11 Posts
0
1269
July 31st, 2021 23:00
x17 R1, webcam not working
I purchased an x17 R1 on July 19th that was delivered today. I started it up and during the windows setup it asked me to set up windows hello which I decided to do and lo and behold nothing on the camera but a black screen. I went through the rest of the process and tried opening the camera app and again nothing but a black screen. I noticed that the camera could pick up the light from my phone's flashlight but that was it even after messing with the settings. I spent on hour on the phone with tech and they tried to get the camera to work to no avail and wanted to send out someone to do a repair. I requested a new system replacement instead and was assured that they will not send me a refurbished system given that I have only had the system for an entire day. The tech did that they may "upgrade" my laptop which a better component if the parts are unavailable. I made very clear that I like my configuration and that I do not want the cpu or the display to get upgraded. I went with the I7 11800H and the 1080p 360hz LCD as the I7 has better thermals and the 360hz display has gsync and advanced optimus. If they are going to send a refurbished unit or a configuration that I don't agree with, I might as well initiate a return and repurchase the system myself. I don't mind waiting but I don't want a refurbished unit and I don't want a configuration that is drastically different that what I have. What are the chances they will send me a new manufactured system given that this laptop is only a day old?
DELL-Chris M
Community Manager
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56.9K Posts
1
November 16th, 2021 06:00
Update = After completing troubleshooting, a DELL-Cares agent setup a system exchange.
crimsom
7 Technologist
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6.1K Posts
0
August 1st, 2021 01:00
Hi @patbeerman4ever welcome to this user to user discussion forum. This is not Dell Support.
At splash screen, press and hold down the F12 key to enter boot menu, use up and down keys to select Diagnostics and press Enter, run ePSA Diagnostics to test hardware. This will take about 20 minutes. When tests complete, click on icon in bottom RH corner to enter test menu. Click on option to save test results, you will need this as evidence that this system has faults.
Open your online Dell account and ask Dell Support to create Service Request for you. Say you have days old system, ePSA test result of faults and that online help desk did not fix faults. Within the first 30 days Approval duration you have option to request new replacement system (be very clear that you want a specific specification) or a full refund. Dell Refund policy, New vs Refurbished If new replacement is your remedy, your Dell warranty continues to be active and you may not get a new replacement. After first 30 day approval, the first year basic Dell Warranty kicks in, and repairs may be undertaken using refurbished parts, etc.
Please click on Kudos to say thank you for response from user that is not employed by Dell. Please share an update on progress, so that other users derive benefit from your experience. Thank you.
patbeerman4ever
11 Posts
0
August 1st, 2021 03:00
Everything checks out with the webcam but it doesn't work at all unfortunately. I chose to just get another one rather than deal with a repair given how new it is.