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XPS 15 9550 touchpad issue that Dell apparently can't fix
I've had my XPS15 since October, 2015. The touchpad worked fine until 3 weeks ago when the mechanical click essentially stopped working--I can only get it to click by pushing very hard (10 times normal) along the very front edge. It's physically broken, and it's not subtle. It's essentially impossible to drag-and-drop, highlight text, or drag a scroll bar.
I called Dell and they had me ship it to Texas for repairs. It came back 1 1/2 weeks later, but the touchpad still didn't work. In fact, it was worse, as the front edge now sticks up 2-3 mm above the palmrest. So, it doesn't work and it looks bad.
I called again and they had me ship it back to Texas. It was returned yesterday, but the touchpad still doesn't click. Per the paper inside the box, they replaced only the power supply and battery--I have no idea why. (When I look online, it says they replaced the palmrest, but that apparently doesn't include the mechanical part of the touchpad.)
I called Dell again. They want me to ship it back a third time. Needless to say, I am losing faith.
Are there any other options? I asked about taking it to a repair center local to me in Chicago, but they said there aren't any. That's odd, as there are a bunch of them listed on the Dell service locator page. At what point would it be reasonable to ask that the laptop be replaced?
fnool1558
1 Message
0
June 19th, 2017 02:00
I have the same problem on my 9550 purchased a year ago. Despite being covered by an NBD SupportPro contract, I have been waiting for a replacement battery for almost a month. Great phone help but no useful information or solution to the problem. Bad DELL figure, I do not know if I will recommend my customers to buy DELL.
Kyriakos1993
1 Message
0
June 28th, 2017 08:00
I have the same issue as Eelton1 and I purchased my XPS in April 2016. The touchpad is forcing my trackpad up. Dell better help replace it after I spend so much money buying its premium laptop.
celery2
8 Posts
0
June 29th, 2017 16:00
I have exact same problem with my dell xps 13 and they said they cannot change my battery because they don't have any sparse part. the replay is here twitter.com/.../880323925787410433
and this is the dell notebook
twitter.com/.../880296241275445248
DeveloperExpect
5 Posts
0
June 30th, 2017 11:00
I got this answer to my issue of a the touchpad raising 3mm making my high end super expensive laptop a very big and expensive paperweight.
"Thank you for the service tag. While we understand that the battery has swollen and this is disconcerting, this is a consumable part and degradation might occur based on customer usage. We offer warranty services for system-related issues and since the warranty has expired on the machine, we would be unable to replace the battery on the machine within warranty. We request you to contact the expired warranty support and purchase a replacement battery to avoid other problems on the machine."
This can not be right...right?
cbird808
2 Posts
0
July 1st, 2017 12:00
I have the same problem. I purchased the MicrosoftStore Complete Service Plan For Laptops, so we'll see how they do. If you buy a $2k laptop, get the extended warranty
rainford
1 Message
0
July 2nd, 2017 18:00
I am now joining this unhappy club. Touchpad on my XPS 15 9550 died today. Looks like yours. Hope we can get a response from Dell.
DeveloperExpect
5 Posts
0
July 3rd, 2017 00:00
I have got two replies from Dell on Twitter. First the one i quoted earlier and after that also this:
"..Please understand that the warranty is not active on your system to cover these issues. There is no known issue with this laptop and am afraid that we have very limited options here as this is hardware failure.."
So Dell clearly say this is not a known issue thus it is my problem.
In my point of view it is a design flaw designing the system so tight the battery can not swell without breaking the touchpad. This reminds me of the Samsung Galaxy Note scandal where the battery had no room to swell and caught fire. The difference here is that the touchpad is giving in instead. No fire but a useless laptop.
A.C.M.
1 Message
0
July 3rd, 2017 11:00
Another one with the same problem. Waiting for a solution from DELL. Clearly it is a defect in the choice of components.
damienHZJ78
2 Posts
0
July 5th, 2017 01:00
add me to the list of 9550 signature series victims. i'm overseas now and doubt this will have a happy ending
rgreed
1 Message
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July 7th, 2017 18:00
My 9550 also is swelling, the laptop is unusable. I'm 90 days out of warranty on what appears to be a known issue. There is no way to purchase the battery directly from Dell online. The tech I talked to refused to acknowledge that it's a problem even though I directed him to this thread. I was given the same spiel about batteries being consumable. My other XPS is 7 years old and still works the battery has not swelled and damaged the laptop. Unfortunately I have alot of Dell stuff. Starting to wonder if my XPS 13" 9350 is also going to explode. I can't believe they want me to pay to fix a known safety hazard. I also bought the garbage TB15 Thunderbolt dock that has never worked right either. All in all I guess I'm done with Dell. Stonewalling me on two products that were sold as premium devices and neither was up to the job.
jeandelage
1 Message
0
July 9th, 2017 08:00
So. The first time i sent this laptop for the touchpad not working, i didn't know it was a battery issue. The second time it happened (two weeks ago) i knew thanks to this thread it was related to the battery.
Guess what, three weeks ago battery stopped working (red light blinking) and a few days later trackpad too hard to click.
I was lucky enough to have the warranty extended for two years but battery... is still covered only by a 1 year warranty.
So that was my dillemma. Battery not working (no warranty) and touchpad not working (but under warranty). Funny thing as the touchpad was not working because of the battery.
I thought i would try to be smart so i phoned dell (here in canada), saying trackpad is not working. They in the end ask me to send it to their repair center. Honestly i was wondering if they would tell me my touchpad was not working because of the battery. They did not, told me they waited for a part (not saying it was the battery). I have now received the laptop a few days ago, the technician wrote he changed the battery... so now i have a new battery and according to what someone said, battery report says it's LGC the manufacturer. So i wont blame DELL but i find it very sad for people that only took a one year warranty... for a 2000 CAD laptop for me it would have been hard to accept.
7even7
15 Posts
0
July 10th, 2017 04:00
I'm also joining as a member of this club. 9550 still under 2-year warranty, but currently overseas and local service desk says the battery is outside the 1-year warranty so no free replacement. This is after the international service desk telling me it can be replace under warranty free of charge. Anyway still dealing with them, so will update on the outcome.
With so many users reporting issues, how is this not a manufacturing defect? Anyone initiated a class-action yet?
celery2
8 Posts
0
July 10th, 2017 19:00
same problem with 9350
octavioccl
11 Posts
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July 11th, 2017 11:00
I'm really surprised to see so many comments about the same issue and nobody in dell is taking care of it. I had the same problem about a month ago, but fortunately I was in warranty. After wait two weeks for a battery replacement, they decided to send a new laptop, but for my surprise the battery manufacturer of the new one is the same what I had problem at first. The model is
NAME DELL 1P6KD54
MANUFACTURER SMP
CHEMISTRY LiP
DESIGN CAPACITY 83,995 mWh
In my case, I could say they found a solution, but as a customer I'm really worried how dell is handling this. I called dell about my concern about it is the same battery manufacturer but they told me it was a bad batch. After follow the issue in internet I don't think this is a bad batch, more and more people is reporting the same problem, and maybe the same happen to me after 10-15 months, which is the time that takes to battery get swelled. I hope this ends well for those who are waiting for an answer yet. The truth is I was a loyal customer of dell, but after this I think there is not more choice to go with apple.
davemcp
2 Posts
0
July 12th, 2017 13:00
Make it one more on the list. Dell knows this is an issue but refuses to recognize it. If some of htese catch fire they would have to recognize it and do something about it.
My XPS15-9550 started Lifting the touchpad 2 weeks after my warrantee expired. It's like dell knew that it was an issue back then.
Not happy with dell.