Help Needed with Dell Gaming G16 Return and Support Issues

Hi,

I’m looking for a solution and decided to post here since I’ve had trouble getting in touch with the right person via email or customer service phone calls.

Long story short, I recently got a new Dell Gaming G16 laptop a few months ago <Read this for the return policy. DELL-Admin> I procrastinated for a while before starting to use it (because starting to use a new computer requires data transition and app installation). Although there were a few restarts here and there, I didn’t pay much attention. After my personal trip, I began using it more frequently, and the laptop kept restarting randomly.

Here’s a summary of what I’ve tried so far:

• I called basic support, and they helped me install an updated BIOS, but the problem persisted.

• I attempted to reinstall Windows myself, but the process failed.

• I contacted software support, paid $99 for their services, but the issue remained. I also reported a heating issue (the laptop gets extremely hot just running a browser) and suspected it might be a hardware issue. After some discussion with his peers, the software agent agreed. I requested a software support refund, which was approved, and a technician was sent to replace the motherboard.

• After the motherboard was replaced, the same issue continued.

• I contacted Amex because the ongoing issue might lead to delays without a guaranteed solution. Amex approved my return request a few hours after I submitted the dispute, and I ended up buying a different non-Dell computer.

• In early July, I received a PayPal invoice from someone named Dell_29 via email. I tried calling customer support, they took a while to verify, and can only help with technical issue, nothing else. After 1.25 hours on the phone, they couldn’t connect me to the person who sent the email and even gave me an expired phone number.

I haven’t touched the laptop since my dispute, and I want to just send it back to Dell, but I’m facing difficulties either online or in person. I’m unable to reach anyone at Dell, and the workflow for edge cases like mine is incredibly complicated. As a major company, Dell should have a solid process, but the requirements are so stringent that falling outside the normal process has left me stranded.

Can anyone help me get in touch with someone at Dell who can assist me further?

Thank you!