifications. I have reopened the ticket with Dell. 

> Thank you! We have received the required details. We will work towards a resolution via private messages to > ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the > community members as well.

I got a short cracking kind of noise each time the audio playback starts after a longer period of inactive audio output.

Since the exact same noise can be heared on my bluetooth speakers, the problem appears to be another driver issue - besides the touchpad one...

My first Dell - sadly a bad experience so far...

There was multiple driver updates released. Also the maxxaudio app may be a culprit.... My problem is the sound is lovely with headphones on, but the speakers are distorted Create a support ticket, I wouldnt bother with the forum here based on my one experience.

Dear fellow victims of Dell's lack of Quality Control, you are not alone. This is a global issue affecting every single XPS 9500.

Inbuild speaker crackling and distorting the audio, issue shown here: https://drive.google.com/file/d/1ijHPbKahLE2l1cTKUUryPUPTwKXC7s_H/view?usp=sharing

There are more threads on this issue, none of them have a solution yet.

https://www.dell.com/community/XPS/XPS-15-9500-speakers-crackle/m-p/7750166/highlight/false#M74081 

https://www.dell.com/community/XPS/XPS-15-9500-speakers-crackle-2/m-p/7755916/highlight/false#M74513 

https://www.dell.com/community/XPS/XPS-15-9500-speaker-crackle-issue/m-p/7740259 

https://www.dell.com/community/XPS/XPS-15-9500-static-noise-when-playing-any-audio-on-mute/m-p/7747208/highlight/false#M73874 

This is most likely a driver issue, none of the below options help to resolve it:

- No speaker replacement helps

- No system restore helps

- No system re-install helps

- No driver update/uninstall/update helps

- No laptop replacement helps

- No joy in buying brand new laptop as the same issue is present.

I was thinking to take this into the news as @Anonymous is selling faulty items since June, what a shame.

Will give another week and will try finding somebody to right about and drag attention to this problem once and for all. 

Watched your video there. Exact same issue....

Hi there,

to update on my situation. A replacement laptop was eventually sent out which had worse audio issues than before. So in the end I asked for a refund of my entire order. I got a response by email telling me I could refund my order. So I went out an bought alternative equipment so I could keep working. Dell went silent for a while. Then come back and say the refund is not authorised. So now I have an XPS 9500, 2 monitors and a xps sleeve sitting here in boxes but no sign of collection or a refund as of yet.... 

Spending 2000+ euro to get a faulty laptop a month late, out of action for 2 on site technician visits, replaced speakers twice, mother board, SD card, palmrest, touchpad etc then receiving another faulty replacement is just so disappointing. To make it worse, they said I could refund and now they are dragging their heels...... If I am left without a refund it will go to the courts. (luckily I have relatives in that profession).            

Very unfortunate experience you had I must say.

I will give them 1 more week, after which I will prepare letters to newspapers and news channels to help them write a very good story about DELL's incompetence. If DELL wants that in order to finally acknowledge the fact of them selling out of the box faulty items - I will try not to disappoint them.