My Brand-new MSI Laptop Fails to Fully Charge

I can't seem to find anyone who is responsible in MSI Customer Service. I bought a new MSI laptop, but ever since I got it, it won't charge past 80%. I called a service center that was authorized and waited on hold for 30 minutes to talk to someone from technical support. They said that if I activate the battery in the MSI Center, the problem will be fixed. They also emailed me instructions on how to do it. But the MSI Center interface on my computer is not the same as what was described in the email. I tried to reach out to ServisPoint again, but I couldn't get in touch with the same employee, e*** k***. Someone named M*** from customer support told me that they couldn't help me over the phone. They suggested that I email them instead. Maybe they are in the same place, and e*** k*** just didn't feel like answering the phone. I tried to reach out to another technical specialist, but nobody picked up the phone. Maybe the issue could be fixed quickly if we talked on the phone, but it seems like the employees at MSI ServisPoint aren't interested in solving problems or doing their job.