I have been a loyal long time Dell/Alienware customer for years having spent well over $100k USD on PC's, Laptops, graphics cards, printers, etc for personal and business purposes over years.  

I recently purchased an AGA (Alienware Graphics Amplifier) and new graphics card to use with one of my Alienware laptops. I was traveling for work when the package arrived and when I got home and went to set it up I found out the the amplifier box did not contain the special proprietary Alienware cable that is required to make the amplifier work.

This special cable is the only way I can use the Amplifier, the cable was not in the box with the amplifier and because it is a special proprietary cable that you cannot buy from another vendor NOR can I even buy the cable apparently from Dell. Basically I spent $1k and did not receive my full order. Oh and because I was out of town and did not open the box within 30 days of the order, I cant return it. 

I sent emails, tried chatting on the Dell Website and getting no where I went ahead and called customer service. What a total nightmare. I spent the past 5 hours on the phone being transferred from Dept to Dept. Sometimes I was told they could help me and put me on hold, in one case I waited 45 min on hold with the Alienware Dept only to have someone pick up the phone say something in another language and hang up. After another 1/2 hour with Alienware the new rep said they had to transfer me to sales and they would send me the missing cable, instead I was transferred to the operator who refused to transfer me to sales because I was not "buying something" and then hung up on me. 

Of course with each of the 20 or so different people I spoke to or was transferred to today, I had to repeat my order number each time, confirm my name, spelling, email, address, etc OVER AND OVER AND OVER. 

I finally was able to speak to a supervisor who put in a request that I get the cable but "could not promise the request would be approved". I am beyond at a loss for words at the idea of this and extremely frustrated, I maintained my calm and did not yell, but this entire experience has me very upset at the absurdity of it.

All I want is what I ordered and paid for. If Alienware/Dell is going to make a special proprietary cable a requirement to use the products they sell, then they should have a way to get said cable to customers. FYI - the supervisor told me they cannot send me just the missing cable, they have to send an entire new Amplifier with the cable hopefully included and then I will have to ship the original back to them. This is so overly complicated, cumbersome, absurdly bureaucratic. 

If this is not resolved correctly and quickly Dell will have turned a loyal, long time client who buys all their computers, printers, etc into an ex client. 

Sincerely, 

Ryan