How do you think Dell would feel if you bought a computer, and then instead of paying 100% money that was the original price, say you pay 90%. Then every once in a while when they ask you where's the rest of it "Oh don't worry, I am working on it, it will be there in a 6-8 months sorry about that."
You think you wouldn't have your butt sued?
While I think everyone here greatly appreciates the individual efforts of Chris and Erawneila, you can't possibly believe this kind of treatment (from Dell as a company), is fair...?
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i guess i will hold off on buying one for now >< hopefully it'll be fixed soon else I'll go down the clevo route again
like you say - it's fantastic the reps are involved and doing everything they can to help - (credit to them )
that said; AW customers are not asking for the moon on a stick - just a touchpad that works to a reasonable standard ....................the polling rates in this thread are shockingingly bad
I could mention the price of a AW laptop and how this shouldnt be an issue - but really, this shouldnt be an issue on any laptop ...
A shame - otherwise - I'd buy a m17x in a shot - but 99% of the time I'm using the touchpad on my laptop =(
hopefully we will see an ETA mentioned soon :\ -
I hope the touchpad fix isnt a new touchpad and I hope it comes out soon.
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As I am in Australia, the laws here are different. When I recieve mine I will begin my own complaint resolution process that will likely lead to nowhere, although this would allow me to lodge a complaint with the industry ombudsman and give dell australia (and in turn, dell international) a serious kick in the nuts to get a fix out. -
the3vilGenius 3vil knows no fear
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You can return it and get charged 15% restocking fee, which is quite a big number when the computer costs $2300. You can replace it with another unit - but what's the point, it seems all (or most) have the same touchpad. I don't see how YOUR statement makes sense whatsoever. Even in the case that you get all money back, where's MY fee - because the money was gone from my account for few weeks?!
I kept it because it's otherwise a really good laptop - and in it's range the competition is either mediocre (Clevo that looks like junk) or non-existant (Apple that's built great but it's far behind in terms of performance and far ahead in terms of price). And I mostly use the mouse. I use external keyboard as well, but that doesn't mean its OK to build those with faulty keyboards as well. -
Obviously this is something that impacts many users across multiple alienware notebooks. Its just that many times things get reported and they fall to the wayside and it would really suck if this was one of those items.
Is there any way to get an update on where they have isolated the problem to on windows 7? Is it specifically the driver? a combination of driver/hardware on windows 7 and how it handles the touch pad? Have they even begun testing/resolving the issue.
Where some of us (including me) get impatient or I guess passionate about reported issues (over a few months ago) is that we are told that they are reported and then nothing else is ever provided to us on the status. So it appears that it goes into this big dark hole of nothing... I am not looking for a complete technical rundown as I understand that would be kept internally but just a high level what is being reviewed and where you all are at in the process would be nice. -
the3vilGenius 3vil knows no fear
Every product has its positive and negative points. Be glad there working on it. This is the way companies have to work and it is only fair.
I bought a car a few months ago and i almost purchased it with a build-in GPS but then i searched around and found that is was crappy. If i wouldve purchased it i wouldve either had to remove it and loose the money + pay for another one. Do you think if i called the garage and told them the GPS sucks they wouldve refunded the car? -
a touchpad is a standard part of any laptop - it is a no brainer it should be working to a reasonable standard ................you seem to be suggesting customers who want their touchpad to work to a reasonable standard are somehow 'wrong' to expect this to be sorted because they have had their laptop a while /accepted it (21dys + ) ? -
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Just as you did, with your GPS, I guess people can vote with their wallets, with the difference being that instead of not buying the touchpad (which is obviously not an option) they can choose to go to another vendor, and purchase another brand that does not have these issues. -
the3vilGenius 3vil knows no fear
yes but this is not a defect. It is simply a area where theres room for improvement.
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I do web design and graphics and somtimes I cant use a external or the situation would make it a pain.. so I would use a touchpad... its rather difficult to be precise with it polling this low.. it stutters all over. -
Also, is there some type of lawsuit against Dell being cobbled together here that I'm not aware of?
I have every confidence that we'll see a fix for this eventually. Until that point I'll continue to use the mouse I bought specifically for use with my desktop replacement laptop. -
It's similar in a way that you paid for something that was advertised as functional and yet - it is not. Regardless whether is it a touchpad, Scroll Lock LED, Enter key or the LED for the right eye on the Alien head. I am saying - think what would happen the other way around - if *you* (instead of Dell) decide to bend the agreement in a way "I won't pay $2300, but only $2200".
There is no lawsuit that I know of, but I am fairly certain that if the roles of a customer and Dell in this case were swapped, there would be one from Dell.
I agree on your 2nd part. Apparently it's low on the priority list for fixing. Based on the silly problem in this case (low default value for polling rate) and the unfixed problems on other computers e.g. m11x, the existence of such list is, at least, questionable. I do hope I live long enough to see the fixes. -
The argument people keep making that every laptop has its issues, while true, is ridiculous as an excuse or explanation for this issue. Just because others have failures doesn't justify ignoring your own failures, particularly if you want to retain a "boutique" brand reputation.
To continue the car analogy, if you bought a car, from a quality, high-end, "boutique" brand, you would expect and demand quality. You would be understandably and justifiably unhappy if the quality of a particular component of the car was lower than that of the average normal or low-end car at 1/4 of the price.
If Alienware's take on this specific issue is that it is an unimportant concern or acceptable performance, (and why else would they ignore it for this long?) then the only reasonable conclusion is that they are not, in-fact, a quality, high-end "boutique" manufacturer. Just the result of an average manufacturer purchasing an "elite" brand name. -
So, what would you compare a substandard touchpad on a desktop replacement laptop to on a car? The analogy goes splat right there. -
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Thanks a lot! Can't wait to throw away my Razer
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I'm on the side of "it gets here when it gets here." -
I'm not too worried by this. Form now until august, my laptop will be sitting in one position, connected to my gaming mouse. July sounds like a good time
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For everyone else, I hope the fix comes soon enough for you too. -
the3vilGenius 3vil knows no fear
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Yep even a rough timeframe gives credit to the work. Thanks for letting us know.
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Some of us have reported this since day one. I made mention of it since my first r1. compared to all the other issues it was lower on the priority list. However that doesn't mean it shouldn't be taken seriously and resolved.
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I noticed it at first and figured it was something with my settings so i didnt say anything
Hopefully with the fix, it will all be good.
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If I was really cheezed off about it I would have been calling Dell about it and possibly returned the unit or asked for an exchange or something. -
hope the throttling will be fix next after this.
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Mine works great now that I got rid of the synaptics driver. And a new synaptics driver was released the other day, it might be the fix. Im not going to install it, the windows driver works great.
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Windows driver is bearable at best. I use both alienware and the m1730. The touchpad on the m1730 is so so much better
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I was just using my M1730 today and I had forgotten how nicely that touchpad performed. It makes for an entirely different and much more comfortable user experience. -
I think I'm going to end up buying an Envy 14 for travel and Ill use it for day-to-day use until this particular issue is resolved. -
The more the Reps know the more they can do about things. I already have messaged him. However judging by this poll I can see why Dell/AW does not see the scope of things.
Thanks for mentioning
Has anyone here tried the new driver? Any polling tests? I personally will try soon, however this driver came out when the Dell reps have said a fix will come soon so I believe this will not fix our problem yet. I will post any findings. -
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The new drivers didn't fix anything
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the3vilGenius 3vil knows no fear
There not for the polling issue, thats next month.
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So the fix is coming next month?
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And yes, I'd still use the mouse even if the touchpad was perfect. -
i received my m15x last month and had the same choppy touchpad issue, i removed the synaptic drivers and software and now it works a lot better, wouldn't say its 100% perfect but a lot better. My old compaq used synaptic and it had the same issues.
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teh silence is dsiturbing. . .
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It is! I'm beginning to wonder if it is going to be fixed.
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the3vilGenius 3vil knows no fear
Dude they said mid july. isnt that enough?
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Yep - no reason to continue posting this q as I'm sure if the target date changed Brian or on one of the other AW reps would update the thread.
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The squeaky wheel gets the oil and if giving us an ETA alone shuts us up enough, it could also lower the priority of the issue. It shouldn't work that way, but as I know from working with engineering teams myself, it often works that way.
Often continuing to complain, if only just to keep visibility, is the best chance at a timely fix. -
M15x & M17x Touchpad cursor movement & polling rate problems
Discussion in 'Alienware' started by CFrolander, Apr 16, 2010.