Aurora R16 received defective out of the box

I recently purchased a top of the line Aurora R16 that was defective out of the box, After trying several possible fixes with support with no lock, I was referred to the Replacement team. They informed me that I would have to send the defective device before they can ship out the replacement, I explained this is my work computer and I cannot ship it and wait 15 days for a replacement to be sent to me. They later agreed to sent me the "new one" but I would have to provide a credit card for them to put a hold for the value of the defective  $3,600 dollars. Not only did this sound insane to me but I do not have enough credit on my card to authorize a $3,600 dollar hold since I literally spent nearly $5,000 dollars on Dell a few days earlier. The replacement team proceeds to inform me that since I cannot authorize the hold for another $3,600 dollars they will be providing a shipping label for me to return the device first and then they will ship out the replacement. I've read so many horror stories online about out of the box damaged product being replaced with refurbished ones that I have no idea what to expect. They rep keeps assuring me it will be a new system but this guy seems to be working put of a pay phone in India, I can literally clearly hear motorcycles and cars non stop in the background, this giy has no clue what Dell will actually send me. Can I get some help please, Is there any US based customer service or escalation team I can speak to and get things expedited.