Alienware 14 Plugged in Not Charging

Hi, 

We are sorry to hear about the issues. Which BIOS version are you running with the system? Try doing a power drain. 

• Turn the system off and disconnect the AC adapter.
• Disconnect the battery.
• Disconnect all external devices (USB devices, external monitors, headsets, etc.).
• Press and hold the power button for 30 seconds.
• Connect everything again and turn on the system.

Dear Rodrigo

Thank you for your reply. Much appreciated.

I tried a power drain as suggested. No change I'm afraid.

I just received a quotation from Dell Malaysia, for a new battery, together with the cost of an Engineer to come out and replace the battery.

I guess I don't have a choice.

Dear Rodrigo

Just wanted to give you an update on my situation.

I have ordered a new battery facilitated by Tech support. I spoke to sales this morning and paid for a new battery.

The sales person then mentioned that the battery comes with a 3-month warranty. I was rather confused and so asked if the battery was new. The Sales person said that is was reconditioned, at which point I asked whether I had paid for a 'new' or a 'reconditioned' battery. 'New' was the reply and so I asked the person to double check.

She came back after a minute and said it was a mistake and the battery is in fact new, however the warranty is still 3-months.

After my conversation, I checked the Dell website which states new batteries carry a one-year warranty. I sent the sales person an email, asking her to confirm in writing that the battery is new. I also mentioned that according to the Dell website, New batteries carry a years warranty, and for her to confirm this.

This was her reply:

"Dear Mr. Mumtaz,

For your information, it’s not under my control to get the warranty period such as long term as 1 year limited warranty.

If you purchase under online order, you’ll get the 1 year limited warranty but I have no idea whether this is refurbished unit or brand new parts.

For my side here, it’s brand new and 3 months warranty period.

Hope that all cleared.

Best  Regards"

I don't really appreciate the tone in the email, and wanted your thoughts on the matter.

I feel I need to escalate this incident as the response is very contradictory, but I don't seem to be getting anywhere with Dell Malaysia.

Many thanks

Hi,

I will review your case with my supervisor to confirm is this information is correct. We are sorry about the rep's tone on the email.

Hi,

Can you send me your Service Tag in a PM so we can check this further?

Hi Rodrigo

Just to keep you posted. After I complained about the previous email (above) from sales, I received a rather more considered message from the same sales person:

"Hi Dr. Mumtaz,

For your information , from our side warranty only cover 3 month from invoice date.  If you want me to refund back your money , please inform me then I will proceed refund and you may place the order in our website.

As spoken I already inform you that part only cover for 3 month , as you check in our website is different from our side . only several battery cover that warranty 1 years but that not under spare part that under KITS.

Please inform me if you willing to proceed refund or not. I hope that will clear you on this issue.

Best  Regards"

Not quite sure what KITS is as referred to in message, I suppose bottom line it confirms the 3-month warranty on the battery.

I declined the offer of a refund, as I need a fully functioning laptop for work, In addition, even if i wanted to, I cannot order a battery online, as suggested in the email, as there is no Alienware 14 battery listed in Singapore or Malaysia.

I also asked Malaysian Tech support the status of the warranty on the new battery and the reply was as follows: