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814
October 15th, 2020 04:00
Touchpad and trackpoint does not working
My Latitude E5570 notebook has problems for 1.5 years. The touchpad has "gaps". It means there are fixed regions where the cursor does not move. The BIOS and the drivers are the latest right now. BIOS software, Windows10 and bootable USB Linux are affected.
Has anyone ever met this issue?
The support replaces the palmrest part (it contains the touchpad) 5 times, replaced the SSD 1 times and then the screen and the keyboard went wrong. Then replaced the motherboard and the palmrest. The touchpad has gaps and the trackpoint does not working. The Dell Service refused the repair this product. About 3 months ago the Dell accepted to replace the notebook a similar one, but I have no received anything. Meanwhile, the notebook will out of warranty. I want to at lest 1.5 years (or full 3yrs warranty as compensation) warrant for the new one when it was arrival in 2021 with the speed of Dell support. How can I escalate it horrible customer service?
DELL-Cares
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October 15th, 2020 05:00
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.
oszikr
7 Posts
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October 15th, 2020 06:00
It seems, the support process cannot solve my problem.
DELL-Cares
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October 15th, 2020 21:00
Hello, I have detailed your journey to a supervisor and have asked them if there is anything we can do. I will let you know once I hear back.
DELL-Cares
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October 19th, 2020 06:00
Hello, I am yet to get a confirmed update on this and will let you know once I hear back. Thank you for your patience.
DELL-Cares
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October 21st, 2020 21:00
Hello, I have just heard back on the internal escalation I had raised and I am afraid, we cannot offer any warranty extension on this machine. Please drop us a note if you need any further help.
DELL-Cares
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October 26th, 2020 21:00
Hello, I see the exchange is currently under hold and have reached out to the case owner on the exchange to keep you posted. Let us know if we can be of any further help.
DELL-Cares
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October 28th, 2020 12:00
Hello, the replacement is on hold due to part shortage and will continue production once parts are back in stock. We are having this case closed from our end for now. Please continue interacting with Jinu Stephen for further updates. You should have his emails in your inbox.
xiaomei
186 Posts
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October 29th, 2020 01:00
If you plan to buy a new machine, you can consider buying a cost-effective notebook instead of worrying about how to improve customer service.