Dell does not offer compensation or discount. Dell will of course follow the agreed upon conditions of the purchased warranty. Note, the purchased 1 year warranty expires next month. The purchased warranty gives you access to the GHN (Get Help Now) chat technical support team as seen on right. You should troubleshoot with GHN to run hardware diagnostics, etc.
@DELL-Chris M I ran every diagnostic possible, including reinstalling the operating system. Dell Technical Support is horrible. When I contacted Support, they told me to turn the computer off and on again. This is clearly a more advanced issue or a bad design stemming from the device itself. If Dell does not stand behind their product, then Dell has lost a customer. Thank you for making my future purchase considerations easier. I will never recommend or purchase from Dell again.
Did you do a 'Reset this PC' or did you do a full clean Windows Install using a USB drive? If you only did the first option then try the second option as it is far more thorough. It sounds like most/all your issues could be software related. Also, do not reinstall Support Assist or any other Dell/AW programs until you test the laptop properly. My advice would be to never install Support Assist ever again. Let Windows install the drivers it needs and you can go to the Support page and use your Service Tag to find other specific drivers to install manually.
It looks like you still have warranty until July (if you only had a 1 year plan) so you should keep hassling Support and ask for your ticket to be escalated and hopefully you'll get a better response before the warranty ends.
@mattyb3 Thank you for the advice. After the most recent incident where the system reset by 3 months, I did a full clean install. I am still experiencing issues. Unfortunately, the diagnostics come back clean which makes further troubleshooting very difficult. That is what leads me to believe this is a design issue or the device is a "lemon." I have contacted support multiple times and they will not escalate my case. They repeatedly tell me to run diagnostics or reinstall the OS which I have now done on a couple occasions but I continue to have the same issues.
DELL-Chris M
Community Manager
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56.9K Posts
0
June 22nd, 2025 12:56
Dell does not offer compensation or discount. Dell will of course follow the agreed upon conditions of the purchased warranty. Note, the purchased 1 year warranty expires next month. The purchased warranty gives you access to the GHN (Get Help Now) chat technical support team as seen on right. You should troubleshoot with GHN to run hardware diagnostics, etc.
UserID404
1 Rookie
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3 Posts
0
June 22nd, 2025 13:28
@DELL-Chris M I ran every diagnostic possible, including reinstalling the operating system. Dell Technical Support is horrible. When I contacted Support, they told me to turn the computer off and on again. This is clearly a more advanced issue or a bad design stemming from the device itself. If Dell does not stand behind their product, then Dell has lost a customer. Thank you for making my future purchase considerations easier. I will never recommend or purchase from Dell again.
mattyb3
5 Practitioner
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1.7K Posts
0
June 23rd, 2025 01:46
Did you do a 'Reset this PC' or did you do a full clean Windows Install using a USB drive? If you only did the first option then try the second option as it is far more thorough. It sounds like most/all your issues could be software related. Also, do not reinstall Support Assist or any other Dell/AW programs until you test the laptop properly. My advice would be to never install Support Assist ever again. Let Windows install the drivers it needs and you can go to the Support page and use your Service Tag to find other specific drivers to install manually.
It looks like you still have warranty until July (if you only had a 1 year plan) so you should keep hassling Support and ask for your ticket to be escalated and hopefully you'll get a better response before the warranty ends.
UserID404
1 Rookie
•
3 Posts
0
June 23rd, 2025 19:35
@mattyb3 Thank you for the advice. After the most recent incident where the system reset by 3 months, I did a full clean install. I am still experiencing issues. Unfortunately, the diagnostics come back clean which makes further troubleshooting very difficult. That is what leads me to believe this is a design issue or the device is a "lemon." I have contacted support multiple times and they will not escalate my case. They repeatedly tell me to run diagnostics or reinstall the OS which I have now done on a couple occasions but I continue to have the same issues.