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XPS 15 9500 - Touchpad wobble still an issue
Hi - a word of warning,
Late July, I received my new XPS 15 9500. Having heard of the wobbly trackpad issue, it was the first thing I checked. Sure enough, it's got a wobbly trackpad, even for a late July laptop, even though Dell swore that all laptops past June 1st would have the hardware fix.
Well, I contacted Dell Support right away (Having ProSupport+). The issue was acknowledged, and spare parts ordered. Scheduled for next-day (August 6th). When I called on Aug 6th, I was told that the part was delayed. Until August 24th.
Yesterday, I contacted Dell just for good measures to confirm August 24th. The ETA was updated (without giving me an update - not even on the ticket) to August 31st.
A couple of things to take away from this:
- The XPS 15 9500 is still affected by wobbly trackpads
- The spare part (palm rest) is in back order, probably confirming the fact above
- Dell isn't good at updating their customer
- Dell is in no hurry to get the issue fixed
All in all, quite a sorry ownership experience for a "premium", "professional" laptop.
- @AdrianG001 That's not true. This system was shipped July 24th, and it is indeed affected by the touchpad wobble.
AdrianG001
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Posted August 20th, 2020 02:00
Dell is aware that some XPS 15 9500 customers might be experiencing an issue with their touchpad. We have identified and resolved this issue on all systems shipping in June 2020 and beyond. While functionality is not affected, it does not meet the stringent quality and experience standards we set for ourselves. Any current XPS 15 9500 customers experiencing this issue can contact Dell customer support to have it remediated.
MNFuturist
3 Posts
10772
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Posted August 22nd, 2020 09:00
It's definitely still an issue! After waiting two weeks, I just received my XPS 15 9500 today (Aug 22). It looked like it was used. The screen had a lot of dust on it and it just looked like a unit that was returned and refurbished. It also had a terrible wobble on the trackpad. The "Intel i7" sticker was even crooked! The sticker is not a big deal obviously but it speaks to the lack of quality control. I contacted Dell and now will probably be in for the long wait for them to respond and replace my laptop. This is so frustrating and disappointing for a premium laptop.
MNFuturist
3 Posts
10771
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Posted August 22nd, 2020 09:00
I just received my 9500 today and the trackpad has a bad wobble. The whole laptop looks likes it was refurbished. I sent a support request email since the call support isn't open on weekends (!?! businesses still need support on weekends!)
Is there any other way to contact care to get this laptop replaced? This is so frustrating and disappointing.
I just received a replacement laptop today. Guess what? It has the same issue, although only in the lower left corner instead of both lower corners.
Quick unboxing video:
Received the following from Dell Tech Support, basically saying that "Well, this laptop is a gamble":
"Hello, Dell is aware that some XPS 15 9500 might be experiencing an issue with their touchpad.
The issue has been taken care of, but some amount of clicking noise in inherent with this larger touchpad design.
Even if we replace it again there might be little clicking noise or wobbling present on the replacement as well."
9/21, just got my xps 15, and yes the trackpad has the same problem as you. i called the cs, they said it will be fix in 3 days, and after they created the ticket for it. then i received an email part delayed. i dont think i can wait for it. it was good because i got 17% OFF, but look like i will need to return this laptop for sure.
DELL-Cares
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Posted August 19th, 2020 23:00
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.
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