My laptop Service Tag#: HWS25Q2. Since 1st week of purchase, I faced intermittent overheating issues without running too many applications. I logged this issue on 8th July 2018 (Support Request# 970726234).

I ran few tests prescribed over email chat and submitted the reports. An assistant also visited to examine last week. I continued to run few tests suggested by the Dell assistant and updated the Bios/drivers. However, I was told last week0 that the test results are normal and there were no hardware issues. But, I am still facing the intermittent overheating issues. The heat shoots up sometimes that I am unable to touch few keys and I could feel the heat on the palm rest too. It has been 15+ days and yet no permanent resolution has been given, besides tests performed by different engineers.

I summarized key activities:

1. 8th July - created the support request
2. 9th July - received the email and run few tests as advised
3. 10th July - received acknowledgement that the temperature is above the limit and the motherboard would be replaced
4. 11th July - received email that they 'll schedule the onsite visit.
5. 17th Jul - engineer onsite visit happens and applied the thermal paste and issue persists.
6. 25th July - After chasing the team, I got the result as everything is normal and no issues found in H/W and no thermal issue is also found . But the heating issue was felt again. I raised another service request to return the laptop
7. 27th July - forwarded email to online_india@dell.com and then they forwarded to the workstation team
8. Until 31st July, there is no response over email or a call from customer care.

The support team wasted my time and still I did not get any permanent solution. I am unaware of how to take this issue to the notice of the senior officials. If anyone could get me out of this problem, it would be highly appreciated.

PS: I request the concerned to check the Go To Assist session held on 25th July to see the service  provided and the email thread regarding this issue.

Regards,

Sundarapandian Balasubramani