Escalation request, unresolved hardware/software issues

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I am formally escalating a critical issue regarding my Dell laptop, which remains unresolved despite multiple support interactions. The situation has now significantly impacted my day-to-day work, and I request immediate management intervention. During today’s support session, the assigned technical support representative (Siddhant) corrupted my laptop operating system, and I was again advised to reinstall the OS. This repeated recommendation has neither resolved the root causes of the issues nor addressed my concerns. Please find the relevant details attached for your reference.  Over the last couple of months, I have consistently faced the following problems:

1. Overheating issues
2. Performance degradation
3. Diagnostics failures
4. Hardware malfunction – PCI Subsystem failure
5. Dell SupportAssist software installation errors

Despite spending more than 5–6 hours in multiple sessions with your technical support team (Siddhant, Aniket) these issues remain unresolved. Repeated OS reinstallation requests have only disrupted my work further without delivering any lasting resolution. Additionally, I have observed significant gaps in communication and technical troubleshooting during my interactions. The support provided so far has not been effective, timely, or aligned with customer expectations. At this stage, I urgently seek one of the following resolutions:

• Assignment of a senior technical expert who can address and resolve these issues without further delays, OR
• Immediate replacement of my current Dell laptop, given the repeated failures and ongoing disruption to my work.

I trust Dell values customer satisfaction and service excellence. I therefore request this escalation be prioritized at the management level and resolved at the earliest. Looking forward to your response.

Thanks,

Vijay