Dell agent representatives not cooperating

I bought a new DELL XPS 16 in March 2025. Within a week, I initiated a complaint about a hardware malfunction, with a light indication coming on my power button. The Dell representatives, after various calls and ticket generation, refused to accept it as a faulty product and asked me to keep using the product. Unfortunately, due to DELL's reputation, I did not realize that they were actually trying to delay the escalation so that I could not claim a 30-day return or exchange.

On my 27th day of receiving Dell, I received a major fault indication in my BIOS diagnostics with RAM failure. I contacted the same Dell representatives (Specifically operating from the region OUTSIDE the US), trying to convince me that nothing is wrong, but on my insistence and showing them the Dell technical manual. They offered me a RETURN/EXCHANGE. Since I was an old DELL customer, I preferred to initiate an EXCHANGE as I admire DELL products and like using them. I initiated an EXCHANGE request on the 27th day, but after the 30th day passed, they informed me that the so-called "higher management" had declined my EXCHANGE offer, and since the 30-day period had passed, I can not claim either. (Which they were trying to do since the first day)

To me, this seems extremely unprofessional and evil that they continuously forced me into a situation where I could not claim my refund or exchange. I feel I have been cheated. I have paid for a premium product price and am forced to accept a defective one. On my request for escalation, they do not let me talk to anyone from DELL USA. They set me up with another person who claimed to be a Higher authority named 'Gerard J' (from India - Bengaluru), who does not understand US laws and declined my return. Despite the faulty equipment being reported within 7 days. He just wanted me to accept his repair offer, which was a violation of my rights.

I feel extremely disappointed. Is there a person in the Dell US who can understand the mess going on with your customer care, or has the entire DELL has officially shifted to India?

I have numerous Tickets floating at the moment, and I am clueless about what the DELL is going on.

Thanks and regards.