Faulty new 7440, making me jump through hoops, just want my money back now

Question

Bought a new Latitude 7440 and almost immediately it started showing strange behaviours and would randomly freeze, full screen showing, just no response to any input. The only way to get it back working is a full forced shut down by holding the power button for 10 secs. It has done this since the first week. Its had a full system restore, tried to get support assistant to install updates finally managed to get dell support to look at it, they say no fault, but its doing it 2-3 times a day. Support have looked at it remotely several times, and have tried to fob me off with installing drivers that are already installed!

Despite it being brand new they want me to pay for software support! its clear its been faulty since day one, why should i have to pay to diagnose their rubbish product, it just seems like they are trying to string it out till I give up

DELL-Jesse L · Answer

Have you ran the system diagnostics on the system? If not, please run them to see if there are any issues with the hardware. Post back your results here on this post.

To receive assistance from Dell chat support, they need to verify the warranty status and ownership. Then you must troubleshoot with them. Click the "Get Help Now" icon on the right to start a live chat session. If already out of warranty, click here for the Dell out of warranty offering.

Arknexter · Answer

@DELL-Jesse L​ Fix your buggy BIOS. version 17.0 and 18.1 is buggy. My Dell latitude 7450 also freezes. I Rolled back to 16.0 and everything works good.  I'm lucky that I've been using my laptop for six months and noticed that the freezes started after updating the BIOS. This guy is suffering because his laptop was initially running a new BIOS version and he couldn't even imagine that the problem was with it.

Arknexter · Answer

I had the same issue on my Dell Latitude 7450 after updating the BIOS. Roll back to BIOS version 16.0 and don't update it until Dell fixes the issue.

Jelbear · Answer

As an update, the random freezing/crashing continued, increasing in frequency to 4-5 times a day, and then the entire laptop just died, and wouldn't boot just before Xmas, with the power light flashing in a sequence, which seems to imply from a quick google that the motherboard or RAM is faulty.

Off the laptop went to the dell repair centre, and I just got it back today, with the repair report saying motherboard and hard drive were replace. so fairly major then!

But low and behold on first boot straight out the box, within 2 minutes it completely froze again, with the same symptoms as first shown. completely hangs with screen still showing, no input works with a hard power shut down being the only thing that gets it back working

On a chat with dell support now, it is clear that its a piece of junk and not fit for purpose and but dell is continuing to refuse that a replacement is provided. It has been faulty from day 1, the attitude of Dell is amazing. You purchase a business grade machine to avoid exactly all this,

Hoping if i can get through the first couple lines of support i might be able to communicate with someone sensible not reading from a script.

Anyone got any senior contacts at dell UK who will talk sense? or someone who i can badger to the point they will actually do something?

Jelbear · Answer

In terms of BIOS, the machine is saying its on version 1.26.1, so don't think it would be wise to roll back as far as version 16

Arknexter · Answer

@Jelbear​ you gave another laptop model. Your version can has another numbers. Try downgrade 2 versions

Arknexter · Answer

@Jelbear​ The new BIOS was releasedhttps://www.dell.com/support/product-details/ru-am/product/latitude-14-7440-2-in-1-laptop/drivers

Latitude

Faulty new 7440, making me jump through hoops, just want my money back now

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