I have just received my brand new Dell XPS 13 9310 2 in 1.
On the first day of operating it has mouse pad issues, it freezes and is ghost clicking.
What should I better do? Return it for a brand new one? Or settle for a technician to fix it?
Please advise.
Not yet. I just received it yesterday and today I was working all day. I am stressed out because these is the first big purchase that I done in a long time.
Well Contact the Dell support, it will take some time due to holiday season.
But they will fix it. I was getting BSD from the day one, I wanted to return it but after replacing everything inside the cover, looks all good now.
I am not sure if it's better to return it and ask for a brand new one, or return it and request a refund. It's just frustrating, these is a brand new laptop. After 8 years I decided to buy a new laptop and I guess I am unlucky. Unless these is a common issue with these specific model. I am stressed out. Hopefully all goes well. Btw I have been waiting for these laptop since Black Friday.
As it's brand new, and sounds like a major fault, I would recommend either a refund or replacement.
Repairs are always refurb parts, unless you are ok with that for your brand new laptop.
If their QC is that bad on a brand new laptop, what do you think about their refurbished parts?
Also, cracking open a brand new laptop may or may not involve the sacrifice of some clips.
its brand new for dell XPS, well for mine anyway, as there is no parts. whole thing is one section.
And no crack open either.
Was a former Dell tech, so gonna need a bit of clarification on that statement?
A motherboard is a part, even if it has everything on it.
A palmrest, a touchpad, is a part.
Anything with a part number is a part.
Also, how did Dell replace your motherboard without opening the laptop?
What I meant was HD/CPU/Memory/network all welded into one.
OP issue could be touchpad or something else.
Yes other bits are different parts, pretty much keyboard/battery and screen.
Unscrew and run a clip through it and pops out. Pretty straight forward. Whole job took like 15 min, perhaps he knows what he doing.
@boomramada: Ok so my point was that refurb parts will be used for repairs.
Still not sure what you are getting at?
Thanks for the info. I really appreciate it. Yes I will return it either for new replacement or refund. Which way you think it's better? Threw Dell ebay or call the Dell support?
Do it through the Dell support helpline. Those guys are generally very very good.
Although they will try to convince you to give the repair option a shot first (as it's cheaper for them), just stand your ground, it's a brand new laptop.
Thanks so much. Appreciate it
All good!
Btw, just curious, does the touchpad feel odd when you click it?
Does it feel spongy or double-clicking or something weird like that?
@KSMLJ: It definitely feels different from my other laptop that I had for 8 years. The most annoying part it's when it starts moving on its own and opening tabs. The only way to make it stop it's by using touch screen to restart. And then after few minutes it does it again.
@Scrooge McDeal: You definitely have an issue with the ghost-touching. Sounds more like a problem with the motherboard. I'd recommend taking a video of it, and emailing it to them when you speak to the Dell helpdesk.
The physical part is something else though. Palmrest/touchpad alignment. Been having that issue since the new series of XPSes were released.
Thought they would have resolved that by now.
Definitely go for a replacement unit.
@KSMLJ: Thanks I will do that. I am using it now and no issue so far. But I guess if it done it 3 times yesterday and once today I don't think it will stop. Next time it does it I will take a video. Great advice. Thank you .
Assuming Win 10 and Win 11 settings are the same, try:
https://tencomputer.com/dell-laptop-touchpad-settings-on-win… to set your to ouchpad Medium sensitivity
or reset to Default.
Thanks for the info. I just checked the settings of the touchpad it's on 5 which right in the middle. But still the mouse freezes and ghost clicking ( moving on its own and opening taps on it's own)
Make sure you have applied all bios and firmware updates as Dell will make you do all that before replacement/repair.
That is true.
You'd think they come factory updated to the latest bios, but nooooo..
from a customer point of view it would be nice, but it’s logistically time consuming for a business to adopt that model. Maybe in the future it may be possible when laptops can be assembled in real time by robots and fully tested before shipping 😆
I done all the updates threw Dell updates. And also updated to windows 11 from windows 10.
If it's new dell have next business day on site warranty yeah ? Be faster going that way then sending it back to dell and waiting for a new one to come
I need to call them to sort it out. The next business day they are open it's Tuesday because of weekend and p.h on Monday. The laptop today didn't had an issues with mousepad. But I think that because it done it several times before, the problem might come back.
Yeah true, that's a shame I'm still rocking a Dell xps13 6th gen and it's been faultless those days they had coil wine issues I don't know if that's still an issue ? I would just wait and use a USB mouse in the mean time and disable the track pad when you call them they're probably going to recommend you try and software trouble shoot then a tech to come out and replace the trackpad it's a simple fix it wouldn't bother me if it happened to me but each to their own
You contacted the support? I had different issue, they had to replace the mb which pretty much include everything. lol