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230304
October 10th, 2012 06:00
Keyboard / Track Pad / Support Issues
As reported by others, we've had a terrible time with the track pad registering clicks while typing. Enough so that we eventually just turned the track pad off completely.
Then some of the keys started acting as if they were stuck in the depressed state and would send multiple characters to the screen when pressed a single time. They aren't physically stuck, and I have no idea if it's a hardware or software problem.
Mercifully the Dell support staff was completely unhelpful. After spending an hour talking to 5 different people I was told the following:
- If I wanted support I'd have to reinstall Windows
- That if I wanted to return the device (which I do!), I should have called a couple of weeks before I did (unfortunately the keys started acting funny right after my return window apparently closed for good)
- That having installed a different OS voided any warranty that might have come with the device
- That Dell doesn't support or recommend installing a different OS than what the device comes with (despite my protests that Dell actually encouraged what we did on their website)
Has anyone else experienced the keyboard issue? Is it just us? The keyboard worked fine for awhile, but the machine is practically useless as is and my developer's productivity is down some 60% because of it. Is this a hardware issue, or is it driver related?
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sidbinks
3 Posts
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September 22nd, 2013 15:00
Having same exact problem. Have premium service. Dell wanted me to wipe my computer!!!!!!!!!!!!!!!!!!!! Always the insane default rather than pay a technician to come to my home. BUT! I persisted and they gave in. Technician came and installed new keyboard - not knowing i had lojack and so then computer didn't restart. I didn't know i had lojack either! Dell didn't knkow the default lojack password...for future reference, it is 123456.
New keyboard works, trackpad doesn't work now at all (it worked before but they had to replace both becuase they are one part). Technician is coming out tomorrow...hopefully the last guy didn't connect a wire or smg simple like that.
BEtween the crazy new windows and this problem, i am sorry i bought it.
DELL-Barton George
9 Technologist
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537 Posts
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September 23rd, 2013 11:00
@sidbinks,
Im sorry for your terrible experience. Were they able to help today?
thankss
�
sidbinks
3 Posts
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September 23rd, 2013 17:00
Thank you for your concern. The same technician arrived today that came last week. He installed the 2nd new keyboard/trackpad and it works just fine. I must say that Dell has done a great job of providing courteous technicians and phone support people that follow up with tenacity. My only dissappointment here is that I have had to have technicians come out to my home (where i run my business) to replace significant parts on all 4 of my last dell products. 3 All-in-One desktops and my funky 12" Ultrabook. The customer service has been excellent (except for the default, "lets wipe your computer" suggestion which i have learned to REFUSE because it is almost always hardware problems that I have had). Yes, it is the hardware that has suffered - I would say I am guilty of always wanting the "latest" so i am buying touchscreen All-in-Ones before anyone else...but, hey, they really shouldn't come to market if they are not actually ready. My other irritation has been with Windows 8 which is not Dell's fault.
Despite these issues, I have been happier with Dell than with several other computers from other manufacturers.Thanks again for your concern.
DELL-Barton George
9 Technologist
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537 Posts
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September 25th, 2013 11:00
@sidbanks
thanks for reporting back and Im glad that things have worked out!
david bull
1 Message
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October 30th, 2013 10:00
I am having issues as well. If I am trying to write an email in outlook and I press the shift or the number 1 key I am automatically asked if I want to delete the email (sometimes it doesn't even give me a choice and just deletes the email anyway). This happens on a daily basis and I initially thought it was some sort of hot key issue that I was ignorant of, but now I am not so sure. This intermittent fault that happens 2 or 3 times a day and it can be very frustrating. Does this sound like a hardware issue or is there something at my end I can do to mitigate this happening in future?
Thanks.
peterino
4 Posts
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September 18th, 2015 16:00
It's september 2015, I've received my brand-new XPS 13 Developer Edition (14.04 preinstalled), and the TouchPad is still overly sensitive. Acknowledge, it's not unmanageable, but it selecting larger chunks of text or bigger areas of the screen is just impossible, with the mouse cursor jumping back to the original position or even below / beyond it.
Specifically with GIMP I've found an additional odd behavior: The TouchPad triggers a click action on a menu item (e.g. File > Open ...) when you hover over the menu. This is reproducible, it happens e.g. on the File menu when I first go to the Edit menu, then go back to the File menu and hover around there, touching the TouchPad with one and two fingers.
(GIMP: Note that this is all done with "Tap to click" disabled, and "Natural scrolling" and "Two finger scroll" enabled. Also, the GIMP menu seems to get a lot of input from the TouchPad, because it's evident that it's starting to react in a sluggish way, with accumulating delays. GIMP is in single-window mode.)
peterino
4 Posts
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September 18th, 2015 16:00
@ Dell-Rajesh R is this a WIndows dialog? Are you running this on Wine? I'm not seeing this dialog or any Cypress TrackPad software on my XPS13 Developer Edition (Ubuntu 14.04 preinstalled).