Poor Technical Support

I'm extremely frustrated with my Dell Pro 13 Premium PA13250 experience. Purchased new in 2025, it quickly developed frequent random crashes/reboots. Dell support diagnosed a faulty motherboard, replaced it under warranty—but the crashes continued even after a full factory reset on December 24.

I've spent weeks troubleshooting: uploaded full Dell Log Collector diagnostics (minidumps, BIOS export, TPM/power reports), followed every step, yet support keeps blaming an "incorrect OS reinstall" despite logs proving a clean Windows 11 Pro 25H2 install and no hardware faults.

Minidumps show Intel NPU driver crashes (0x1E KMODE_EXCEPTION_NOT_HANDLED), TPM command failures (Event ID 17), and BIOS verification errors (Error 9)—all common post-motherboard replacement issues on Lunar Lake systems.

This laptop is unreliable for daily use and unfit under warranty. I've been patient, but need real escalation—BIOS reflash, TPM fix, or proper resolution.

@DellTechnologies @DellCares — can someone from higher support please reach out? Case details/logs available.

Thank you to the community for any advice.

#DellSupport #WarrantyIssue


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