This is when the real problems began…The item shipped back to me, was not my original laptop, it had a replaced palmrest, motherboard and bottom cover, basically everything below the screen, which itself had already been replaced. And obviously my original SSD and RAM etc was also replaced as it required me to setup Windows once again, but instead of having a Windows 10 Pro license as I has paid for, I now only had Windows 10 Home installed! About one third of the way into that setup process the laptop blue screened with an error of: WHEA_UNCORRECTABLE_ERROR, It counted up to 100% and then froze completely. I then needed to hard reboot it and start the process again, and again and again until it finally got through the setup process.
After two minutes of just sitting there not doing anything on it, it crashed with the same blue screen failure and once again counted up to 100% and locked up again. This process just repeated over and over…I then did a clean install Windows from a USB stick in case the install on the SSD was faulty. I got through the install and setup process fine, but then once again it started crashing with the same blue screen error, and locking up totally at 100%. Clearly the laptop has a hardware error.
It has now been over a week since contacting Dell to fix this and absolutely nothing has happened. So I asked for a refund a few days later, only to receive this reply today:
“We just got an update from our escalation team regards to your refund request. Unfortunately, it has been rejected as the current issue that you are having relates more to a software issue, This is because the issue that you are having currently is a BSOD, Wrong OS installed and screws apparently that are too tight. Our escalation team believe, that we can resolve these issues by performing an OS Re-installation (OSRI) and replace the bottom base cover and screws by sending an onsite service. At the same time, among all three services done from our end. Only the recent service is considered to be a major issue as major parts were replaced. The other two services done previously, only had minor issues with the chassis. Besides, even if collection and refund is approved. It will not be done overnight or in a day. There are some procedure by collecting the unit and proceeding with refund. Therefore, at this circumstances. I believe proceeding with an onsite service would be the best.”
So based on the reply above, they have not read a word I said. The refund was rejected because it is a software issue and screws that need replacing! The screws have of course already been replaced, along with the motherboard, palmrest and base cover!Although there was one screw missing on it’s return from Dell, ironically enough the one that was stuck in and caused all this nightmare!