Dear Dell Community and Dell Support Team,

I am posting here in the hope that a Dell representative can assist with escalating and resolving an ongoing issue with my refurbished Dell Inspiron 16 7610 purchased 3 years/6 months/27 days ago on June 1, 2022 for around $2,000 AUD.

The laptop has suffered from a persistent major fault since early in its use: it rarely boots up successfully, and even when connected to an external monitor (as required for any display output), it must be powered on and off numerous times before it registers and boots. This renders the device essentially unusable for its intended purpose and has caused significant inconvenience, wasted time, and financial loss.

In the past, I attempted to have this issue addressed under the standard warranty, but found the process excessively difficult and ultimately gave up. Later, I purchased an extended warranty in an attempt to resolve the problem, but again encountered the same barriers and abandoned the claim due to the hurdles involved.
Recently, I contacted Dell support by phone to revisit the matter. I was initially promised a transfer to the escalation team, but was instead connected to another representative who stated they could not escalate. Eventually, after further insistence, I was transferred to a supervisor, who also refused escalation and denied any further assistance.
I have since become aware of my rights under the ACL (Australian Consumer Law) consumer guarantees, which cannot be excluded or limited by manufacturer warranties. This ongoing boot failure clearly constitutes a major failure, not to mention the mouse pad is also defective – the product is not of acceptable quality, not durable as reasonably expected for a premium-priced laptop, and not fit for its common purpose. Under ACL, for a major failure, I am entitled to choose my remedy, and I am now seeking a full refund of the original purchase price.
I have attached photos of the laptop as evidence of the device in question.
 
I kindly request that a Dell representative (preferably from the Australian escalations or resolutions team) review this case urgently and contact me to arrange the full refund. My preferred contact is via private message on this forum or email (which I can provide privately).

Thank you for your attention and assistance in resolving this matter promptly.
Regards, 

Tom999888