Problem with refurbished g5 5500 unit

hi i just received my g5 5500 refurbished laptop unit from dell certified refurbished yesterday with i7-10750H cpu, 16gb ram and rtx 2060 6gb vram. On 64x windows 10 home edition.

After receiving the unit and running all of the windows updates and dell updates, I ran diablo 2 resurrected on my pc and within minute of launching the initial menu it crashed saying it failed to initialize - then terminated the application and from there got bsod in about a minute with stop code: VIDEO_DXGKRNL_FATAL_ERROR.

Following the incident I contacted Dell technical support and after 3 agents helping me throughout the day I installed windows 10 with the dell image creating tool as instructed by the agent and had one agent remote session in to my machine to oversee and approve ALL of the drivers and windows update from the clean windows install. After the install I asked agent to test run diablo 2 resurrected and to my surprise I was able to actually enter the game without crashing - so i turned off the game and thanked the agent thinking it was resolved.

However after the remote session ended and as I relaunched the game, same thing happens with bsod video fatal error again. I'm pretty much at loss of what I need to do at this point and think this is a faulty graphics card which came in the refurbished unit. After the bsod and rebooting, pc does not recognize the rtx 2060 anymore until I shutdown, press power button for 30 seconds and reboot which then reappears in device manager and nvidia control center. Running the benchmark like unigine also reports failure shortly into the benchmark noting that it fails to initialize dx11... 

I am at work during the week so it's really difficult to work on this with dell technical support agent but can anyone confirm my suspicion that this is a hardware issue? It's hard to believe that out of the box machine could have such fatal errors on running what should be more than sufficient process and tasks for the given specs.

Also would like some advice on either getting it replaced, repaired, or troubleshoot the driver mix and match further to be able to actually run these games. Or should I refund the machine altogether? I am looking to acquire performance laptop and need to make a decision soon on how to proceed ahead of my 30 day refund window and black friday sales!

Much appreciate any feedbacks.

 

-Mark