Dell XPS – Accidental Damage Claim Not Resolved

My Dell XPS is covered under Accidental Damage Protection. After a spill, Dell sent two technicians on two different days. The first technician didn’t have enough parts to complete the repair. The second technician refused to connect the battery because it had visible water damage and was unsafe.

Dell Managers Kevin and Richard have since refused to replace the battery, saying it’s “out of warranty.” But this is not a warranty claim — it’s an Accidental Damage Protection insurance claim. Clause 3.2 requires Dell (on behalf of AIG) to either:

• Repair the product to its equivalent condition before the damage when possible and economically viable, or
• Replace it with a new equivalent if repair isn’t possible.

Right now, the laptop is unsafe (battery disconnected) and was returned with rust, oxidation, and residue. This is not “equivalent condition before the accidental damage.”

Community input needed:
What’s the best next step to escalate this — Dell support management, AIG directly, or pushing for a replacement? Has anyone faced similar issues with Accidental Damage claims?