Dell Agent not helpful in battery problem

Dear Dell team, I need your support for case <Your private information was removed from this public post. DELL-Admin>. Around a week ago my Alienware m18 R1 suddenly dropped in performance by 50% in game. The on/off button started blinking 4x red, 1x blue. Battery stopped charging at 95% and didnt charge further even though it was still connected to ac.

The Dell forums and everything else (drop of performance, blinking LED, battery not charging) is pointing to a battery issue, yet the support engineer prefers to pursue a LCD failure scenario for whatever reason. I even offered to remove the battery itself and voila, blinking LED stopped, performance is back there when not using the battery.

Now the agent wants me to put the battery back to back test this and says that the alternative would be sending the device to the repair center where it would 10-15 work days just to troubleshoot alone.

I mean I'm an experienced user. I provided all necessary info like battery report, videos and screenshots, everything points to battery but the engineer just doesnt want to see it.

Also I have premium support on that item that is supposed to have onsite service, which I asked for several times but the engineer insists it has to be sent in if I cant do all the steps myself.

This has taken hours upon hours of my time and energy already, this cannot be the level of support you get at Dell when you got premium support or is it?