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This is a common problem. It may be that the charger is dammaged. these Dell chargers have a micro thin communication cable in them that tell the charger to charge the battery. this micro thin cable can often break. Its use it to prevent the laptop battery from over charging, but if it breaks or becomed broken inside tha charger cable, then the laptop simply won't get the charge signal and the battery won't charge. If this is the case, then you will need to replace the charger with another Dell charger compatible with your laptop
The charging circuit requires an ac adapter with an intact sensing pin in the center of the Adapter barrel plug that connects to the computer. If the pin is bent or broken, the charger is disabled.
If possible, try a known good adapter from another D or E Series Dell Portable. If a KG adapter charges the battery, replace the adapter. If it makes no difference, then replace the motherboard
We are talking about the main battery / not cmos battery?
Does charger lamp illuminate?
If so ensure plugs are securely pressed in to Laptop and charger.
If charger lamp does NOT light up try a different wall plug.
Surely Dell would have tested that battery and charging before returning.