Urgent request for resolution, Alienware Aurora ACT1250 exchange issue

Dear Dell Support,

My name is Qiao Yue, and I’m contacting you regarding an issue with my Alienware Aurora ACT1250 which I purchased from Amazon. Upon receiving the device, I discovered it could not be powered on. I reached out to Dell Support, and an agent helped me initiate an advance exchange. I submitted all required documentation, including my credit card information. After completing the credit card authorization the first time, I was told the link had expired despite a $1,800 hold being placed on my card. I was then asked to resubmit the payment, which I did. However, I was subsequently informed that the exchange request had been rejected. At this point, there are two separate $1,800 holds on my credit card. I am requesting that Dell urgently review this case and provide a clear explanation for why the exchange was rejected. I also ask that you resolve this situation immediately by proceeding with the exchange and releasing the first $1,800 hold.

Thank you for your prompt attention. I look forward to your response.

Best regards,
Qiao Yue