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Laptop Randomly Freezes for 20 Seconds at a time Each Use

Hello, I am very disappointed in the performance of my Dell laptop.  I have a Inspiron 15 5000 with AMD Ryzen 5 running Windows 10.   Since I got the laptop I have had a problem where the laptop will freeze for around 20 seconds at a time.  Most of the time it comes back and I continue use, sometimes it does not and I have to power off and on. Sometimes when scrolling through a page with adverts or .gifs the entire screen will blackout or turn green in certain areas.   Again, this problem has been there since I purchased the laptop in January. 

I have contacted technical support multiple times to try to resolve this.  I at first thought this was a problem with the scroll pad, it is not.  The hardware support has run all of the tests and ruled out any issues with the hardware.  I have been told that I need to pay $99 to receive software support.  I did not purchase a software warranty at the time of purchase because I assumed the software would arrive functional.......   I will not pay $99 to fix a problem the laptop showed up with. 

 

At this point I would like to return the laptop for a full refund but I am willing to continue troubleshooting.  I am told that because it has been more than 30 days since purchase I am not eligible for a refund or replacement.  

Contacting software support should not be behind a paywall.  I purchased this computer for personal use and I do not use it heavily.   However the constant freezing makes the laptop unusable.   This is an unacceptable defect that the laptop arrived with, and Dell should be better about supporting their customers.   

 

I would appreciate any help with either troubleshooting this problem or with contacting software support. 

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