Dell G15 5530 Lack Of On-site Service Convenience

Dear Dell Support Team, I am writing to express my deep dissatisfaction with the Dell Gaming G15 5530 laptop that I purchased on May 14, 2024, for 48,500 TL. Despite initially using the device without issues, I began experiencing a significant problem with the audio quality suddenly deteriorating. The sound became garbled when using headphones. I contacted Dell support and requested on-site service. The technician replaced the sound card, but the issue persisted. Additionally, a new problem emerged where sound continued to come from the laptop’s speakers in a distorted manner when headphones were plugged in. I clarified that the issue was not with the headphones since they worked fine on other devices, but the technician suggested trying a different pair of headphones. Even with a new pair, the issue remained unresolved. After returning home, I sought assistance from a local computer technician who resolved the problem in 15-20 minutes by updating drivers. However, I then noticed scratches on both the top and bottom of the device, prompting me to open a new support request. Dell ordered replacement parts and opened a new support case. Unfortunately, despite requesting a different technician, the same technician was dispatched again. During the repair, broken parts of unknown origin fell from the device, and the technician improperly managed the internal cables, damaging them. The technician even attempted to fasten the rear cover screws by forcing them against the network and display cables, causing further damage. I was asked if I would accept the repair in this condition. Additionally, a cable, which was supposedly an infrared cable, was taped with an incongruous piece of tape from the parts package. Given that this is a brand-new device and these issues have arisen, I lack confidence in its reliability. The screen now occasionally goes black while the device continues to operate in the background, rendering it unusable. I have requested a replacement from Dell, but this has been denied. I am concerned about the broken parts and damaged cables inside the device. These problems have significantly impacted my ability to use the laptop effectively and have diminished my confidence in the device. I kindly request Dell's urgent assistance in arranging a replacement for the defective unit. Please find attached the images of the device's internal components taken by the technician. Thank you for your prompt attention to this matter.