M15x & M17x Touchpad cursor movement & polling rate problems

Return it I kept mine waiting for a fix now after months of waiting I still have a piece of crap. It may never get fixed, they are nothing but time wasters and bull ers this has been going on since the first one was tested and they shipped it anyway knowing it was junk.

 

at least u dont have to deal with throttling and bad battery performance

 

Enough is enough this is M17x R1 DPC Latency thread take 2.If you want this to proceed hit all the relevant sites & point them to this thread.I for one am now done with this & will be going out my way to report this to the internet.Dell/Alienware this is rubbish Were done with excuses get it fixed please.

 

If returning it was an option for me, I would. I've been trying to get them to recognize and fix this issue since a time (6+ months ago) when I could have returned it, no questions asked. Now that time has long since come and gone. Maybe we should all start calling and telling them that they either need to provide us with a real timetable for a solution or we demand to return the laptops even if they are outside of the return policy. I'm going to be up and driving to the airport in a couple of hours. I think I'll use my hour and a half in the car to call Alienware and start working my way up the supervisor/management chain again...

I think we need to get them to recognize the problem outside this board if we want the issue taken seriously. From Dell's perspective, I'm sure even a few dozen complaints from an "enthusiast" board, even when relayed by a Dell rep. or two, would likely hold less relevance than a single case that's been escalated 2 or 3 levels above basic tech support. My problem generally is that at some point I run into someone in tech support or a tech support super who seems very friendly and helpful, and insists they will look into it and get back to me or escalate it and get back to me, or discuss with engineering and get back to me, etc, and then nothing. Then I call back in to check the status and I'm told there's no record of my previous call and inquiry.

Has anyone other than me tried the tech support route and demanded to talk to a super when they're told Dell has no record of the issue?

I don't think the threat of lawsuits well get us anywhere, but I do think companies still (incorrectly) take calls more seriously than message boards. Unfortunately, Alienware's tech support is IMO sub-par even when compared to Dell's.

XPS Chat Support used to do an excellent job of competently escalating and handling issues, but when I got "upgraded" from a Dell XPS to an Alienware laptop, I lost chat support and I'm stuck with a 24-hour support line with a bunch of inept support techs who tell me things like my graphics card isn't working because the "VPN is improperly configured." Yes, that was a real call, when the issue was with a hardware hardware failure and the technician was trying to dazzle me with random three letter acronyms, which unfortunately I knew the definition of and he did not.

 

Just curious and maybe a bit synical, but owing to the fact tech support aren't aware of the problems how do we know the people posting are really dell techs? Please correct me if I'm wrong.

 

is it maybe a good time to let know engadget and other websites about that?
It helped with DPC latency case

 

I agree... it doesnt have a touchpad that works, they can make a big deal out this, seeing as it is supposed to be a highend laptop

 

I'd just assume the touchpad issue won't get resolved any time soon.

Still, it's a terrific laptop as a desktop replacement. I rarely use the touchpad so I don't really consider this a serious issue. But that's just me. Even if it worked perfectly I'd still use a mouse 99% of the time as I've always done with laptops.

 

I can comfirm that each of the AW folks posting here (erawneila, caes1004, Chris-M, etc.) are legit.

 

Just submitted a "tip" to engadget so I hope to see something on there soon. It would help if more people tipped engadget I'm sure. Post here if you do decide to tip!

 

What is the tip you submitted to Engadget?

 

Im guessing its about the poll rating and how this could even happen in such a highend laptop.

I believe there is a tip us link on there page.

I second his suggestion.

 

sounds like a plan

 

Indeed it does...
I already submitted mine, and with a few more users they will likey do something

 

Sorry guys, the tip I submitted explained the issue and the lack of a solid answer and even recognition by the tech support crew. I just basically explained all of the things that people have said on here and told them that if they recognized it it would seriously help our cause.

 

Should throw in info about the throttling and u got a good story

 

yeah3..agree..with throttling you got all the evidence you need..just put in..is a strong proof..

 

Some of you guys really do make it hard for me to continue to put in the effort to try to help you out...

I have the BIOS in hand and have tested it. Are you going to get sustained rates of 100+? No. Are you going to get a significant improvement? Yes. From what I've seen of other laptops around me (Inspiron and Latitude), the rate is comparable...

ETA remains as in my previous post.

 

thank you for the update very much!

I anticipate the release of this bios ALOT!!!!

 

We don't mean to make this hard on you. But tell me honestly, if none of us cared or made a point to pressure DELL engineering, would the problem ever be fixed? Some of us here get frustrated from time to time and say things that are uncalled for, but putting pressure on a major company (not you!) to fix a rudimentary problem with a top of the line laptop is not entirely uncalled for.

Now, with that I thank you VERY much and I am so happy that someone is helping us out with this problem. Thank you for the estimated arrival time of the BIOS and thank you for the update. Glad to see progress is being made

EDIT: I have been chosen to test the beta BIOS that is supposed to fix/improve the polling rate of the touchpad. It is also supposed to solve the throttling problem with the 260m's, but I have the 5850 so I will not be able to comment on that part. I should be receiving the .iso later today and I will keep everyone posted. Do not ask me to send you the .iso because I am not permitted to distribute it, and I will not give out the name of the person that provided me with it. Please don't bug the reps on here for it either. Thanks a bunch guys and I will keep you posted.

 

Unintentional - and apologies if it comes across as us (or me ) giving you a hard time -

Fact of the matter is we have all paid dell a hell of a lot of cash for a top end product - which is not performing as one would expect - as you are the only person really acknowledging the issue /trying to keep us up to date , you are also (unfourtunatly ) getting the brunt of most people's frustrations ; and the difficult questions (ETA's / how this got through QA etc are being asked... ) (which , whilst unfair, is understandable) ........

I think everyone here appreciates the efforts you and your team are going to , to fix this - and exactly where we would be if it were not for you going above and beyond the call of duty in trying to get this sorted for us(nowhere!)

Anyhow , my point - your efforts are VERY much appreciated here despite the obvious frustration with the situation..

 

Thanks - we definitely understand your frustration and agree, which is exactly why we are here to help you. So, please do your best to offer constructive feedback to my colleagues and I. This will help us get the issues resolved quicker. Yelling at us does no good. We can do so much more with specific steps to duplicate failures, screenshots, videos, etc...

Resources are never infinite and issue prioritization takes place on a variety of levels. The NB Forums are an important part of that, but they certainly aren't the only thing that is considered. Bottom line, more detail helps us help you...

Thanks.

 

Thanks for the updates. I am looking forward to the release.

 

Although I do appreciate the additional effort you have put into fixing this laptop, you make it seem like you [Dell] are doing us a favor by fixing something that Dell should ideally be OBLIGATED to fix. These issues span across the entire M15x body, sans ATI powered laptops. It is a major problem. Keep in mind that these have been documented issues on these forums for 10 months with acknowledgement from another Dell/AW guy. Ten. And then poof. That guy disappeared. No traces of a fix. That is absolutely ridiculous when problems like this should have been detected before it was released. It just shouldn't take this long for a huge company to fix an upper-class laptop. I hope you can see the frustration in this.

 

I'm second this. And the fact that they keep deny-ing the problems is unacceptable.

 

I was going to be quiet here, but this is something that irks me too. Years ago, I bought what was the TOP of the line Toshiba satellite (1955). Detachable keyboard, big 2.5GHz PIV, 17" screen, etc. I leased it, it was a 3900 dollar notebook. My only problem was the touchpad. It was awful, and they never released a driver for it, defaulting instead to the windows one. I made a HUGE fuss. It was an early 17" screen, and no matter what, you could not cover the screen without 4X wipes across it. Well, despite all my complaining and fretting, they neither allowed a return or offered a driver, or any remedy.

I danced on it's grave when my 3 year lease was up. I still dance on Toshiba's grave in my dreams, I will *never* deal with them again, and as an influential IT worker, I will make sure everyone that I can ever influence will hear the story.

Now, having owned two dell XPS notebooks, 4X Dell servers, and just selling my M6400, I am pleased generally with how Dell keeps up with drivers and allows OEM manufacturer drivers. However, between a proprietary-smelling video driver and a gimped touchpad, I am starting to feel a new Toshiba-like-torrent build in me. Some of us paid $4k+ for these. Don't make us band together and and do this to you Dell. Do_the_right_thing. And you're not doing us a favor, we're not using these to get to the moon. We're power users that paid to game and operate these in a certain but very defined way.

 

What do you mean some of you guys really do make it hard for you to continue to put in an effort to try to fix the piece of crap that I bought from your company a company that pays your salary to do your job that I paid almost $6000. for this worthless touch pad and I need to kiss up to you to get it fixed. Why don't you forward your response to your management and see how long it takes for some retraining in dealing with your customers the ones that pay the money to keep your company in business
and pays your salary. Your attitude goes right along with the attitude of a company that would knowingly ship a product that is defective.

 

Hey guys, you are being counterproductive. I'm not saying I don't want this fixed as much as the next guy but come on. This isn't the way to do it. Please, the fix is in beta testing and it helps the problem. Don't burn the only bridge we have.

 

Why is that the only bridge we have why do we have to tip toe around to get a defective product fixed. Who is the customer, who has to satisfy who. If I ran my business like that or talked to and treated my customers like that I would hope I was replaced. This you better behave if you want the defective product fixed is bull.

 

What he was trying to say, Brian does not need to work with us on this site, I am pretty sure it's not in his job description. Giving good feedback on this problem is what is needed, not frustration aimed at the only Dell employee that listens to what all of us have to say. Random shout outs about "the fix" only helps if the problem is not being dealt with, this one seems to be on it's way. As far as "defective", the touch pad works, not to the people on this sites liking, but it works. Most of Alienware's customers probably don't even notice, we just have higher standards because we frequent this site, and we are in the know.

 

Well put. Thank you.

 

Spoilt much?

While people have a valid point that the services we are getting should not - under any circumstances - be a favor, it does not hurt to be civil.

Also, I strongly believe in placing blame and accountability where it should be. In this case, not Brian.

In fact, in my eyes Brian is a freaking hero and should have statues erected in his name.

What he is doing here, on these forums, is actually pretty risky - he is actively looking around for more work the engineering team to fix products that, as far as management is concerned shipped without any problems.

Any company I have ever worked for, doing so would get me fired so fast my head would spin.

I think the real blame for all this would have to be engineering/management, which is where I place some of my rage every now and then when it gets out.

I am a DIY engineer, and sometimes when a "professional" engineer says "no, we cant see that problem" to me, its indicative of someone who is either incapable of doing their job, or doesnt want to do their job.

If I ran a company with people like that, I would get rid of them immediately. It just doesnt make sense.

Conversely, If I ran that same company and Brian worked for me, doing what he is doing - I would get rid of him as well. As it doesnt make sense.

But Brian took those risks upon himself and is pushing management to do the fixes we report. Even something 'miniscule' as a trackpad - which under any other manufacturer would get completely ignored.

Guaranteed.

Dont rage at Brian. As he said, this is all in his spare time and I am sure he has other duties with work.
If you need to rage at anyone, rage at quality control or management. Call Dell directly and give them what for.


The smart, sensible people here appreciate what you are doing Brian, and while you are going above and beyond the call, I believe that it should be standard fare for all manufacturers.

Personally, I hope one day Brain gets the job of these managers that let things slip through. I am pretty confident if he was in charge we would have no issues at all.

Again, thanks for your efforts Brian, and please ignore the spoilt brat masses.

-Ash

 

^^ well put!

also just wanted to say thanks for all the feedback and effort Brian, really looking forward to the bios/driver release

 

+1. That's really all I can say.

 

The drivers for the Envy work on the M17x and you can enable multi touch and momentum which has made my touchpad work a lot better.

Synaptics TouchPad Driver HP ENVY 17-1023tx Notebook PC - HP Customer Care (United States - English)

 

really i wonder if the envy 15" touch pad drivers would work for the M15X?

 

You can just use the one above as it is just a synaptics touchpad driver.

 

ok cool will try that awesome find +rep

 

Uninstall your old ones first

 

did it work? If so, did features like multitouch work? This could be huge...

 

It will work with the same crappy polling rate guys. Don't kid yourselves, we need that BIOS and we all should be thankful go Brian for helping us out with this and other issues instead of shooting the messenger.

 

You ca actually get multi touch from the stock dell drivers by deleting the visibility parameters in regedit.

 

Link to post on how to enable multi touch.
http://forum.notebookreview.com/ali...le-multi-touch-stock-drivers.html#post6553088

 

Nevermind

 

Happier than the 20 right now, but not ecstatic. Why?

 

If you enable Momentum with Glide it helps out a lot.

 

As a professional, Brian should not have taken any of these comments personally. He should understand that all complaints are generally directed towards Dell as a company. He just happens to be the messenger. Of course we don't want to shoot the messenger, but after 10 months it just appears to be the only line of communication, so he will get the brunt of these complaints. Be professional and don't take them personally.

I don't actually know what his job description is, but the first thing on that list should be customer satisfaction, as that is something all companies should be striving towards directly/indirectly at every level of a company tree. It could very well be to address customer complaints. Sometimes you have to play hardball to get results. And it appears to have been the only method that has worked in this situation. Something may be in beta testing, but the people as a whole still do not have results. Until an acceptable solution is out, why stop pushing for it? 10 months of playing nice hasn't worked.

Again, the work he's done is obviously appreciated.

 

It's sooooooo smoooth!!!!! (in comparison). I'm running the BETA BIOS and it's giving about three times the refresh rate of the old one. Attached is a pic to prove it. This is DEFINITELY an improvement. Is it perfect? No. Does it need to be better? Yes. Is it a step in the right direction? Without doubt. I can't even express how much better it is to use.

 

So when do us lowly mortals get to play? Lol

 

waaa! zwick! so jealous!!!!!