False Advertising for XPS laptop warranty with Dell Outlet

I just want everyone to know that Dell Outlet is clearly advertising their XPS computers with America's Best Protection, just like what comes with a brand new one. I'm not sure when Dell changed their coverage on their XPS computers to include America's Best Protection, but it is now standard 1 year coverage for the XPS computers. The Outlet even states the same thing, so I ordered an XPS 15 L502X last week and they did not give me the warranty that is being advertised. I returned it end of last week out of frustration. I just want to let everyone who has bought a XPS laptop the past few weeks, that you did not get the 'America's Best Protection' coverage that was supposed to come with it, but rather the basic 1 yr warranty. Dell Outlet needs to fix this as soon as possible, or they are going to have many angry customers who thought they were getting the advertised coverage (A.B.P.) instead of just the generic 1 yr. coverage.

 

I just went on the outlet and read the warranty statement and then checked out the warranty offered with the XPS 13. It was completely consistent. I have to be honest, other than ranting, I can't tell what you're talking about and noticed that this is your first post. This is really not a productive use of this forum in my opinion.

 

Bronsky

I just checked out an XPS 13 through Dell Outlet. It clearly shows it's supposed to come with America's Best Protection warranty coverage. Here is a direct link to their page:
XPS & Studio XPS Laptops | Dell

Notice 5 of the 10 models advertised are shown to come with America's Best Protection with the large orange rectangle image over the upper right corner of the laptop screen?

When you go to buy one and it takes you to the warranty menu, it only comes with the standard 1 year warranty. It says nothing about having the A.B.P. coverage come with it, as it's supposed to be the standard warranty coverage for 1 yr. I just bought a Dell Outlet New XPS 15L502X laptop last week and as you can see, you're supposed to get A.B.P. coverage with it. Instead you get
1 Year Basic Support (In-Home Service after Remote Diagnosis) (Included in Price).

So no, it is not consistent with what is being advertised. I know a lot of people have been buying the XPS laptops through the Outlet because of the 20% off coupon that's offered through Memorial Day. Just pointing out that Dell is not backing them up with the coverage they are clearly advertising comes with these machines.

 

Hifi Guy,

Do you have a link to the description of 'America's Best Protection'? Just had a quick peek and couldn't find any detailed info.

If that is equal to Premium Support or any other higher support package, than yes that would mean false advertising. Which is pretty serious in my book, and I would expect it to be a mistake.

Can you PM a Dell rep about this? And please keep us posted.

Snoopy

 

Yes, here links for 'America's Best Protection'. Clearly states every XPS laptop and desktop comes with it and the XPS laptop website on the Outlet page. Notice 5 of the 10 models listed are listed as having 'America's Best Protection'.
Dell America's Best Protection

XPS & Studio XPS Laptops | Dell
When you go to buy one of these models and it takes you to the warranty menu, it doesn't mention anything about having this coverage. It just shows that it comes standard with the generic 1 yr. warranty. It does offer the higher levels of coverage for an additional cost, but does not offer the A.B.P. coverage, which is supposed to come with it for 1 yr standard.

I'm working with Dell to correct the problem. I wrote an email to Michael Dell himself and someone Saturday called me regarding my email. I called this person back and since it's a holiday today, won't be in until tomorrow. I'll keep you posted. Thanks.

 

looks like they are simply reusing images and pieces of the standard pages form the normal sale channels....definitely muddying the waters as to what your actually getting....

doesn't surprise me though coming from dell

 

Hifi guy ... looks like I owe you an apology. The warranty you get at checkout is not what is being advertised. I could not agree with you more, now that it has been explained to me. Good find ... but rather than returning my unit, I would have insisted on what was advertised. It appears that dell owes you an apology as well.

 

Thanks Bronsky...no worries .
I really didn't want to return my XPS but the reps said they couldn't change the warranty once the sale was finalized. Nothing else they said they could do, except me returning it. I told Dell if they offered me a decent discount, I'd consider just keeping it, with the basic warranty. They only offered me $100 discount, which for me, wasn't worth it. I paid almost $1,100 for it plus sales tax here in MI. I could have ordered a brand new one with the A.B.P. coverage, but I really wanted the R+BG LED, which a few are still available in the Outlet only. I didn't see the value in ordering a factory refurb and getting a lesser warranty than just ordering a brand new build for less (with coupons I had) with the better coverage.
What really get me is that Dell posts a 20% of coupon for the XPS's in the Outlet right after I returned it for a Memorial Weekend promo. If they would have offered me the same deal then, I probably would have just kept it. I really liked it and was disappointed in returning it.
The reps who were helping me through this actually agreed that I was correct about the coverage, but they couldn't do anything to fix or change it. They said they had to get a hold of the people in marketing to change it.

Dell contacted me last Sat. by phone a day after I sent Michael Dell an email explaining to him the situation. I will see what kind of resolution they can come up with. I can either wait for the new XPS 521 coming out soon and see what is offered. I hope they carry over that awesome LCD panel with 96% color gamut.

I just am trying to fix a problem to avoid Dell having a bunch of angry customers who bought all these XPS machines in the Outlet thinking they have this coverage, when in fact they do not.
Thanks for agreeing with me about this problem. Have a good one!

 

Wow you're totally right. I bought a 15z about 4 weeks ago from the outlet and it was advertised with America's Best but it didn't actually come with it. I paid an extra $70 (I think) to get accidental damage coverage for a year.

I think I'll have to give dell a call and see if I can get some money back or something.

Thank you for pointing that out!

 

UPDATE

Talked to someone from Dell Executive Customer Support Team (India) about the deceptive warranty advertising. He said that the new build XPS's come with A.B.P. but not the ones in the Outlet, even though 5 of the 10 models on the XPS page show 'America's Best Protection'. He said that even though it shows that, it's available for an extra charge. Also when a person choses a qualifying XPS model in the Outlet and it takes you to the inventory page, it states 'Same as New PC Warranty* and Support'.

He said that it is offered (America's Best Protection) but it doesn't come standard, like it does on a new XPS build. It is an additional charge. Well, that may be, but in my eyes it's very deceptive. I say this because all the customer service reps I spoken with all say the warranty is the same on an Outlet XPS AS IF IT WERE A NEW UNIT. No, it's not the same. You have to pay extra to get A.B.P. for an XPS Outlet computer, rather than having it come standard on a brand new build.

The supervisor offered a $50 credit towards a brand new or outlet purchase. LOL. He said he understands how it looks deceptive, but he said all the advertising goes through their legal team before it gets posted on Dell's website. Maybe I should ask the one Dell rep. who posts on here, Bill, and ask him what he thinks about all this. Thanks everyone for your support.

 

This sure sounds like a class action waiting to happen.

 

Hifi Guy,

Wow, this is disturbing. Dell gave you the corporate run around, even though they know they screwed up.

There have been class action suits on lesser grounds, just saying..........

My recommendation is to document as much as possible (mail, email, fax, notes on phone conversations etc), talk to as many people from Dell as possible, and if you don't get a satisfying solution by the end of the week, well your choice really........

Consumer Reports Video Hub - Electronics - Computers & Internet - Dell Computer Lawsuit

Snoopy

 

Hifi,
that's very disappointing. I definitely think it would be a good idea to see if Dell Bill has any insight on this--from what I've seen of him in other threads he seems very helpful and nice!

 

Hi ewils19.

Yes, I thought it would be a good idea to see if he can help with this situation. I just got the standard corporate response. To everyone who is following this post, check this page out I copied right from Dell's Outlet XPS page. It clearly shows that some of the XPS laptops comes with America's Best Protection. Nowhere do they have any disclaimer that it's not standard but an additional charge for this coverage.

 

Yeah that is very misleading. Keep us updated if you get a response from Bill! And thanks for taking the time to fight this all out with Dell.

 

Hey Snoopy

I've been really good about documenting all my online chats, conversations, etc. It's unbelievable that they will tell you right to your face that you get the exact same coverage as if you ordered a brand new XPS, so when you tell them the XPS line comes with America's Best Protection STANDARD, and even Dell Outlet advertises the same exact coverage on some of the XPS's. (XPS 15 L502X being one of the advertised models that comes with A.B.P.)
Yet when you tell them this, they tell you that even though it's advertised as coming with America's Best Protection..it's not STANDARD coverage, rather than optional. Nowhere on any of the pages on Dell Outlet that advertises A.B.P. to qualifying XPS models, make any kind of disclaimer stating that A.B.P. is available for an additional price. Very, very misleading indeed. I may turn this over to my state's A.G. and have him take a look at it. I send Dell Bill a private message about this situation and hoping he can help me get some kind of resolution/satisfaction from Dell. Thanks for your post and information.

 

I think Dell Bill is on vacation. That is probably why you haven't heard from him.

 

Vacation? He's not supposed to take a vacation! Thanks for the heads up. I look forward talking to him about this and trying to get it resolved.