08:03:27 System
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08:03:27 System
Connected with ProSupport Hobey Verbryck
08:03:27 ProSupport Hobey Verbryck
Thank you for contacting Dell Pro-Support Oklahoma City. My name is Hobey, How can I help you today?
08:04:37 Paul Weir
Hey Hobey! We've talked recently. I have a user on a Latitude E5410 who is getting the following message when she logs in:
"Your battery is able to charge normally. However, you may begin got notice reduced operating time because your long-term battery life is decreasing."
08:05:07 ProSupport Hobey Verbryck
We can definitely take a look at that!
08:05:17 ProSupport Hobey Verbryck
How long does the battery stay charged?
08:05:52 ProSupport Hobey Verbryck
Usually you see that message at the rough half-life of the battery, but you never really know since it's not a definitive thing since a batteries life is determined by the number of times it has been charged
08:06:11 Paul Weir
She says a couple hours
08:06:16 Paul Weir
Maybe three hours
08:06:38 Paul Weir
It is usually plugged in
08:07:22 ProSupport Hobey Verbryck
All right
08:07:32 ProSupport Hobey Verbryck
That sounds a little goofy then
08:07:42 ProSupport Hobey Verbryck
Usually you see that message when the battery is older
08:07:47 Paul Weir
You're telling me.
08:07:47 ProSupport Hobey Verbryck
that battery sounds like it has a long time left
08:08:03 Paul Weir
Why is the message coming up now I wonder
08:09:07 ProSupport Hobey Verbryck
Well, that message is a funny thing anyways. It's designed to let you know that batteries do eventually die, and I can honestly say it is not perfectly predetermined when it pops up. Since the system is about a year old, I would say that if the end user keeps up the same amount of use the battery should be good for 2 more years
08:09:37 Paul Weir
Can we get a new battery just to make sure?
08:10:57 ProSupport Hobey Verbryck
Potentially. Batteries are covered under a 1 year manufacturer warranty as a consumable item. I'd need to get the serial number on the battery to look it up. Technically the system is just over a year old, but as long as the battery isn't much older than the system I might be able to get it approved. But if it's a battery from a different system swapped out it could be much older and too far out to get an exception.
08:11:31 Paul Weir
OK, where is the serial number on the battery?
08:11:53 Paul Weir
Can you write out the steps to find it?
08:12:17 ProSupport Hobey Verbryck
should be on the under side
08:12:22 ProSupport Hobey Verbryck
it's 20 digits
08:12:32 ProSupport Hobey Verbryck
and starts with 2 letters like CN-0...
08:12:37 ProSupport Hobey Verbryck
so you do have the take the battery off
08:13:23 Paul Weir
OK, I will get the user to get this info right now
08:14:32 ProSupport Hobey Verbryck
sure thing
08:14:37 ProSupport Hobey Verbryck
Do you just want to email it to me later?
08:14:52 ProSupport Hobey Verbryck
or are they available now?
08:15:00 Paul Weir
She is available now
08:16:28 Paul Weir
She is looking now
08:17:11 Paul Weir
KR-0RM661-71274-07A-0D65-A00
08:17:43 Paul Weir
Is that it?
08:18:17 ProSupport Hobey Verbryck
that is the right format
08:18:17 ProSupport Hobey Verbryck
Let me dig it up
08:20:17 ProSupport Hobey Verbryck
It does show a little older than 1 year, but I talked to my manager and he says we can replace it as a one time deal. Would you want to get it replaced?
08:21:18 Paul Weir
Yeah! Thanks!
08:21:27 ProSupport Hobey Verbryck
Address?
08:22:42 Paul Weir
1233 Janesville Ave
08:22:46 Paul Weir
Fort Atkinson, WI 53538
08:22:56 Paul Weir
The company is Cygnus Business Media
08:23:00 Paul Weir
care of Paul Weir
08:23:42 ProSupport Hobey Verbryck
Give me 3-5 to finish it up for you. =)
08:23:50 Paul Weir
Thank, Hobey! You are the man.
08:27:37 ProSupport Hobey Verbryck
Service Request is 842294934
08:27:42 ProSupport Hobey Verbryck
I am sending you an email with my contact information in case you have any additional issues. Don't hesitate to contact me if you need anything!
08:27:42 ProSupport Hobey Verbryck
Were there any other systems having issues or anything we could've done better for you today?
08:28:03 Paul Weir
Is there a way to disable this warning for the time being?
08:28:22 ProSupport Hobey Verbryck
It will pop up a couple of times and will go away
08:28:30 Paul Weir
OK, thaks.
08:28:37 ProSupport Hobey Verbryck
Thank you for choosing Dell. I hope you have a great day! You may close this chat at your convenience.
08:34:14 System
The session has ended!