Turns out Dell’s tech support wasn’t the way to go.
After being told the laptop was 2 months out of warranty I had a chat with the sales guy who sold us the laptop two years ago. Friday last week he promised to look into the case and get back by Tuesday this week latest. That he did, with the good news that Dell would repair the laptop without cost to me.
Now that’s good support! Let’s just hope that is the end of the story.