Dell tech support is pretty good in my experience (and you're talking to someone who only buys Dells). If you think the person you're talking to doesn't know jack, they will honor your request to escalate the incident. There are other things to try, of course, like stopping the usb device, and even trying another cable. Oh, and do you have cats? They love to sit right on the laptop - it's a heating pad to them. My friend's laptop keyboard was stuffed with cat hairs, although I don't think that's your problem.
Best wishes, Hans
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