Going to call Dell tomorrow, do I need to downgrade my 11.5b drivers to Dell default drivers before making the call?

Hi,

I am calling Dell tomorrow to diagnose if my webcam is missing. Will it void my warranty if they see the 11.5b catalyst driver instead of the default Dell catalyst driver?

My computer is not overclocked at all. I am just a bit concerned as this driver was not published by Dell.

Thanks.

 

No it will not void your warranty. They are official ATI drivers. Furthermore, you could write your own driver and it wouldn't void your warranty. It's only software.

Dell support shouldn't care as long as you are using official drivers, which you are. Dell hardly ever releases driver updates of their own and the hardware is OEM for the most part, so there's no reason not to update everything on your own.

As for the warranty, you can only really void that by mucking with the hardware (eg. pinmods, anything else that involves soldering, etc...).

 

Thanks for the quick reply.
This puts my mind at ease.
+ rep for you, and have a great day

 

The only thing I will add to what TostitoBandito said is that while you don't have to switch the drivers, if it is a gpu related issue they will make you install the Dell ones or won't provide anymore support until you do.

 

Yeah thats why i suggested that but that was in a thread related to a GPU issue so if your calling about something else i really doubt they would even check but at the same time i dont think would mention it either.

 

I had a service tech replace my mobo while I had a ssd and 16gb of aftermarket ram installed so you should be fine

 

The service guys dont care about anything except getting paid so your always good there and they dont work directly for Dell just contracted by them.

 

About your webcam issue, I had the same problem that my webcam could not be detected, after they replaced my screen. I don't know if the R2 is the same as the R3 but you have to hit FN+F9 to enable the webcam.

 

Update

I called them today. They did not check the catalyst version.

The webcam is physically missing, so I am waiting for them to return a call to me with a solution.

Thanks for the replies, I will update this once I know the outcome.

 

Like there is literally not a webcam in your laptop? Like they forgot to put it in?

 

Yes they forgot to put it in. They told me that they need to change the whole screen to fix this. I am considering to ask them for an external webcam instead, so I do not need to go through all the hassle.

 

OMG that is such Bull!!! I would demand that they get that corrected inmediately!

 

They just need to take apart the LCD panel from the lid, it's not too bad I had it done twice. Once it's taken apart all they have to do is screw on the webcam and connect the cable to the mainboard of the panel. If you have a tech that is not incompetent it should be fine, you should not have to settle for an external webcam because they screwed up. Anyone could do this by him or herself with the manual, heck I could do it myself by memory now lol.

 

Thanks for the reply.

Unfortunately all the techs in my area lack experience of taking apart this model as Alienwares here in Sweden are very uncommon.

All of the three techs that have come to my place were very rough with the machine sliding their rings, zips, screwdrivers etc over my paint (so far no scratch, but it is a very bad way to handle an expensive machine).

Dell will contact me tomorrow and give me a few different alternatives of how they can solve this problem. I will keep you guys updated once I get a reply from Dell.

Thanks again and have a great day.

 

I'm sorry to hear about the bad techs... I had a QC issue with my screen and they sent a guy to fix the panel who had no Alienware experience and even worse, he was a networking guy not a laptop tech. They ended up downgrading my screen to the 900p from 1080p so I was pissed and eventually, 3 weeks later, they sent a tech to give me the proper screen. The only good thing they did was go all out with the replacements like a new webcam, keyboard panel and lid. Also this tech was very familiar with Alienware, even though it was with the R2 and not the R3. He was very good though. You should see if Dell will let you do the replacement yourself, it's quite easy and someone just posted a guide to removing the screen actually. I'll link you when I find it. Anyways, good luck with your machine, hope all goes well.

Edit: Check this out and see if your interested in trying it yourself, props to Inap. http://forum.notebookreview.com/alienware-m17x/587741-m17x-r3-screen-disassembly-guide.html

 

Thanks for the link.
I think the screen assembly is different on the R2, so it seems like they will need to change the screen.

Dell gave me two options today.
1: Get the whole screen replaced.
2: Or to take this webcam instead Logitech - Webcam Pro 9000

I think I may go for option 2 as the techs in my area are crap.

What do you guys think?

Thanks.

 

Get a external camera, the integrated sucks anyway, don't risk losing the screen!

 

Thanks for the fast reply katalin

I will go for the external cam as it is convenient to not have to worry about the tech doing a bad job.

I did not really risk losing the screen, as Dell knows about the RGB led (they said that they gave it to me out of good will , and the replacement screen would be of the same spec they said)

 

I know it wasn't a mistake on their side but I was referring to the fact that in case something goes bad (with his 'dual-core rings' ) you'll have to wait again for another one if available

Cheers buddy

 

Oh right, my mistake on that one, thought you had an R3 for a second.