If this Dell update broke my laptop, shouldn’t I get a refund?! - Jonathan Sinnwell, Golden, Colo. The latter solutions do not account for my time or frustrations dealing with this support experience. Short of that, a return with either a store credit or refund would be acceptable. I’d be happy with my current laptop functioning as expected. I hope that by reaching out to you, I can find a contact who can take ownership of this case to help find a resolution, I’ve been bounced from support engineer to support engineer with promises of return calls with no follow-up. The laptop has not been usable for my purposes. I’ve had a support case open with Dell for months. Replacing the motherboard did not resolve the issue because the new board contained the same version of BIOS. This does not include the time it took me to install all applications and configure the laptop for my purposes. I believe the Dell recommended update broke my laptop.Ĭonservatively, I’ve spent 15 hours of my personal time dealing with this support case, including more than three hours of the tech on-site working with me. Immediately after applying the update from Dell and rebooting the laptop, the computer stopped outputting video on the USB-C port to the monitors connected to my Dell dock. Eventually, about two months after I received the laptop, I installed the BIOS update. I ignored the continual pop-ups reminding me to install the update for about four weeks. About a month after it was delivered, I began receiving notifications from the Dell support tools preinstalled on the computer that a critical BIOS update was required. Will Dell give him a refund instead? Question The company seems to be unable to fix the problem. After the latest update to Jonathan Sinnwell’s Dell laptop, it broke.
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