M15x & M17x Touchpad cursor movement & polling rate problems

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...?

 

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.

 

The way people are talking makes it sound that the combination of vista/7 and ps/2 makes it extremely hard for a fix, and even though ps/2 alone is not at fault (as can be seen by it working in linux), i wouldn't be surprised if the solution is a replacement module that utilises USB instead. The worst part of this solution would be that dell would likely not allow users to do the replacement themselves, meaning a huge backlog of repairs and having to wait forever to get it fixed.

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.

 

Well if your not sattisfied with the product you get to return it within 21 days or something (depends on the country). So by keeping it you accept it the way you received it... so your statement makes no sense whatsoever. Other companies would only try to fix this for there next release or if the problem is really bad they will eventually but that would also take time, dell does that with current models.

 

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.

 

I understand Chris. This isnt directed at you persay but Dell.

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.

 

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?

 

this anology doesnt work
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 + ) ?

 

No but if you would buy a Ferrari and the chair would only have one position (or whatever) they would definitely get to fixing it asap.

 

I believe there are vehicle recalls that happen all the time, which affects countless models, spanning numerous years, in order to fix a single hardware issue. When you have as many customers affected, as appears in this thread, you would think that it would take a little higher priority with Dell as a whole, and not only the Reps who post here.

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.

 

yes but this is not a defect. It is simply a area where theres room for improvement.

 

In my opinion it is a defect as I challenge you to find a single other laptop that polls even close to this rate..
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.

 

Dude, you're comparing apples and doorknobs. This touchpad problem isn't remotely similar to not paying a bill.

Also, is there some type of lawsuit against Dell being cobbled together here that I'm not aware of?

I never said it was fair. What I do understand is this problem is obviously very low on the priority chain for Dell. We have someone in the company trying to do what he can to help resolve it. My post was a thank you and an attempt to help cancel out the "this isn't fast enough for me! Waaa!" posters.

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.

 

Comparing a high end PC to a luxury car? Give me a break. If Alienware had local dealerships all over the place we'd just bring our computers there for everything.

So, what would you compare a substandard touchpad on a desktop replacement laptop to on a car? The analogy goes splat right there.

 

Guys, a fix is coming, but it has been delayed a bit due to some other issues. I'll let you know when I have a firm ETA, but it is looking like mid to late July right now.

 

Thanks a lot! Can't wait to throw away my Razer

 

Thanks for the update. Do you know if its just driver related?

 

Cool with me.

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

 

Sounds perfect! Thanks for letting us know the fix is on it's way.

Exactly what I'm thinking, man.

For everyone else, I hope the fix comes soon enough for you too.

 

If you throw really hard you can throw it in my yard thx. To the other people that dont understnd me, maybe a better explanation of my original point. Nobody ever wrote anything about returning their laptop in the first 21 days they have it. But then somebody makes a thread about it and suddenly people think its a big big issue that should be resolved instantly or they will return there laptops and that it is not fair. I also have the same problem and told people here before but this is just wrong behavior in my opinion. Anyway hope this is more acceptable explantion for you guys. Now lets be happy with the news and be glad we have the best of the best.

 

I'm just saying when you want to build or maintain a brand name, you stand behind your product. The Alienware/Dell guys that visit this forum do a great job. I'm referring to Dell's corporate attitude. Failing to acknowledge and address a problem this obvious for this long is, to put it mildly, less than ideal.

Thanks. That's all I can ask for, an acknowledgment and an ETA, even if it is a ballpark figure.

 

Yep even a rough timeframe gives credit to the work. Thanks for letting us know.

 

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.

 

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.

 

I noticed the problem from the moment my replacement R1 - > R2 came. But was focused on Linux all the time and there the TP was perfect. After switching back to W7 was really frustrated with it. But bigger problems kept and still keep me away from it. My CF is still not perfect and Dell is supposed to replace the system again...

 

I agree. At the same time it's not that big of a deal to most people and the machine still works great for many people's needs.

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.

 

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.

 

Windows driver is bearable at best. I use both alienware and the m1730. The touchpad on the m1730 is so so much better

 

Bearable at best, the polling rate is still too slow, and I hate tap-to-click, which I don't normally use, and which can't be turned off with the Windows drivers. I really hate it when I accidentally click something or move something because I'm using the Windows drivers.

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.

 

My machine was a replacement, so I don't really have the option of returning it and as even brand new M17x's have the issue, I don't know what they would replace it with to resolve the issue, assuming they even agreed to replace it in the first place.

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.

 

Message the Dell Reps like Chris.. there is two others around as well. I hear one will be more focused on M15x as they have one.

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.

 

Why is an external mouse not an option?

 

Because I use my computer on the couch or on the bed more often than at a desk. An external mouse works on the couch or bed, but not too well. If I planned on sitting at a desk with this every day, I'd have a desktop.

 

The new drivers didn't fix anything

 

There not for the polling issue, thats next month.

 

So the fix is coming next month?

 

presumably yes...

 

I use mine on the couch almost exclusively. Slightly hardened surface (mousepad that came in the box is being used now) for the mouse side on a pillow solves that little issue for me.

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.

 

teh silence is dsiturbing. . .

 

It is! I'm beginning to wonder if it is going to be fixed.

 

Dude they said mid july. isnt that enough?

 

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.

 

Sure, no reason not to give it a rest for now. But if late July arrives with no fix or word, we'll need to redouble our efforts.

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.

 

I am getting the impression that is what is happening regarding other issues yes.. I would agree here but yes untill mid july we should just wait patiently.