Dell complaints

[Boiney]

New to the forum. CONSIDERING A CLASS ACTION SUIT: Always had a good relationship and products from Dell until recently. Now I can understand what the bitching is about on the forum. Received a D830 and immediate problem. The darn curser would jump all over the place. They exchanged the unit without fuss. New one arrived this time with Office Small business instead of Basic.

Exactly the same problem. They screwed me around for days. Must have been shunted to 25 different people. Now they informed me today that I am beyond the 21 day period to return, because it is now 26 days from the time original arrived. More B/S ensued, but getting nowhere.

Moderator's note: removed the non-working HTML tags.
Hotrodlincoln
Moderator

[Jax]

Download the latest touchpad drivers for your system. I can't remember whether it is the Alps or the Synaptics driver (check the support.dell.com website).

There is a setting to adjust the sensitivity of the touchpad. You can also disable the touchpad entirely if you use a USB mouse.

This issue is usually due to how people rest their palms on the keyboard when they are typing, and most people don't realize it. But if you adjust the sensitivity it will make a world of difference.

[zero]

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[Boiney]

Thank you for your quick responses. Dell has a problem with this issue, however they continue to ship the faulty notebooks. This problem has now occurred on 2 Latitudes. AND YES; the first thing I did on the original was try to disable the touchpad, but it cannot be done with OFFICE BACIC 2007. I had the replacement shipped with Small Business and disabled touchpad. STILL JUMPED; therefore it wasn't of my doing. Same problem on 2 computers? Something fishy with Dell; ergo my request for return. Since I exceeded their 21 day return policy which they date from time of the ORIGINAL SHIPMENT, NOT THE REPLACEMENT. It also took me 4 days to reach someone about the 2nd problem and a week with the original. In addition; they have another out. If they determine the problem to be a SOFTWARE issue, they informed me that I AM STUCK WITH IT, despite the fact that the programs came from them and I hadn't purchased an extended warranty. It is also strange that the same problem occurred in 2 different Office programs. NOW YOU HAVE THE REST OF THE STORY... HOW DO YOU LIKE THEM APPLES.st for a CLASS ACTION SUIT. They won't take this computer back

[zero]

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[Jax]

I no longer work for Dell, however I worked for the company for nearly 2 1/2 years and during my time at Dell I did see this issue a few times.

First of all, there seems to be some confusion about what is really going on here. Microsoft Office is a suite of programs that are for productivity... like Microsoft Word, Excel, Outlook, etc. Microsoft Windows is the operating system, or what makes the computer work. Microsoft Office has nothing to do with whether you can disable your touchpad or not. Neither does Microsoft Windows for that matter. The touchpad is completely controlled by the "Touchpad Driver", which will put something that either looks like a little red circular icon in your task bar (the place by the clock) that when you hold your mouse over it says Synaptics, or will have what looks like a little touchpad that will say Alps when you move your mouse over it. When you click on either of this you will get a menu and one of the options will be a properties section that will open a larger menu, and in one of these tabs will be the option to disable the touchpad or to lower or increase sensitivity.

If you cannot find this option, call Dell Technical Support and demand that they do a Dell Connect Session to your machine to help you adjust this setting and show you how to make those changes. If after this change has occurred, you are still having problems, then you can request that Dell send a technician out to your home to replace the "palm rest" assembly, which houses the touchpad. Also be sure that if they do this that they replace the touchpad cable and the keyboard if you have a model which has the "touch stick" cursor in the center of the keyboard (the eraser looking thing on some models).

If all else fails, and you are still having issues with Dell's Technical Support, please e-mail Jodi_Miller@dell.com. He is an Area Manager over the Gold Technical Support Department, and if you complain enough then he will make sure things get resolved.

[diashto]

to put it bluntly.. if you've properly disabled the touchpad, there's no way that the cursor could jump around. The eraser-button type mouse doesnt have the capability of making the cursor jump, that's the touchpad only.

Try this: Fold two pieces of paper in half, and tape them in place over the palmrest, covering the touchpad. See if you have the same problem with the cursor jumping around.

[Boiney]

I AM NOT A NOVICE COMPUTER USER. I HAVE DISABLED THE TOUCHPAD & THE PROBLEM PERSISTS.

i have spoken to Dell techies and they think it is a HARDWARE ISSUE. yet the higher echelon refuses the return. Please read my earlier postings for the entire story.

I am now STUCK with a NEW $2,500.00 non functioning D830 Latitude notebook.

That's why I am pressing for a class action suit against Dell. There must be others out there with the same problem and Dell has put their heads in the sand and only takes action when the user is a large corporation.

That's it for today....[/b]

[Boiney]

Hey Guys,

THE TOUCHPAD IS DISABLED; GET IT? I USE A MOUSE....

I appreciate your input, but you still don't UNDERSTAND. Whoever has typed on the 2 laptops has experienced the same problem.

Hand does NOT have to be resting on keyboard. Merely raising hands in the air and touching keys sets the curser in motion. Yes; I originally thought as you did; that it was me; but it isn't.

Now any good suggestions you may offer would be greatfully appreciated.

Boiney

[OSRI]

I'm guessing you didn't purchase this notebook initially because you didn't want it.

[zero]

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[ftjlush]

Try booting into safe mode.. do you have the same issue? Next.. boot to the dell 32-bit diags (turn computer off, turn on,.. tap f12 at dell logo, highlight boot to utility partition, click custom test, choose the device to test)..and run the mouse and keyboard tests to see if they function properly out of windows. If you have problems in safe mode or in the diags.. that points to hardware.. if not.. it's a software issue.

[Boiney]

OK Guys! I'm bitching because this is a NEW D830 received on 10/10/07. This is a REPLACEMENT and the original received 9/19/07 had the exact problem. All users also have same problem. Dell is shipping this model with a FAULT. I cannot be the only person that recently purchased a D830 Latitude.
Dell has refused to take this errant noteback because they said I exceeded my 21 day return from day ORIGINAL shipped. They dragged their feet with this issue; consuming time. Received a message from Dell corporate office that I now exceeded their 30 DAY POLICY. I set the replacement up on 10/11, noted the problem again and called for return.
By my count; that's 29 days and they still refuse claiming the 21 day period. They now have the corporate 31 day message and still say NO.
The darn thing is packed in my garage; therefore I appreciate the advice, but I am worn down from this issue.
THAT'S WHY I AM BITCHING.

BOINEY

[Jax]

[OSRI]

Looks like this guy has the same problem, maybe you could try contacting him?

http://www.neowin.net/forum/index.php?showtopic=592047&pid=588899037&st=0&#entry588899037