Inspiron 5640 keeps freezing. Dell support don't know what to do, instead Google Gemini has diagnosed the problem

Hi guys,

My Inspiron 5640 laptop keeps freezing, so badly that the caps lock light doesn't even turn on when I press the button. It's only a couple of months old, and the regular freezes are costing me a lot of productivity, so I really want to get it fixed or replaced.

I've been going around in circles with Dell tech support for a couple of weeks. They don't seem to have any actual plan for diagnosing the issue. Instead, we continuously go around this loop:

New support rep is assigned. They don't read any of the chat history and instead ask the usual basic questions. Then they ask me to do the same basic steps: reinstall the same drivers I already reinstalled; run a RAM test, again; clear the browser cache, again, even though the issue is affecting three different browsers; etc etc. Then a new support rep is assigned and we start over.

I don't seem to be getting anywhere, because the succession of support reps don't seem to have an actual plan for diagnosing a complex issue, they only have a short list of tactical, surface-level fixes. When those don't work, they're completely lost.

Instead I loaded all the information about my freezing issue into Google Gemini, along with the results of all the tests & fixes that Dell support and Gemini asked me to action. It's produced a fantastic summary of the issue and diagnosis, which you can see in this PDF:

https://www.dropbox.com/scl/fi/s9z42euzunn8gvpqjnugo/Dell-Inspiron-laptop-freeze-issue-diagnosis.pdf?rlkey=wi1q2pm1u08uikjpcmtv0aqg0&dl=0

I gave this to Dell support yesterday and they've been silent ever since. It seems like they're stumped, they don't know what to do next.

How can I get this issue escalated to a more experienced technical person at Dell? Someone who has a structured approach for diagnosing issues, not just a handful of simple tactics?

Thanks for any help.