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Alienware 14 Plugged in Not Charging
Hello. I hope you can help.
My Alienware 14 no longer charges above 42%. It will charge, but once it reaches 42% it displays the message 'plugged in, not charging'.
I contacted tech support any they have diagnosed a faulty battery and so I must pay for a replacement, as well as labour charges for an engineer to come and replace.
I purchased the machine October 2014 (with a three-year warranty), and the original battery died in early 2015. It was replaced, and now I am having this problem.
I realize the battery-warranty is only one-year, however when i asked Tech Support if the replacement battery provided last year was new or reconditioned, he stated it was probably reconditioned and I am just 'unlucky'.
I am rather unhappy, and I think 'unlucky' is a bit of an understatement with the constant battery problems. Tech support have laid the blame of the battery issue at my feet, stating poor battery-life is usually caused by the way the laptop is being used.
Considering I have had several laptops over the years, and this is the first time a battery has died twice within the space of a year, I'm not very happy with Malaysian customer service at the moment.
Any feedback would be appreciated.
Many thanks.
Alienware - Rodrigo
7 Technologist
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January 21st, 2016 10:00
Hi,
We are sorry to hear about the issues. Which BIOS version are you running with the system? Try doing a power drain.
mumtazhussain
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January 21st, 2016 22:00
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.
mtazhinsane
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January 22nd, 2016 03:00
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
Alienware - Rodrigo
7 Technologist
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4.4K Posts
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January 22nd, 2016 08:00
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.
Alienware - Rodrigo
7 Technologist
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4.4K Posts
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January 26th, 2016 11:00
Hi,
Can you send me your Service Tag in a PM so we can check this further?
mumtazhussain
3 Posts
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January 26th, 2016 17:00
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:
'Dear Mumtaz,
Good Day,
1) The battery is a new battery, and the Warranty is only 3 months.
For your reference the Case # is 923167774