Have you tried using Support Chat instead of phone? I cannot talk to them on the phone. I cannot understand them and sometimes they cannot understand me. I have to repeat myself over and over I say something they hear a completely different thing. So it is easier to just use the chat. I am sure you have ran diagnostics from F12 Menu on startup? Try running online diagnostics and doing something intensive at the same time see if online diagnostics picks up anything.
What are the PC specs: CPU? Is boot drive an SSD or HDD, and what brand/model is that drive(s)? What size is the drive(s), and how much free space? How much RAM? What video card, or only onboard Intel UHD Graphics? How much "junk" is running in the background? Version of BIOS? Etc.
The more you tell us about your system, the more likely somebody can help you fix the problem...
Thanks, but I HAVE gone through the chat. I am on the 5th or 6th support incident since January. Their remote access has not resolved the issues, nor has a complete reinstall of Windows 10. I have used Dell Support Assist weekly, as well as troubleshooting "slow performance".
Deanna -- Did this get resolved? I too have worked with DELL a long time and over 25 years. Too many times, the support team recommends drastic upgrades and re-installs to solve what could be just a hardware issue. Have you tried finding a local IT person to 'help'. The sooner it is diagnosed, the sooner that DELL can help with parts. (unless it is a software issue).
Thanks, Mawby. I finally got Dell to ship the CPU back for depot service. It's due to be returned tomorrow so we'll see what happens. I have not had any word as to what they did. I'm near Sacramento, so you may not be that far from me. I had a good local tech person, but I paid extra for Premium support through Dell and felt that it was THEIR responsibility to resolve this. It only took 5 service requests in 10 months to get something done.
I didn't answer because I finally got someone in Dell Support through Twitter to agree to ship the CPU back to Dell repair. We'll see what happens... Still not sure what Premium Support is supposed to do, since that never came up as an option
That's great to hear. Too long to get it done. Yet sending it back to them is the wise decision. Dell Premium Support answers much quicker than 'normal freebee support'.
did this ever get resolved for you? I have had the same issue - ongoing performance problems with this unit, lots of calls to support, chats, lots of dx testing, lots of uninstalling and reinstalling various drivers. No fix lasts more than a day before issues return. I was hoping update to Windows 11 might resolve some of the nonsense (that's not the word I wanted to type there). Unfortunately, I am never given the option to update ... just endless invitations to check specs to make sure it is eligible to upgrade (it is)
Here are specs:
Device name Processor Intel(R) Core(TM) i5-10400 CPU @ 2.90GHz 2.90 GHz Installed RAM 8.00 GB (7.67 GB usable) System type 64-bit operating system, x64-based processor
Edition Windows 10 Home Version 21H1 Installed on 1/9/2021 OS build 19043.1889 Experience Windows Feature Experience Pack 120.2212.4180.0
@YenYo You should tell us exactly what your "ongoing performance problems" are. We don't know what issues the OP had so it's impossible to know if you're having the same problems or something entirely different.
If you're experiencing random freezes, especially when waking the PC from sleep, what version of BIOS is installed?
BTW: You can update to Win 11 directly at the Microsoft site using their Windows 11 Installation Assistant. Be a good idea to image your boot drive on external media before updating, to be safe.
CTG_8273
2 Intern
•
514 Posts
0
November 5th, 2021 06:00
Have you tried using Support Chat instead of phone? I cannot talk to them on the phone. I cannot understand them and sometimes they cannot understand me. I have to repeat myself over and over I say something they hear a completely different thing. So it is easier to just use the chat. I am sure you have ran diagnostics from F12 Menu on startup? Try running online diagnostics and doing something intensive at the same time see if online diagnostics picks up anything.
RoHe
10 Elder
•
45.2K Posts
0
November 5th, 2021 16:00
@DeannaLF - Define "slow performance issues".
What are the PC specs:
CPU?
Is boot drive an SSD or HDD, and what brand/model is that drive(s)?
What size is the drive(s), and how much free space?
How much RAM?
What video card, or only onboard Intel UHD Graphics?
How much "junk" is running in the background?
Version of BIOS?
Etc.
The more you tell us about your system, the more likely somebody can help you fix the problem...
DeannaLF
4 Posts
0
November 15th, 2021 09:00
Thanks, but I HAVE gone through the chat. I am on the 5th or 6th support incident since January. Their remote access has not resolved the issues, nor has a complete reinstall of Windows 10. I have used Dell Support Assist weekly, as well as troubleshooting "slow performance".
RoHe
10 Elder
•
45.2K Posts
0
November 15th, 2021 11:00
@DeannaLF You didn't answer any of my questions, so how can we help you here?
You're going to have to contact Tech Support and ask that your issue be elevated. You may need to call Support rather than chat...
Mawby
2 Posts
0
December 1st, 2021 13:00
Deanna -- Did this get resolved? I too have worked with DELL a long time and over 25 years. Too many times, the support team recommends drastic upgrades and re-installs to solve what could be just a hardware issue. Have you tried finding a local IT person to 'help'. The sooner it is diagnosed, the sooner that DELL can help with parts. (unless it is a software issue).
DeannaLF
4 Posts
0
December 1st, 2021 15:00
Thanks, Mawby. I finally got Dell to ship the CPU back for depot service. It's due to be returned tomorrow so we'll see what happens. I have not had any word as to what they did. I'm near Sacramento, so you may not be that far from me. I had a good local tech person, but I paid extra for Premium support through Dell and felt that it was THEIR responsibility to resolve this. It only took 5 service requests in 10 months to get something done.
DeannaLF
4 Posts
0
December 1st, 2021 15:00
I didn't answer because I finally got someone in Dell Support through Twitter to agree to ship the CPU back to Dell repair. We'll see what happens... Still not sure what Premium Support is supposed to do, since that never came up as an option
RoHe
10 Elder
•
45.2K Posts
1
December 1st, 2021 17:00
It's never safe to allow a stranger who makes contact over the internet to remote into your PC, no matter how well-intentioned the offer may be...
Mawby
2 Posts
0
December 3rd, 2021 09:00
That's great to hear. Too long to get it done. Yet sending it back to them is the wise decision. Dell Premium Support answers much quicker than 'normal freebee support'.
YenYo
4 Posts
0
August 24th, 2022 08:00
DeannaLF,
did this ever get resolved for you? I have had the same issue - ongoing performance problems with this unit, lots of calls to support, chats, lots of dx testing, lots of uninstalling and reinstalling various drivers. No fix lasts more than a day before issues return. I was hoping update to Windows 11 might resolve some of the nonsense (that's not the word I wanted to type there). Unfortunately, I am never given the option to update ... just endless invitations to check specs to make sure it is eligible to upgrade (it is)
Here are specs:
Device name
Processor Intel(R) Core(TM) i5-10400 CPU @ 2.90GHz 2.90 GHz
Installed RAM 8.00 GB (7.67 GB usable)
System type 64-bit operating system, x64-based processor
Edition Windows 10 Home
Version 21H1
Installed on 1/9/2021
OS build 19043.1889
Experience Windows Feature Experience Pack 120.2212.4180.0
RoHe
10 Elder
•
45.2K Posts
0
August 24th, 2022 11:00
@YenYo You should tell us exactly what your "ongoing performance problems" are. We don't know what issues the OP had so it's impossible to know if you're having the same problems or something entirely different.
If you're experiencing random freezes, especially when waking the PC from sleep, what version of BIOS is installed?
BTW: You can update to Win 11 directly at the Microsoft site using their Windows 11 Installation Assistant. Be a good idea to image your boot drive on external media before updating, to be safe.