If they haven't physically seen the laptop, and if it's showing the Dell logo, then I'm not convinced that they are correct.
Are you running Windows 11? If so Settings > Recovery > Advanced...
Type: Posts; User: PhilipK
If they haven't physically seen the laptop, and if it's showing the Dell logo, then I'm not convinced that they are correct.
Are you running Windows 11? If so Settings > Recovery > Advanced...
In that case, the screen and cable must be OK and the problem is elsewhere.
I have 5 or more Dells (including an older XPS13, and the Precision 5820 Tower that I'm typing this on) and they have...
My thoughts as well, and that presumably applies to the cable.
Either there's a GPU hardware failure (which may be part of the motherboard) which the BIOS bypasses when it's showing the splash...