XPS 13 Plus 9320, Touchpad malfunctioning

I've had my XPS 13 Plus since August 2022 and have had many of the touchpad issues listed here, even through numerous repairs, software updates, etc.

My question is, is it known if touchpad issues are software or hardware related? Dell support assures me it is a hardware problem and keeps pushing me for more repairs that do not work (and the representatives and repair workers don't always seem to understand the haptic touchpad). When I message customer support representatives I link to this thread and note the coming software update, but they say the real solution is more time-consuming repairs and replacements. How should I handle this conflicting advice from customer support?

Yup. I am in the same boat as all of you, and have been for months. Completely irresponsible of Dell for not recalling these laptops, which they should have done months ago.

I'm getting close to moving ahead with filing a complaint with the FTC over this. It is clearly a widespread issue, and yet Dell does nothing to fix it. It is quite literally a scam.

Please see my latest post on the 18th.  

I've just gotten a 9320 as a replacement, under warranty, for another XPS model.  After 3 days of setting it up, the touchpad click started out of nowhere. Suddenly the touchpad became unusable, drag and drop became drag and drag and drag, not working at all, like everyone else's. It was as if the touchpad were being permanently depressed. 

I applied the patch above and it immediately stopped clicking. Now it seems to work fine. I sure hope it keeps working. However, there is now no haptic for the touchpad at all, despite haptic feedback being properly enabled in settings.

1. Is it normal, after flashing this touchpad firmware update, to have no haptic feedback?
2. If yes, is eliminating the haptic feedback intended to be the long term fix?

I rebooted twice and now haptic is working again with that new touchpad firmware flash. Yay.

I installed the update and rebooted twice.  Haptic is still not functioning on my touchpad.  

@bciotti Has it continued to work ie the Touchpad picks up clicks/movements correctly after the FW update, but there's just no haptic feedback?

I will relay this to the team, but just wanted to confirm with you first before I did that. 

Hi @Dell-BradL you are correct. The touchpad is still picking up clicks and movements correctly, just no haptic.  

Unfortunately this update did not work for me either. I both installed and restarted multiple times. Currently my trackpad clicks correctly but I have no haptic feedback.

Well, a few minutes ago it starting to click again after being fine all day.  I was able to force shut down and reboot and the problem stopped. I re-installed the patch. It seems ok at the moment.  This is unacceptable.

I just noticed that the haptic click is quiet and normal on the left side of the touchpad. The right side of the touchpad makes a VERY loud click. I've never noticed that before.  This is now beginning to feel like a hardware issue.

New firmware does not help, it worked for about 3 days before the touchpad broke again, no haptic feedback on left click but works on right. Then an hour later works, then broken 15 minutes later again.

Firmware updated, bios updated, trackpad now replaced physically twice, laptop reset 3 times, firmware updated with each track pad.

This is beyond unacceptable 

Our team identified an issue with the Firmware I previously posted and removed it. A new firmware was just released. Please visit the Dell Support page, click on find drivers or your system if it already comes up. If your system did not automatically come up, enter the service tag or the model number, and then click on find drivers. Then click on Drivers & Downloads and filter by Firmware under the Download Type. 

Please let us know if this Firmware helps, and thanks so much for all of the previous feedback it helped call further attention to this. 

Marking as Dell Accepted Solution for visibility. 

Thanks for confirming this, please let us know if Firmware Version A03 helps. 

I bought my XPS 13 PLUS 9320 at the end of January this year. The touchpad has been malfunctioning, as discussed here, for some weeks. I have recently taken the matter up with Dell Customer Service and found it necessary to draw their attention to this Board. I appreciate that they have tried to help and today they  suggested Firmware A03 as above, which I installed. It has not solved the problem.

Why does Dell recommend we try their latest fix without first testing it and satisying themselves that it does indeed deal with the problem? I am busy and just want a solution please, not a possible fix

The new firmware does not help

Still broken