Escalation Required for Ongoing Laptop Performance Issues

Hi,

I am writing to formally escalate an ongoing issue with my Dell Latitude 5420 device, which has not been resolved despite multiple attempts through your support channels. A recent motherboard replacement has left my laptop performing extremely slowly, and despite following troubleshooting steps and a visit from a technician, the issue persists. This situation has significantly impacted my productivity, and I am unable to back up my data due to the slow performance. Details of my case are as follows:

• Case Number: 
• Device Model: Dell Latitude 5420
• Service Plan: ProSupport

Additionally, I am frustrated with the customer care agents who have been instructing me to resolve the issue on my own. If I could fix the problem myself, there would be no need for customer support. I expect a higher level of service and support, especially given that my device is still under warranty. I have been informed that no technician can be sent during the Eid holidays. However, it is imperative that this issue is resolved before my office resumes after the holidays. If necessary, I am willing to visit a Dell service center in person. If the performance issue cannot be resolved promptly, I am requesting a replacement laptop under warranty. I am extremely disappointed with the lack of support and the ongoing inconvenience. I hope that by escalating this issue, it will receive the attention it deserves, and a swift resolution can be found. Thank you for your prompt attention to this matter.

Karthik