These are the highlights of my Dell Experience so far :

I bought a XPS 9570 in May 2019. So far everything is fine.
Until end of May 2020, I have found that the secondary monitor cannot be detected.
I then called Dell Premium Support. The Dell Technical Support upgraded the firmware and it worked again.
Note : Two of monitors are good. And I have already tested the monitors and the HDMI cables with another ASUS labtop. They are all good.

On the 17th Jun 2020, the secondary monitor was not working again. I then called Dell again. Another technician picked up the call. The technician did a Window OS update and all the Dell updates. It is not working. Then, he did a hardware diagnostic and found that the HDMI port had no response. Then, I sent back the labtop to the repair center to get it repaired.
Note : After that, I was told that the repair center has not changed the hardware, they just reloaded the OS.

I received my computer back on the Jun 23 2020. I switched it on. The secondary monitor was detected. I restored all my software and files. However, once I shutdown my labtop and reboot it again. The secondary monitor cannot be detected again.I called the Dell Premium Support again and worked with another technician.

This technician is better. He didn’t try things in random and he has verified with the Level 2 and Level 3 support.  And we have worked a couple of sessions to debug the issues (from 23rd to 25th of June)

There are 2 options to resolve the issues

To install the nivida geforce friver
To downgrade the firmware from 1.16 to 1.14 because 1.16 has the issue with the display driverHowever, we could not install the nivida driver.

Once we have downgraded the firmware from 1.16 to 1.14. Then the secondary monitor can be detected.

However, once I rebooted the labtop, somehow the updated firmware was pushed into my labtop again.

The technician needed to work with the Level 3 again to resolve this issue – why the updated firmware is pushed back to the labtop whenever I reboot my labtop.

Based on the Dell Support, I have scheduled another debugging session with the technical support on the 26th Jun 2020. However, when the dell technical (another technician different from before) called me, his line has so many background noise and I could not hear him what he was talking. I asked him to call me again. Same thing happened. He gave me a 800 number to call so that I could reach him. I called the 800 number, another technician picked up the call and told me that he could not re-direct me to the same technician. So he needed to read through the case again and asked me some basic questions.
 - Did you connect the monitor to the labtop directly ?

Until today 26th of Jun, the issue has not been resolved yet.

I am so frustrated with the Dell Technical Support service and Product because

1. If the support case is escalated to level 3, the support case should be handled by the same technician. Otherwise, a new technician would need to go through all the same stories again and again. I got so frustrated when I was picked up by a new tech again.
2. I can found that different technician had different approach to work on the issue and not address to the root cause of the issue.
3. Why does Dell push the updated firmware to my labtop without my consensus? Do I have the choice to downgrade it ?

I have been using another ASUS labtop for 2 years and I don’t have any monitor driver issue.

I think this is my last Dell Labtop and I don’t trust the brand name anymore.