XPS 15 9500, speakers crackle, #2

@sport_line 

If you are still within your returns period, I recommend returning the XPS, else you will be stuck with faulty equipment. I have just today called in to process the return and was a bit upset looking at how beautiful and powerful this laptop is, but like everyone commenting, the idea of spending close to £2k for faulty equipment that cannot be fixed by the manufacturer is not right. By the way, I think there may be a way to stop Windows from overwriting the sound driver I mentioned in my previous post.It seemed to work when I tried it. See https://www.laptopmag.com/uk/articles/disable-automatic-driver-downloads-on-windows-10 for instructions (if Dell removes the link from this post then just google "@stop windows 10 automatically reinstalling drivers")

Aside from this, I am not sure what can be done to get Dell to pay attention to this issue. The wobbly trackpad issue seemed to go viral from a youtube video. However, saying that, despite Dell acknowledging the issue and saying it was fixed, it is obviously not, so not sure a viral video would make a difference really!

I am looking at alternative laptops now and am considering the Razer Blade 15. No way near as beautiful as the XPS, but function over form is something I have had to accept from this learning experience!

Good luck...

Just for everyone's awareness, posting here as well as the are multiple threads on this issue, none of which is yet solved.

@robjs2020 Thanks.

Yes that helps to stop the drivers being automatically updated by Windows. However the audio quality of non-XPS9500 drivers is so flat, with zero bass and very low volume. I would say it is equality bad just in different way. Can't think anyone would accept this as a solution, definitely not me.

Just to clarify for everyone, all the 3 Realtek XPS 9500 Audio drivers available on dell.com/support are having the same distorted audio issue. This suggestion implies installing non-XPS9500 drivers that don't cause the distortion however the audio quality drops to the Nokia3310 level.

Just received my XPS 15 and have the same problem

Does this impact all units?

Same issue, Im about to return it after using it for 3 hours.

@BRIXPSOWNER  - Yes this issue impacts all the new XPS laptops which is 9300, 9500 and 9700.

@rvalenta1991 , thanks for your suggestion, indeed that seems to be more or less the case. I have made a comparison of the 400Hz test sound from YouTube played on my XPS 15 9500 compared to a medium budget Lenovo laptop which has no crackling on the same test sound, as a second example -  my S10 plus is also not having crackling when I play the same video.

I suggest you return your units as soon as possible and get your money back. One possibility is to check if the issue gets fixed to buy it again. In case not, forget about Dell...

Please follow my thread below where I tried to capture all the information reported by users inside and outside Dell.com

https://www.dell.com/community/XPS/All-New-Dell-XPS-15-9500-laptops-have-Distorted-Crackling-Audio/td-p/7759332/page/2

So finally I got time off to contact Dell about the audio issue, then suddenly the speakers stop working and a horrible sound would come out whenever I used them. It seems like they need to be replaced, and the original Bluetooth audio issue is still there too. It honestly feels like every time I get the laptop back, a new problem or the same problem will be there.  

I really wish I had gotten a refund instead of a replacement, now I am stuck with something that cost me a lot of money and doesn't work properly and I NEED my laptop to make a living. This is the second XPS 15 9500 I need to send back for repair since October.

Don't bet your money on this laptop.

I have the sound distortion issues also. Had unit serviced 3 times by house call techs, shipped to dell service in TX twice, spent hours on the phone with Dell support. Sadly the problem was not resolved. The speakers are defective - at least in my Dell XPS 15 9500. I finally took a chance and disassembled part of the speaker. There is a sealed compartment with what looks like sand (silicon beads, very small) that serves to absorb vibrations from the speaker. This works well to dampen most resonance but unfortunately creates the 400 hz distortion - about that frequency there is a resonance that these beads vibrate that distorts. if you turn the laptop upside down the distortion goes away. I opened this compartment on speaker and emptied it of these beads. It got rid of the 400 hz issue but caused distortion at many other frequencies (higher ones). I experimented with adhesive backed felt, didn't solve it. I tried spacers made of paper and other materials. No dice. I'm now experimenting with silicon gel (bunga pads from sports, they are very pliable and dense). Problem is this material is too thick. I ordered some thermal pads for NVMe since they are thinner and of similar density. I think the trick is to get the right material and surround the speaker enclosure so that the many resonance frequencies it generates can be properly dampened. Bottom line is the speaker design is flawed for the Dell XPS 15 9500. I tried reaching out to Dell with my findings but I think it's falling on deaf ears. No pun intended.

I had this also on my newly purchased XPS 15 9500 laptop. Ultimately, It came down to just reinstalling the Realtek Audio Driver from Dell's website and it was fine again.

Just get a laptop from another brand. XPS is not worth what you are paying for.

hi there, my solution to this problem was - I set the "system sounds" in sounds settings to "1" - you can still here the system sounds but without crackle, not an ideal solution but it was too annoying so this helps. 

I give up DELL, you win.

I bought my XPS15 on January 28, 2021. After receiving it I conducted all the tests and discovered crackling sound. Contacted with DELL support and did everything that they asked (updated my software like 5 times, reinstalled operation system, event had replacement that had same issue, sent them audio files to prove that I am not faking). Eventually DELL support came up with perfect solution - they closed my case without telling me. When I discovered that online page showed case was closed I asked what was going on. Response was:"We still have the case open"

3 weeks later I contacted them again, hoping that they have solution. Then I got automatic response:"We apologize that you are having further issues with your system. Unfortunately, has been closed for at least 10 days and we’re unable to reopen the service request at this time".

What can I say, this is one way to resolve the issues.

And I never learn, I just ordered another laptop from them...I think it is my last one.

Wow, what poor service.

I just got a new XPS 15 9500 and I have not tried the speakers yet.  I was looking to migrate music software and files from old to new Dell.  

I do music recording and production, so I don't really use the crappy laptop speakers much but maybe I can find a third party software that will correct it. I use external studio reference speakers, anyway. Otherwise, use headphones or nice pair of earbuds.

I use Sonarworks software to calibrate speakers and headphones.  Maybe that or some similar software that de-crackles recordings can be used to artificially correct this issue.  It does not hurt to try.

Got myself a new XPS 9510. Everything is perfect...except for crackling speakers. Exact same issue as 9500. Dell didn't fix anything this year. I already tried all the workarounds and fixes suggested here and on Reddit. I even tried putting some padding under speakers themselves as someone else here suggested. Nothing helped.

Stay away! I love this laptop, but will be returning it. Good thing I bought it at Best Buy and their return policy is awesome. I don't know what else to buy, sadly! This was a perfect replacement for my aging MacBook Pro.

Had exactly the same problems as everyone else. At all points of contact Dell deny there is a problem - start off as if I am the first person with this issue. Finally they replaced the speakers - guess what, exactly the same! In desperation I went to the top and got in contact with the senior team. After a lengthly conversation this is the reply I got, and I clarify this is word for word:

After investigating your concerns in detail & also discussing your case with our product teams, it has been confirmed that the crackling noise reported is actually a system limitation by design. This is not considered as a technical fault at Dell & we recommend that you lower the system sound settings from the volume control options to be lowered below 40% to limit the lower frequency vibrations.

Can you actually believe that!! One of the best laptops they sell, however please note that the shoddy audio is actually designed that way and you must only use 40% of the volume!!!!!!!

I suggested to the Dell guy that it is like buying a Rolls Royce, that can go 150mph, however please note if you go over 40mph the back wheel starts vibrating and will fall off, but don't worry it is a 'system limitation by design'. As if, never heard the likes.

Another thing I pointed out to him is that if you turn the laptop upside down then the vibration/crackle goes away - he fluffed round this and tried to make out that it is just a coincidence and still - 'it is working as expected' - I asked him if he uses his laptop upside down.

Unbelievable, honestly is joke worthy.

Have a good day

Bought my XPS 9500 in June 2020, had the issue from day 1.  I've resigned myself to the fact that I'll live with this, Dell won't do anything about it, Dell doesn't care for their customers, Dell is fine with putting out a product with defects, Dell won't do anything to correct the defects in future models, I will never buy another Dell, I will tell everyone who will listen to never buy another Dell.