I purchased a Dell G16 7630Corei9-13900HX/64GB (2x32)/1TB SSD/16" QHD+/GeForce RTX 4070/Ubuntu G76302401024U computer from an authorized Dell seller on March 19, 2024. I made the payment via IBAN through a bank transfer. To enhance its performance, I purchased 64GB of RAM (2x32). However, while using photography programs such as Photoshop or Lightroom, and listening to music through Chrome, I encountered disturbing issues like crackling and popping sounds from the speakers, as well as program freezes. Dell suggested that the issue might be related to Windows, so they recommended reinstalling the operating system. After the format, three drivers related to this computer showed errors. After Dell's inspection, it was determined that the 64GB RAM installed in the computer was not original. Dell service later indicated via email that the errors could be related to the RAM. During several phone calls and emails with Dell over the course of 9 months, they explained that these issues were caused by the non-original RAM. They suggested I could open the computer casing to inspect the RAM. They also mentioned that the original RAM would have a Dell logo and a "vny72 Dell" label. When I opened the casing, I found no Dell logo or "vny72 Dell" label. Instead, I found a Patriot-brand RAM with the label "9ds00411." When I tested the RAM with programs, it didn’t even show its correct specifications. I contacted the authorized Dell seller and requested the original RAM. They told me to send the computer, and they would replace the RAM. I sent the computer, but they returned it without installing the original RAM. Since the original RAM was not installed, Dell had already informed me that the issues would continue. Dell also stated that if the RAM is not original, they would not initiate any warranty, maintenance, or repair services, and would not send an on-site technician. I asked the authorized Dell seller to send me the original RAM urgently, but they informed me that the RAM had been sold to another customer. When I contacted Dell, they confirmed they could send the "vny72" labeled RAM with the service number F229424 for my computer. I relayed this information to the authorized Dell seller, but they refused to purchase and send the original RAM. In summary, the authorized Dell seller sold me a 64GB version of the computer with non-original RAM, which Dell does not accept and excludes from warranty coverage, even though the computer originally came with 32GB of factory-installed RAM.
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dell-sold-me-a-g16-7630-with-non-original-ram-and-warranty-problems-6.pdf
dell-sold-me-a-g16-7630-with-non-original-ram-and-warranty-problems-5.pdf
dell-sold-me-a-g16-7630-with-non-original-ram-and-warranty-problems-3.pdf
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