Customer Service frustration - need solution!

I'm a computer professional and have been buying and recommending Dell since Michael Dell assembled them from his dorm room.

On my recommendation, a client bought a XPS 8960. After a few days, it failed to reboot.

It was sent to Dell, 'repaired', and returned and it worked for a little while before failing again with the same symptoms.

I'm remote from this customer but the symptoms point to a failing battery, causing it to lose its BIOS or CMOS settings.

We opened a new case and the person assigned to it appears unresponsive and doesn't answer my direct specific questions:

1. What CMOS settings are we required to make in order for the drive to be properly recognized (clear instructions to navigate to the exact settings would be helpful for this client)
2. Please send a replacement battery or at least specify the battery for us to order.

Please email me at the address for my registered community address so I can provide the service tag, case numbers, and assigned support person.

I'm willing to travel to this client if I'm given sufficient information to correct CMOS, and get the replacement battery.