Issue with Dell Tech Support

Over the past 6 months I have been running into a reoccurring theme with Dell Support, which I do not think they really want to help resolve your issue.

Here is why I believe this.

Case 1: I had a brand-new laptop that was not even 3 months old, and it was running extremely slow. I was requested I run the diagnostics programs and reimage the system multiple times.

  The diagnostics program reported no issues, so they asked me to upload the log files for their engineering team.

After reviewing the log files, they informed me that the issue was being caused by the custom image I was using. I informed them that I was not using a custom image, I was using the Windows installation media directly from Microsoft.

So, I reimagined the system with the Recover software. Issue was still present after reimaging.

They finally replaced the motherboard. Unfortunately, the issue reappeared with the new system. It turned out that it was the Bios update that was causing the issue. Luckily, this system allowed Bios downgrades. I was able to locate a version that did not cause the issue.

Also, with regards to the custom image. What happened was that my M365 E5 license was upgrading my pro licenses to enterprise.

Case 2: I am now dealing with a different laptop that is repeatedly reporting a WHEA Logger error, which causes the system to completely lock up.

After having to run the ePSA diagnostic program twice. Both times reporting no issues. I was informed by support that I would need to reinstall Win 11 Home on the system and that would resolve the issue.

It did not. They are now asking me to run ePSA diagnostic program for a third time.

Unfortunately, unlike my previous issue this system will not allow me to downgrade the Bios to see if that is the issue.

I know I am going on and on, but I remember when I started purchasing Dells and had an issue, Support was more receptive to getting the issue resolved.