New Dell XPS 17 (L702x) - Defective keyboard - advice required

I've just taken delivery (Monday) of a new Dell XPS 17 laptop from Dell. Unfortunately, the keyboard is creaking (it was fairly slight but seems to be getting worse). This is on the left of the keyboard particularly by the touchpad. It seems that this is a result of the top plate not being fixed properly to the laptop and the slight play is causing the noise. The right part of the keyboard is fixed properly and there is no creaking.

If I had bought this at a local shop/store or at Amazon, I would have asked for a replacement (I am in the UK where I understand the laws protecting the consumer are different and also stricter as compared to the US). With Dell, though, I don't know what to do. I would really value your advice. BTW, I do have the 3 year onsite warranty.

Should I:

1) Forget about it?

2) Ask for a replacement?

3) Request a repair (or at least a visit from a Dell technician)?

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Sorry for any mistakes with this post, but this is my first time on this forum.

 

Hi mate,

Is it a backlit or standard L702x keyboard?

I have a spare (non-backlit) L702x which is brand new, that you can have for nothing if you pay the postage. Might be cheaper/easier than getting Dell to come out.

Let me know if you are interested.

Thanks
Le

 

If you suspect a factory defect you should contact dell immediately, tell them what's wrong, and ask them what you can do to fix it.

In the US they would either offer you to send the laptop back for fix/replacement/refund, or send out a technician to fix/replace faulty parts. Shouldn't be too different in the UK.

 

barlow00,

Many thanks for that very kind offer. I actually do have the backlit keyboard. Besides, I think I'll contact Dell first.

Neubeehunhun,

I'll take your sage advice and contact Dell. It's not, at least at the moment, a huge issue. However, I ordered a perfect laptop and that's what I should have received. I certainly wouldn't want to put up with this creaking for very long (it keeps getting worse). In any event, muchas gracias for your help.

A cursory look at Dell's UK site suggests that I have 7 working days (I assume that means not Saturday or Sunday) to return the laptop. That's unless my laptop has a fault which it does. Thing is, I really want an exchange (new for new) and not a return. When I know what 's going on, I'll let you know. It'll be interesting to see how Dell deals with such problems these days.

 

option 2/3. If you bought from the dell outlet you get next business day support. If you say you're going to send it back they'll get it fixed asap. Barlow00: nice gesture

I had my screen swapped out next day when around 3-4 days old

 

"Barlow00: nice gesture"

You're right - he's a class act. Now that's a person I'd be happy doing business with.

"I had my screen swapped out next day when around 3-4 days old"

I was thinking of just asking for a repair on the basis that another laptop could well just have different problems. On the other hand, I'm really not happy about repairs being performed on a new machine. I'm going to ask for an exchange - the exact same model brand new for the defective laptop. Otherwise, I'll ask to send it back. I'll still order another XPS 17. Aside from this problem, I'm very impressed by it, especially compared to the equivalent Inspiron. I also like Dell's warranty with the international options. I might prefer this or that laptop in minor ways but their warranties give me a headache. Heck, even trying to find the warranties gives me a headache. It's like some big trade secret.

One other thing: as a touch typist, I'm finding the chiclet keyboard rather difficult. I am getting there but it's going to be a good few weeks until I'm up to speed. The backlighting, however, is marvellous.

 

Full Refund, and re-order. because replacement is 'other proccess', that may a 'not new', repair also.

 

I think getting it replaced is overkill but each to their own. Let us know how you get on. You'll soon get used to the keyboard, sure it's different but you'll adjust in no time.

 

contact xps support in the UK
they will send out an engineer to you, who will just replace the palmrest

 

My new problem

This morning I started getting this message:

"The AC Power Adapter type cannot be determined. This will prevent optimal system performance."

I put the mains plug in a different socket and the problem seems to have gone away...for now.

A possible answer:

http://forum.notebookreview.com/del...-will-prevent-optimal-system-performance.html

This laptop is going back!

 

Re a repair: I'm concerned about replacing one problem with another. That's exactly what happened to Razor2 who had a similar issue:

http://forum.notebookreview.com/del...02x-touchpad-buttons-problem.html#post7901140

 

This can happen because the power connector is not pushed all the way into the chassis. There's no snap-detent-click-catch to hold its smooth sides in the socket, so when you move the laptop around on a desk or table, friction can cause it to pull out a bit, and it doesn't take much to cause this error.

Is the creaking from an actual key(s) on the keyboard, or does it seem like the entire keyboard assembly is flexing and causing it? It seems like the latter is the more likely cause, if so you might want to pop off the palm rest and see if slightly repositioning the keyboard seats it properly and eliminates the noise.