Does AW charges anyone for Replacement Hold?

Okay, first after 1 hour on the phone with CS about my M9750 battery being dead, they finally said that they will send me a new one. I am still under the warranty and they did told me that I won't get charged for a replacement. Now, the CS ask for a credit card hold, in return of the old battery. He never mentioned about a charge until I check my acct today and found that there was a $63.32 charged into my acct. Also I receieved an email of an order status for the battery? along with an RMA #.Is this correct is AW supposed to do that and said that I ordered a new battery then refund back my money when I return the old one? Not sue anyone have the same problems. Also their Customer Service really needs help. I have to repeat my personal info over 3x and my name 3x before they know who I am.

 

Taken from their site:
Alienware also offers, along with its Limited Product Warranty, the possibility of onsite replacement of defective components. Please check your invoice to see if your warranty includes onsite replacement. If we, Alienware agree that a system component(s) should be replaced by an onsite technician, we will then send the replacement part(s) to you and request that you send us back the defective component(s). We will require a valid credit card number at the time you request a replacement part under this option, but will not charge you for the replacement part as long as you return the original part to us within five (5) days after you receive the replacement part. If we do not receive the original part within five (5) days from the date you received the replacement part, we will charge to your credit card the then-current standard price for that part.

 

This is fine and is a way for you to get your replacement part faster.

You have two options:

#1. Send your item in, and wait for them to send your replacement out.

#2. Have them charge you the cost of a new item and send it to you immediately usually with a return mailer for the old item. Once they receive the old item, they credit back the purchase price to your account.

I did this a few times with Alienware with my M-ALX and it worked out fine and allowed me to get the replacement (or swap) parts faster.

 

I've done this recently when I asked them for replacement heatsinks for my m9750.

What they do is display what they are sending you and the cost of the item on your myHive account, but they don't actually charge you unless you don't return the defective product within a certain amount of time. Typically 4 days after recieving the replacement. IF they do charge you (check your credit card or whatever you used for original purchase) the charge gets reversed once you send the defective item back. The myHive display will always show items you have called in for replacement regardless of whether or not you were charged.

 

Sorry to hear about your bad experience with our customer service support. As some of the members here stated, it is not an actual charge to your credit card, it is just a hold to secure the old component is returned to us, once it is received, the hold is released. If you need further assistance or additional information, do not hesitate to contact AW James or myself.

Thank you.