AGA problem, missing cable

Question

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

RyanBY · Accepted Answer

I purchased the AGA direct from DELL. It came without the cable and DELL was not able to fix this for me. That is how DELL lost a customer.

crimsom · Answer

Hi @RyanBY came across your thread when looking to help another user to find the Special Proprietary Cable for Alienware Graphics Amplifier (AGA) on the internet. Did Dell provide your 'missing' AGA cable and does it have a Dell Part Number that we can search using DP/N ######.

AGA cable should be listed in Dell's internal catalogue. @DELL-Cares @DELL-Chris M

Special Proprietary Cable for Alienware Graphics Amplifier (AGA)

Is there a way to purchase another cable for the graphics amplifier? - Dell Community

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DELL-Chris M · Answer

The NPY83 AGA PCIe cable is no longer available to send out for the EOL (end of life) 2014 released AGA. We never found out from where he purchased the AGA.

crimsom · Answer

Hi @DELL-Chris M  thank you for DP/N NPY83, 0NPY83 information. Currently Dell does not sell their AGA, but its still being sold on the internet, example Amazon.com: Alienware Graphics Amplifier (9R7XN), Stealth black : Electronics

RyanBY · Answer

No DELL did not help me. I purchased the AGA (Alienware Graphics Amplifier) and new graphics card to use with one of my Alienware laptops and it came without the DELL cable. DELL said they were not able to send me one, sell me one or help me obtain one. They told me the only way I could get the Cable was to buy another AGA. I had been traveling overseas for work when the AGA arrived and so it was past the time period where I could return it when I got home and opened it up only to find it was unusable without the cable. This was extremely disappointing. I used to spend $10,000 - $20,0000 a year with DELL for my small business, plus $5k + on personal purchases. DELL lost a long time and loyal customer.

crimsom · Answer

Hi @RyanBY thank you for sharing update that AGA was purchased from Dell. Dell first tier should have escalated your Service Request to tier that can authorise supply of the missing six foot special proprietary AGA cable DP/N NPY83, 0NPY83. Shame on Dell. @DELL-Cares

Alienware

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