I have a Dell XPS 15 9570. After using it for several years, the battery could not hold any charge anymore and would not turn on/immediately shut off when not connected to power. This was not too big of a deal, but recently I decided that I wanted to use my laptop in situations where access to an outlet is not guaranteed. So I bought an expensive new battery from the Dell store and installed it.

Now here is the problem: The computer shuts off every time the battery drops below 20 % when not connected to a power source. I can then turn it on again and it works (how does that make sense?!), but it will not charge. I have to wait until it is completely discharged. The computer would then charge to 100 % and then I am having the same issue. I called Dell about it and their customer service was unhelpful and not willing to listen to the details of this problem and how I think it is more a software problem than a hardware problem (because the battery can charge, hold the charge and supply the laptop with power, just behaves weirdly below 20 %). So I they exchanged the battery but it is the same problem, so it is also not the battery that is the problem.

Does anyone have similar issues or can point me in the right direction? I am very confused and to be honest, disappointed in Dell Customer Care.

Edit: Drivers are up to date and changing settings in the power settings of MyDell is not doing anything. When I connect the computer to power when below 20 %, the white LED under the keyboard is turning on for like 2 seconds, then turns off.

Thank you!