XPS 15 (L521x) - Unable to Add Accidental Damage Coverage(??)

After spending most of my afternoon on the phone with Dell (unfortunately never seeming to be able to get a straight answer), I finally decided that - rather than continuing to bang my head against the wall in frustration - I should do my blood pressure a favor and ask the experts!

Here's the situation:

I purchased an XPS 15 (L521x) today and was rather pleased with my purchase – until my bubble was abruptly burst earlier this afternoon.

I’ve been a Dell customer for over 10 years, and have been relatively pleased with my experience – with one caveat, however. Having a background in engineering and being relatively knowledgeable about IT – with a few certifications thrown in here and there for good measure – having to deal with Dell's technical support has been...for lack of a better word...excruciating; so much so, that I swore I would never purchase another Dell unit again!

But then I heard a few clients talk about their experiences with the US-based ProSupport team. With that, I decided to give Dell a call and was transferred to the Small & Medium Business (SMB) team. I had one concern though: Accidental Damage. After speaking to a rep, a supervisor, and a manager, I was continually reassured that that the ProSupport warranty does indeed cover accidental damage ("100% guaranteed!"). Relaxed, I decided to make my purchase.

Sadly, my relaxation was not to last. After telling a colleague about my exciting new purchase, I was told that I was "sadly, sadly mistaken". He told me that he, too, was told the same thing, but soon learned otherwise.

After purchasing ProSupport, he found out (the hard way) that you can have either US-based tech support (via ProSupport) or Accidental Damage coverage - but not both. For those units that ProSupport is offered, Accidental Damage coverage is not offered – nor can you add such coverage later. For reasons that no one can quite comprehend, apparently, never the twain shall meet...

Has anyone here run into this situation before? Is this really true?? Or is it just this particular model?

 

Dell reps have quite a reputation for getting things wrong... If it is true im sorry to hear and only suggest that you ring dell up and see if they'll do anything. Otherwise i would demand for a full refund, they'll soon be able to do something for you.