Really Frustrated Customer Service

I purchased my XPS 15 the last black Friday since I heard the good customer service from Dell. The laptop came fast and I really like it. However, everything is fine until yesterday. In the evening, when I started the laptop, the right side of my screen starts flickering (like a really low refresh rate). Since it is only a two-month-old laptop, I reached out to Dell using Apple chat. And I got a really unprofessional technician. 

1. First, I mentioned that I have a screen flickering issue, and he took around 30 min to suggest I tore down the battery and cleaned the vent. When I asked him why he said he is debugging the over-heating issue instead of screen flickering (What!?) 

2. Then, he started debugging my screen issue. After a couple of unsuccessful tries, he asked me to recover the factory setup and follow the youtube video instruction from the Dell support channel. 

When I mentioned that the instruction bring me to BIOS and the interface is different than the video, the technician first said you should not be in the BIOS (which is the first setup of that video). Then, he said ignoring the conversation, please continue following the video. I explained to him again, the interface is totally different (your youtube channel also mentions that this is the old video and we should ask for help from customer service), so I could not find the same function (for example, where is the SATA). Then, he just kept insisting I follow the video again and again! and totally ignore my doubts. When I mentioned that the youtube video also mentions this is the old BIOS interface, he said "maybe you could find the updated video from youtube"? Excuse me! If I need to reach out the customer service and google myself, what is the point to reach out the customer service? At this point, it has been wasted me the full three hours! I have no idea why the Dell technician does not know anything about Dell BIOS and just asked users to watch videos? 

I decided to give up and tried to call Dell by phone. The technician on the phone is much much better and at least I could feel he really trying to help. Currently, the problem seems solved even it has been taken me five hours and reinstall everything on my laptop. So, if you reach out to Dell and feel frustrated, just change to another technician. Dell technician is just like a box of chocolate, you never know what you are going to get.