Title: Formal Complaint — Warranty Denied Without Hardware Inspection or Technical Evidence

I am requesting assistance from Dell Customer Relations or a warranty resolution manager outside the technical support team that has repeatedly denied my claim.

I purchased a Dell Pro 14 Plus directly from Dell Outlet in April 2026. Less than seven months later, both Thunderbolt ports developed severe connection instability. The slightest movement of an attached cable causes connected devices to disconnect.

The problem occurs at both my home and office setups.

I contacted Dell while the laptop was still under warranty. Within minutes of describing the symptoms, the support representative declared the issue "wear and tear" and denied warranty coverage.

This conclusion was reached before the representative had even received photographs of the ports.

Since then, I have provided four photographs, a video demonstrating the failure, and a detailed written explanation. The case has reportedly been reviewed by supervisors and a higher-level warranty team.

Yet Dell has repeatedly upheld the denial without identifying any specific physical damage, providing diagnostic findings, or explaining how it distinguished ordinary wear from a manufacturing or component defect.

No physical inspection has been documented.

I work professionally in enterprise IT, and my employer has used Lenovo laptops extensively for years. We have encountered similar hardware failures, including connector issues, and Lenovo has consistently addressed qualifying failures under warranty in my experience.

I am also involved in two growing technology startups, Mopaxx and PiTech Consultants. I purchased this Dell laptop using my personal credit cards and had been considering Dell for future hardware purchases as our businesses expand.

This experience is seriously undermining my confidence in Dell as a potential long-term supplier.

I am not asking for accidental damage to be covered. I am asking Dell to investigate a hardware failure properly before declaring it excluded from warranty coverage.

I am requesting:

An independent review of the warranty denial by Customer Relations or warranty management.
An actual hardware evaluation or a documented technical explanation identifying the alleged wear-related damage.
Warranty repair or replacement if a covered defect is established.

The photographs, demonstration video, complete support transcript, and denial correspondence are available to Dell through a private channel.

I would appreciate direct contact from someone authorized to meaningfully review and resolve this issue, rather than another repetition of the existing technical support determination.

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