Reclamo

Buongiorno, desidero aprire un reclamo per il pessimo supporto tecnico ricevuto. Allego copia della conversazione avuta via WhatsApp con il vostro supporto tecnico.

14/05/24, 14:02 - Questa azienda usa un servizio sicuro di Meta per gestire questa chat. Tocca per saperne di più.
14/05/24, 14:03 - Marco Righi: Ciao la durata della batteria è considerevolmente ridotta
14/05/24, 14:03 - Dell Technical Support: Welcome to Dell Technologies Virtual Assistant.
14/05/24, 14:03 - Dell Technical Support: You can learn more about Dell’s privacy statement regarding customer information here: https://dell.to/3p2YjEH
14/05/24, 14:03 - Dell Technical Support: We see that you are contacting us for the Service Tag: JRZ6453
14/05/24, 14:03 - Dell Technical Support: 
Is this the correct Service Tag?
Pulsante 1: Yes
Pulsante 2: No

14/05/24, 14:08 - Dell Technical Support: We are still waiting for you to confirm your system Service Tag. We will be able to assist you with your query as soon as you confirm the same.
14/05/24, 14:08 - Marco Righi: Yes
14/05/24, 14:08 - Dell Technical Support: Thank you for the information.
14/05/24, 14:08 - Dell Technical Support: Our Virtual Assistant is designed to answer your questions and resolve the most complex computer issues.
14/05/24, 14:08 - Dell Technical Support: Please select your issue from the following options: If your issue is not listed, could you please briefly explain your issue below? System is working slow System not powering on System not booting up Audio issues Keyboard issues
14/05/24, 14:09 - Marco Righi: The battery life is considerably reduced.
14/05/24, 14:10 - Dell Technical Support: We understand you are facing Battery issues. Based on the information convened, here is what we could find. 

If your issue is listed below, reply with the appropriate option.
14/05/24, 14:10 - Dell Technical Support: Battery Options Please select from the following options. Battery not detected
Battery is not detected error  Battery performance
Battery is performing poorly Battery not charging
Battery not charging with adapter Swollen battery
Bulged touchpad or swollen palmrest Battery Error
Battery Error None of the above
My issue is not listed above
14/05/24, 14:16 - Marco Righi: Battery performance
Battery is performing poorly
14/05/24, 14:16 - Dell Technical Support: Thank you for contacting us regarding your battery related issue. 

Let us ask a few questions to assist you with resolving the issue.
14/05/24, 14:16 - Dell Technical Support: The following image is an example of signs that indicate a swollen battery.
14/05/24, 14:16 - Dell Technical Support: <Media omessi>
14/05/24, 14:16 - Dell Technical Support: 
Do you notice any signs of swelling or bulging of the battery?
Pulsante 1: Yes
Pulsante 2: No

14/05/24, 14:16 - Marco Righi: No
14/05/24, 14:16 - Dell Technical Support: Okay. Let us update the drivers.

Note: We recommend using Google Chrome, Mozilla Firefox or the latest Microsoft Edge browser to download and run SupportAssist.

Watch this video for a quick walkthrough: https://youtu.be/XR1eHeDtcT0
14/05/24, 14:16 - Dell Technical Support: 
Let us know if updating the drivers resolved your issue.
Pulsante 1: Yes
Pulsante 2: No

14/05/24, 14:16 - Marco Righi: No
14/05/24, 14:16 - Dell Technical Support: 
What is the Battery Health listed inside BIOS?
Pulsante 1: Excellent/Normal
Pulsante 2: Fail/Poor
Pulsante 3: Battery not listed

14/05/24, 14:17 - Marco Righi: Excellent/Normal
14/05/24, 14:17 - Dell Technical Support: Let us run a diagnostics test on your computer.
This test determines if your computer is experiencing any hardware failures.

Note: This test takes approximately five to eight minutes to complete based on your computer’s configuration. If you have a hardware failure, you shall receive an error code and a validation code. Please make note of these codes so we may properly address the issue.

Watch this video for a quick walkthrough: https://youtu.be/9cfFECs5Qa0
14/05/24, 14:17 - Dell Technical Support: 
Please run the test and confirm if it passes.
Pulsante 1: Yes, it passed
Pulsante 2: No, it did not pass
Pulsante 3: Unable to run

14/05/24, 14:17 - Marco Righi: Yes, it passed
14/05/24, 14:17 - Dell Technical Support: All rechargeable batteries wear out with time and usage. As time and cumulative use increase, the performance
degrades.
14/05/24, 14:17 - Dell Technical Support: 
Has your issue been resolved?
Pulsante 1: Yes
Pulsante 2: No

14/05/24, 14:17 - Marco Righi: No
14/05/24, 14:17 - Dell Technical Support: Okay. We will connect you with an expert now to assist you. We appreciate your patience while we connect you.
14/05/24, 15:21 - Dell Technical Support: Hi there!
I’m Anil from the Dell Social Media team.
How are you doing today?
14/05/24, 15:21 - Dell Technical Support: I understand that you're facing an issue with the battery. Please be assured that I will look into this and help you with the best available options to have this resolved for you at the earliest.
1. Could you confirm, if you are an IT person or an end user?
2. Did you perform the BOT suggested steps?
3. Have you performed any other steps before reaching out to us? If yes, could you help me with the outcome?
14/05/24, 15:23 - Marco Righi: I am an IT person and an end user. I follow all BOT suggestions.
14/05/24, 15:24 - Dell Technical Support: Thank you, I appreciate your effort. Is the battery discharging quickly?
14/05/24, 15:24 - Marco Righi: too much fast with respect  to the expected performance
14/05/24, 15:26 - Dell Technical Support: Sorry, did not understand.
14/05/24, 15:26 - Marco Righi: Command 502 of 2 $upower -i /org/freedesktop/UPower/devices/battery_BAT0
  native-path:          BAT0
  vendor:               SMP
  model:                DELL 70N2F95
  serial:               6335
  power supply:         yes
  updated:              mar 14 mag 2024, 15:25:28 (24 seconds ago)
  has history:          yes
  has statistics:       yes
  battery
    present:             yes
    rechargeable:        yes
    state:               fully-charged
    warning-level:       none
    energy:              50,787 Wh
    energy-empty:        0 Wh
    energy-full:         50,787 Wh
    energy-full-design:  84,2916 Wh
    energy-rate:         0,0114 W
    voltage:             12,319 V
    charge-cycles:       N/A
    time to empty:       185,6 days
    percentage:          100%
    capacity:            60,2516%
    technology:          lithium-polymer
    icon-name:          'battery-full-charged-symbolic'
14/05/24, 15:27 - Marco Righi: Command 504 of 4 $inxi -mM
Machine:
  Type: Laptop System: Dell product: Precision 5550 v: N/A
    serial: <superuser required>
  Mobo: Dell model: 0GX59H v: A03 serial: <superuser required> UEFI: Dell
    v: 1.25.0 date: 11/02/2023
Memory:
  System RAM: total: 64 GiB available: 62.43 GiB used: 2.77 GiB (4.4%)
  Array-1: capacity: 64 GiB slots: 2 modules: 2 EC: None
  Device-1: DIMM A type: DDR4 size: 32 GiB speed: spec: 3200 MT/s
    actual: 2933 MT/s
  Device-2: DIMM B type: DDR4 size: 32 GiB speed: spec: 3200 MT/s
    actual: 2933 MT/s
14/05/24, 15:28 - Dell Technical Support: Is the issue with battery discharging quickly? or any other issue?
14/05/24, 15:28 - Marco Righi: The battery discharging quickly
14/05/24, 15:29 - Dell Technical Support: Could you help me with the version of BIOS installed on the computer.
14/05/24, 15:29 - Marco Righi: I just send you the information requested
14/05/24, 15:30 - Dell Technical Support: The above information you have shared does not have the BIOS version.

Please check the current BIOS version on your system:
1. Click the Windows button in the lower-left corner, search "run" and press Enter.
• Or press the Windows key + R on the keyboard.
2. In the Run window that appears, search "msinfo32" and press Enter.
 
The BIOS version can be found on the “System Information” page that appears. Please share an image of this screen with us.
14/05/24, 15:33 - Marco Righi: I just send you the inforation requested, I will write to Dell Italia about you approach to the problem
14/05/24, 15:36 - Dell Technical Support: Hi,
I'm Sonam, one of the Supervisors at Dell Social Media Support. I was alerted about this case and have reviewed your journey with us. I apologize for the inconvenience you’ve experienced.
We'll make sure to put in our best effort to have your concerns addressed at the earliest.

I understand your concern.
Do not worry,we shall get this resolved at the earliest for you.
We will isolate the issue so that we can get this resolved at the earliest.

Your resolution expert will be in touch with you to help you and will advise the next course of action, and I will also be constantly monitoring the case until closure.
Thanks for your time and patience.
Best regards,
Sonam
Supervisor
Dell Social Media Team