Latitude 5330, 2 years old, must use Depot Repair

Would Have Loved a Better Response

I apologize for bringing this up here, but I don't know where else to turn.

I bought a refurbished 13" Latitude 5330 with an Intel Core 12th Generation i5-1235U, 16GB RAM, and 512 GB storage less than two years ago with a four-year warranty. I believe that after tax the total bill was over $900 but if not than it was in the high $800s.

Since I bought it, it always got hot, and the battery never lasted very long. I believe the motherboard was replaced by support the first time I called. I appreciated the on-site service, but was not happy that this wasn't checked out before it was shipped to me.

It continues to get hot, and the battery still doesn't give me much juice. Reaching out to tech support just means spending an hour or so, getting a few tweaks remotely, an improvement for a week or so, and then back to where I started. 

One support specialist made my fan run more often, hoping that would help, and I believe it does help somewhat with the heat (not the battery life), but my quiet device makes too much noise for my taste.

Now, tech support told me they cannot send a technician to my house. I have to send the device to Dell Depot. The problem is that when he had remote access to my laptop, he said the problem is very likely that I have too many open Chrome tabs and Word Docs, and it's causing my CPU and Memory to be at or near 100%. 

This is very disheartening. I've worked off of laptaps for around 25 years. In the last 10 years, my devices had much lower specs than this one, yet I never had this issue.

I have not had a Dell in many years and I'm not looking to write the company off, but I really would appreciate a replacement device. This one is not performing--and never has--as it's supposed to. My colleague has a much more basic laptop and it handles my load without slowing down or freezing much, it doesn't get hot, and it has a boatload more battery life than mine.

Sending my device in at this point means transferring my data just in case it gets lost and then not having the device for several days or perhaps even a week. I don't think that is fair at this point because now that I was told that this device cannot handle my basic internet use, I have no confidence that this laptop will actully function properly after going through the inconvenience of this process.

I haven't reached out to tech support much--maybe three or four times or so--but being told that it's normal to get hot or that I'm overusing it won't work for me.

I'm hoping you would just replace this for a different model so I can transfer my data, send this back for you to keep, and move on from this experience. 

Again, I'm sorry for bringing this up here in public but I don't want to talk to tech support again and there doesn't seem to be another venue where I can convey this message to you.