Aurora R13, multiple issues

Question

Hello, I'm reaching out here, because I have been thoroughly let down by the technical support/customer service teams at Dell. I got my Aurora R13 back in Feb 2022, and immediately upon start up I was met with rear fan failure. I reset it a couple times, and the issue didn't pop up frequently, so I ignored the popups thinking it was just an odd coincidence. Obviously I was wrong to assume that. Fast forward to Sept 2022, and my computer just randomly crashes and refused to turn on properly. It seemed to be powering up halfway almost? But my monitor and keyboard were not getting power and I could not actually get into the PC.  So I contacted Dell, and they tried troubleshooting the issue but I was never actually told what went wrong. They replaced my graphics card twice, my motherboard, and my rear fan. After the last repair, the rear fan issue pop up went away, and my pc seemed to be working fine. Then it crashed again in October, and they ended up doing a factory reset on the PC. It worked fine until January of this year. The same random crash as September happened, with the same issues of the monitor not starting up multiple times, unless I left the PC unplugged for ten minutes each time. Additionally, even after the fix I noticed my PC would kind of hiccup during start up (in terms of powering up my keyboard), but it would still eventually start up.  As expected I contacted Dell again, and they decided that the OS was corrupt, and that replacing my SSD would fix the issue. Which brings us to today, where again after the SSD was installed my PC crashed randomly during use and refused to turn on even after unplugging and replugging the power chord.  Another key thing, I'm not using anything super performance heavy on my pc. It crashes while I'm checking my emails on chrome, or today when it was updating my windows 11 security stuff.  I'm at my wits end. They're telling me now that I have to send the PC in to get checked, and that they will diagnose it and send it back fixed.  This is my primary computer, so I have had to purchase an additional laptop just to do work. I am also tired of wasting my time trying to get them to fix this PC, when nothing seems to have really worked so far. I want them to just replace this unit with a new one. But it isn't company policy to do a systems exchange. However, that feels unfair given the history of how many failed repairs have occurred with this PC.  I'm hoping someone responds here since customer service has really disappointed me.

Vanadiel · Answer

run an ePSA test to rule out hardware issues: ePSA test

rosros · Answer

So you are down to the Ram, CPU or Power supply.  Do a Windows memory test to eliminate the Ram sticks as being the issue.  Now its plug and chug with a cpu and powersupply.  The tech they send out should be able to do this.

Vootorii · Answer

Double check all the connections are seated properly.

DELL-Jesse L · Answer

Update = After completing troubleshooting, a DELL-Cares agent setup a part replacement in process.

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