(upbeat music) (gun fires) (upbeat music) - During our first Secret Shopper mission, we challenged each of
the PC system integrators to solve a simple routine problem. A single stick of RAM that
had come loose during shipping causing well, half of the
system memory to appear. This time, we are upping
the anti loosening every single stick of
RAM causing the systems to not even turn on. Let's see if our system
integrators tech support is up to the challenge. Based on the fact that this video clip we're about to sit
through is two hours long, I'm thinking some of
them didn't do too well. You does do well? You, when you buy dbrand. This drop is only gonna be a live for another 24 hour suckers. So if you want either the
sticker bomb or the Linus face, you're gonna have to buy it right now. They're merciless, they're
gonna take it down in 24 hours. Go, hurry up. - Or you can just get a regular one. - No, these are the only cool ones. (table banging) (machine beeping) (upbeat music) (machine beeping) Now funny thing we had intended to do the same troubleshooting
scenario as last time with just one stick of memory out, the problem is that some
of our vendors like Dell, only put one bloody stick
of memory in the system. And that wouldn't be fair
to them versus the ones that did install dual channel memory. - [Tech Support] When
you start the computer, do you at least see the Dell logo, ma'am? - I mean, she did just
tell him that the screen doesn't go on, so how
would she see a Dell logo? - [Sarah] I do see the Dell logo. - No Sarah, that's the wrong Dell logo. - Okay, that's not, oh, no! (man with blonde hair laughs) - Sorry, I thought you meant
the Dell monitor on the PC. I actually don't see the
Dell logo on the monitor. - I mean, look, it's his job
to help people like that. - Yeah, yeah. - [Tech Support] Unplug the
power cord from the back of the computer tower. - And we're six and a half minutes in. - We have an unplugged computer. - [Tech Support] Please press
and hold the power button on the tower for one minute of time, without the power cable. I'll let you know when to release it. - She's still holding it. - Oh my God, she's been
holding it for two minutes. - Yeah.
- Okay, here we go. - So you can see on this Dell, it actually uses an LED indicator
for the BIOS error code. - [Tech Support] Will you
please tap the caps lock again on the keyboard and see if the caps lock comes on and goes off. - But I mean, he just had her
reset it to diagnostic mode, why didn't he just have her
look at the indicator light? - I don't know. - [Tech Support] Read me the
exact message when it shows. - Yes, sure.
- So he's asking still on the monitors, six minutes in. - How are we still on the monitor? - [Tech Support] I mean,
the behind the monitor, there'll be two display ports.
- Oh my God. - [Tech Support] One is display in, I hope it is connected to the DP IN. - Yes it is.
- we are still on the monitor. - And he's saying there's DisplayPort out. - There's no DisplayPort out. What monitor has-
- on any monitor. - Which monitor has
DisplayPort pass through? I can pretty much guarantee there is none. - [Tech Support] Behind the tower, at the place where you have connected, please check if there's any other port, any other display port. - which is not a terrible
troubleshooting step. - Yes, but this computer only has one. I think this GPO only had one DisplayPort, one HDMI and then the DVI?
- Yeah you're right. - No, there's isn't. - [Tech Support] Will
you please connect it. - Lookup the (indistinct) order. - I think he did and he's
still reading up the same log. - Well, he's still trying to getting us to do things we don't have and asking what her name is. - Not to mention, it's Dell. So he has a service tag that
shouldn't be leading him to the exact model. - [Tech Support] Usually
in case if you have put, I mean if the moni-tower
has a graphics card then it will have a
different output, ma'am. - This motherboard doesn't
have onboard video ports. - Doesn't have any other
DisplayPorts either. - There is one DisplayPort output. - It seems to be plugged into that one. - Okay so we're at 90 minutes in, still working on the monitor. - Can I just say for a moment? That it is filling me with rage to see this error code flashing
on the front of the tower the entire time
- Yeah (laughing). - It's still going
- We're sitting here. It starts in the groin and
it works its way up to vomit. - Keep your groin to yourself. - What is he even
waiting for, for so long. (air whooshing) Oh my God. - Oh, he's back. - [Tech Support] I mean
when I check my resources, I see that a few more
DisplayPorts at the back ma'am. - No, no, no, no. - So what was that? He sat there for a
minute trying to find out and there's only one DisplayPort on this computer. - [Tech Support] The power
cable is at the bottom, I'm I right? - Yes. - [Tech Support] And right above it, what I see here is there
is two DisplayPorts, one HDMI port, and again,
there's a display port and a VGA. - Just slap me, just slap me. - Can I actually? Here I'll use this. - She must be dying, like
she must be just, thanks. Aw! (laughs) Like what is up with Dell
and just these long pauses? You even remember that from last time? - Yeah. - [Tech Support] Are any plastic keys on the keyboard missing? - There is not. (notification ping) - There's like messenger notifications. It's almost like he
was talking to somebody who was like level two
support in the background, and then relaying that information to us. - Okay. - But just read the fucking code. - [Tech Support] Is it steadily lit? - Yes, it is. - Here we go. - It's definitely lit.
- He finally got that 25 minutes in. - It looks blue. - Here we go, here we go, here we go. - [Tech Support] Okay, yup. - Here we go, Dell! - She's looking at the wrong LED though. - She's not wrong. - It is blue.
- It is, there's a blue LED. - I mean if you have a chassis, and there's a big LED and
then just a little one. - Yep. - And you're asking about the little one you should probably clarify. - Yeah, that's not unfair. His picture of this system
in his documentation though, probably isn't lit up. - Yeah. - That's a tough one. - [Tech Support] On the
power button, keeps blinking, or if it blinks in a pattern, please examine.
- There we go, blinking pattern.
- But now the computer's off. - Here we go, here we go. (upbeat music) - It is blinking white and then it just stopped blinking white. Now it's blinking orange. - Crazily, 25 minutes to that almost was after he had us go through the step to turn on the diagnostic LED. - [Tech Support] Will you please let me know the count ma'am? How many times orange and how
many times it blinks white? - Okay, it looks it just
blinked five times white. - [Tech Support] Five times
white and two times orange? - Yes.
- No. No. Oh, Sarah. (upbeat music) - Actually try four blinks
white and two blinks orange. - We can't blame Dell for that. You know if she can't count like what? (man with blonde hair laughing) - Yikes. - [Tech Support] Will you
please connect the monitor and the keyboard, ma'am. - Yes - Why are we connecting
a monitor and a keyboard when you have a post code? You
have a diagnostic post code. I'm looking it up right now. I bet I can look this up before he does. Here we go, here we go. - [Tech Support] Now,
the procedure is as soon as you turn on the computer, press and hold the Ctrl+Esc keys ma'am. - Ctrl+Esc keys, we already confirmed the
keyboards not working. - Memory/RAM failure there I'm done. Right there, DELL-Chris
M Community Manager has got me covered. It's like poor Sarah's like okay. I got my power button here. I got my keyboard shortcuts, there I got. The monitor works! I mean, someone called me up and was like, "Yeah, my monitor works
but I can't count to four." (man with blonde hair laughing) It's okay Sarah, you did good. - [Tech Support] I see the problem is with the motherboard, ma'am. Maybe since- - The problem is the motherboard. No, I don't even wanna hear it. Okay, but. - According to him, that error code is a
motherboard error code. - Here we go, some XPS RAM. Something else, RAM. Imagine this, you are a Dell engineer.
- Yap. - You worked hard to make
this system output error codes that are meaningful and helpful and make this guy's life easier. And he will refuses to use it. - It might be an internal policy. If it's a RAM error, they're
like they just default. We don't wanna explain to them as memory. - Do you think that there's
something disconnected maybe inside that I would
just be able to fix now? - She's got this horse, she
got the water right there. She's like, come on horse. drink it down there now! Drink! - [Tech Support] It's the
system board itself, ma'am. So the connection on
the board is the fault, has gone wrong. So it has to be sent to the depot ma'am. - Bottom line, Dell took 35
minutes to not fix the problem, waste our time not having
our system for a week, two weeks, we don't know
to return it to a depot. And this was all something that a level one tech
support person should have been able to walk us through. - Like you already
verified right off the bat that this is a system issue. If it's not posting it's
not gonna do Caps lock, it's not gonna do landmark. - I do wonder if Alienware Support would have done a better job? But then maybe Dell should
have sold us the Alienware. - Yeah.
- So? (machine beeping) - [Tech Support 2] Thank you
for calling HP premium support. My name is (beep). How can I help you? - This system with one memory popped out it didn't just not turn
on or didn't turn on and like not do anything. It was like power cycling. - That can happen. - Yeah.
- You never know, yeah. So it was very apparent to
her like this is a problem, like there's something
wrong with the computer. It's not just like a monitor issue. - Well, it should have been
very apparent to Dell too because they have a
blinking light on the front that tells them what the problem is. - [Tech Support 2] Press
and hold the power button for about 20 seconds. - All right. - So she's booted into
diagnostic mode now. - It is making a beeping noise. I don't know if you can hear that. - [Teach Support 2] Okay. - That chick on the phone
is listening for the beeps. She's not even taking it from her. - She's got this, I believe in her. I'm rooting for her. - Okay, it sounds like
there was three long beeps and then two short beeps. - [Tech Support 2] Okay, all right ma'am. So that does usually indicate that there is a hardware issue. Most likely, it is the memory module. (men claps) - Good job. - This chick is awesome, give her a raise. You won't, but do it. - [Tech Support 2] We might
have to send the computer for repair, but before
that you can try re-seating the RAM chip. So is that something you can do? You can try doing that. (man wearing suit claps) - She's so good. She just like nails it at every stage. - And I like how nice
she's about it, she's like, "I think we should send it back but if you think you can
do it, you can try it." - She's not putting any pressure. - [Tech Support 2] So
that is the access panel, so you will have to remove that. - Okay, how do I go about doing that? - [Tech Support 2] Right, so
try lifting it a little bit. So I think it's better
if we can just send it in for the repair. - She's turned default to the repair 'cause she can't get the panel
open, which is cut up there. - Yeah, I would probably do the same thing if someone can't open a side panel. I'd be like- - This one's a little weird though. You have to like push a button- - I know, I do remember that. - But I think she's looking. Come on Sarah. - Oh, wait, there is a button on the side. I just pressed it. - Yeah, there you go. Okay, but the computer is
still on and plugged in. - Should I turn the computer off and... - [Tech Support 2] Yes,
you can turn it off. I will be able to locate
the memory chips for you. - Look at that confidence, I will be able to locate the memory. - So I have the access panel
away from the computer now and I can see the internal stuff. (Sarah laughs) - If I was tech support right now, I'll be pretty uncomfortable
instructing this person to like take out and put back in memory. But hey, if the customer wants to do it. - [Tech Support 2] So you
can remove it completely, re-insert that one. And then we'll try
powering on the computer. - All right, sounds good. - It's too bad nobody instructed Sarah to take the whole panel off the thing. - Made a snapping noise does
that mean it's clipped in? - [Tech Support 2] Okay. - Okay, this computer's been
plugged in the whole time. She told us to power it
off after we asked her but didn't say to unplug
it. That's pretty important. - It's pretty important,
especially on like older systems. - It is still making beeping noises. I'll turn it off again-
- [Tech Support 2] Okay. - And to try one more time maybe. - She didn't install
the RAM stick properly. And it's still beeping. - Because she only did one side. - Yeah. - [Tech Support 2] Okay,
so we'll try one more time but, so if it doesn't work, I will be able to set up the repairs. - Sounds good. - Who's that guy on the background?
- Hey, hey, look at this guy? - You can't stand like that. - Did she just dropped the memory? - Yeah (laughs) - Must have been my influence. - My aura- - Is that the one you threw? That RAM stick has been through a lot. - Now she should have told her make sure you snap both sides- - Oh, she did the side panel up, hoo! - Hey, there we go. She got it. (man wearing
suit claps) There it is. All right. That was a punchy RAM snap,
but I'm okay with that. - No, it sounds good though. - I'm gonna try turning it on again. - Okay, so you can turn it
on without the panel on. Oh boy, there we go. - Guys you gotta remember,
Sarah is not only trying to do something that
she's not that comfortable or familiar with, she's
trying to appear on screen and have a phone call.
- And have a phone, while also bamboozling
the person on the phone. - This is harder than it looks. - Yeah. - Okay, it looks like it's turning on. It says it's preparing automatic repair. - Hoo!
- All right. - That's like 14 minutes
or 14, 15 minutes. - Totally acceptable and way better than sending it back to the depot. HP really came through here, meaningful troubleshooting steps, reasonable hold times,
good responsive interaction with the agent. - Using their text like they're
built in BIOS functionality. - I've given this an A. - Yeah, that's very good. - You know what A- because
she should have provided more clarity on how to
plug the memory stick in and you're right, she should have had her pull the power plug. - I think a B+. - Fine, B+. - [David] A-! - I'm going A-. - Alright, fine. - I liked her attitude. (machine beeping) - Turns out this computer
didn't actually boot. We wanted to make sure that
they were actually working before we call tech support. And ensure enough, it didn't
post so I received the RAM then it was fine. - That shows you how common it is. - It is legitimately an issue. - [Tech Support 3] So
first of all, what port are you plugging in? Like HDMI? DisplayPort, VGA? - It's DisplayPort.
- [Tech Support 3] DVI? - Okay, good starting step, solid. That's an A response. - [Tech Support 3] In this
case, you either have a dead GPU or the GPU is not fully
seated in the slot, all the way, let's hope it's the latter. - That's a lot of confidence. - That is that is a big fool. That's a big assumption there, sir. They're not using like a
metal bracket to keep the GPU in place like the tier one.
- But this one came at the foam. - They do, but they can still come loose. That foam is not gonna guarantee it doesn't come out at all. That foam is to make sure
that if it comes out, it doesn't go flying around in the case. So, he's not right. But I can understand why he did that. - [Tech Support 3] It
may be the motherboard, it could be the RAM as well. You can try and see if
you re-seat the RAM. (man with blonde claps) - We're only six minutes
in and he is telling us to re-seat the RAM, but
he's already 24 minutes behind the eight ball because
we're on hold for so long. - [Tech Support 3] Same with
all other internal connections like the 24 pin power. - What does that mean? I don't know anything about computers? (man with blonde hair laughs) - Check make sure my connections are- - Keep your internal
connections to your self. - Check my connections here. - What should be the first
thing that I should check. - what a great question, Sarah. - [Tech Support 3] I would
check the power connections. - Okay, and where are the power- - [Tech Support 3] And
those are the bigger cables. Like the 24 pin is the biggest
cable you see right there. - Okay. - Yes, but that's also like the AIO that's a pretty big looking table. - Yeah, it looks like those
are in properly which is good - [Tech Support 3] Okay, yep. - What's in that? - [Tech Support 3] And
then the GPU as well. - He just doesn't really
seem like he wants to be on the phone with me. It could be this could be that. - [Tech Support 3] What
about the slot on the GPU, is it fully seated in there? - Okay, that's a good question. - Yep, it looks good, feels tight. (Sarah laughs) - [Tech Support 3] I
mean, you could also check the cable too. If you have a different
standard, if you have like HDMI, it could be the ports dead
on whatever DisplayPort? You should have multiple
DisplayPorts as well. - That is a good troubleshooting step. - Yeah, DisplayPort can be a torment. - Yeah. - Anything else on the
inside that I should try? - Sarah is helping them out a lot here. - [Tech Support 3] As
long as the Board and GPU and everything is getting power it should give you some sort
of visual on the screen. (man wearing suit laughs) - Yeah, no, there's no visual. I haven't tried the RAM yet. - Sarah, you're helping him too much. - [Tech Support 3] So you
need a hit the little clip, pull it out and then
align the notch again. Click it back in, 'cause
it'll make like a click when you put it back in. - Okay. - Okay, good instructions. - Second one. (man wearing gray suit laughing) - Sarah. - That is disgusting. - That one also mean a click. - [Tech Support 3] Okay, that's good. - Is there anything else I should do? - [Tech Support 3] As
far as the GPU re-seat? That would be the last part. - Go one step at a time. You did your RAM, turn it on. Let's figure out what
the variable was the- - Unless you're in like
an all fired hurry. - Yeah, let's figure out what
variable was the problem. Like it's kind of important. - Should I just try turning it on and see if what I've done has made a difference?
- [Tech Support 3] Yeah, yeah. See if you did the RAM and maybe that. - Sarah you're helping them- - Too much. - Too much. - [Tech Support 3] In the
end this could be an issue with your Board and not your GPU, maybe your GPU is fine. - Why did they go through
these steps multiple times? Why don't we just like, check everything? - Yeah. - And turn it on once? That's not how I would do it but he's not necessarily wrong either. I'm docking a full letter
grade for how much Sarah helped him here though. - Yeah. - [Tech Support 3] Be
careful not to pull too soon or might like electrocute you. - Oh, that's a good tip, though. Don't pull it before you push it. - Yeah. - But, he didn't really
explain that that well. Oh, I the lock is still in,
the lock is still place. Oh, no, no, don't pull it. - She did not follow instructions here. But he should have known to
give better instructions. So like, oh my goodness. - Do a video call. Like what? That would be so much easier. - I think we even made
that suggestion last time. - Who would have thought
computers could be so frigging difficult. (Sarah laughs) - [Tech Support 3] Oh,
yeah, you have no idea. - Just studying them inside, Linus Media Group the headquarters. Yeah, it can be there's
a really difficult. - Mangling a graphics card. I had to watch it in person. - I really don't wanna break it. - [Tech Support 3] Well
you know in all in all it could be broken already, you know. (both laughing) - Oh my God, what kind of a thing this is? - I'm gonna try one more time and then I guess we'll turn it on and see if it made a difference. - To be fair one more time,
you haven't even taken it out yet. - [Tech Support 3] Otherwise,
I'll make you an RMA and then you can have the
system sent back to us. I know it sucks but- - Oh!
- Oh! Ho, ho! - I managed to pull it out all the way. - I think she just
brute forced it(laughs). I'm sorry Sarah, that was rough. - It kind of made a click. - Okay, be gentle. (man wearing suit shouting) (man with blonde hair breathing heavily) - This has been an
emotional roller coaster. - So we're at 25 minutes on the phone, and 25 minutes on hold. We're getting dangerously
close to the the one hour mark. - [Tech Support 3]
Doesn't sound good so far. - So I'm like, what the heck
and I go re-seat the RAM again. And then it works. - I wouldn't call it a fail. - No, it's.
- I call it more like- - Pass asterisks. - Is this better or worse than Dell? - Better.
- Do you think it's better? - Definitely better they at
least diagnosed the problem. - But we could have messed it up more. - In summary, between 25 minutes on hold and almost half an hour on the phone that is dangerously close
to the one hour mark. That took too long and
they didn't ultimately solve our problems. Now, Sarah shares some of the blame for not like looking at that- - I don't think so that's up
to him to do that properly. He should have walked us through properly. - That's true but he did
at least get the diagnosis. - Yeah. - Right in, one of his
guesses was sort of right it was better than Dell - Yeah, he just like shotgun approached it which I don't think is
the way he should go. - Dell was like a sniper rifle. Right on the keyboard and did the monitor. - And then like, we
can't pull the trigger. - We haven't mentioned
in a while, dbrand skins? You only got 24 hours go! What are you waiting for? (machine beeping) - [Tech Support 4] Thank you
for calling CyberPower PC, this is (beep). How can I help you today? - That is the most bored
sounding dude so far. - (indistinct) How can I help you? - [Tech Support 4] Okay, is it at the top where it's surrounded by USBs
or under the audio ports? - Oh, what a great description. - Nice. - Okay, I like this guy, after all. - [Tech Support 4] You're gonna plug into the motherboard, essentially and if you do get a display- - 'Cause this hasn't graphics. You can use this to make
sure the GPU is the problem. - Yeah. - And if it's not, then we
can move on to something else. And now that we've seen both
iBUYPOWER and CyberPower, who packed their systems very similarly, identify a GPU being slightly
loose as a normal issue, it makes sense that they
are both going too well. - Well, and what this also
tells us is if the GPU comes out and it's still not booting
that it's something else. Off the GPU. - [Tech Support 4] Give
you this instructions, just also look at, look the over. - Okay, so he's sending us instructions and then he's gonna talk us
through them on the phone. - Okay. - Well, that's awesome. (Sarah laughing) - I refreshed the page. - So Sarah banged up and refresh the page that Google voices are and ended the call. So now we're talking to a
different dude, unfortunately. Regardless of what the next guy is, if he's not as good, it doesn't matter. It's still a problem, every single one of their tech support should
be at the same standard. - The previous guy that
I talked to mentioned that it could be the graphics card? - [Tech Support 5] Yeah, he's
on the right track there. So I'm just gonna continue with that. - Well, based on their
troubleshooting hierachy or whatever terrain that they have. - Would it be possible for
you to stay on the phone with me while I do this, or? - [Tech Support 5] I wouldn't be able to stay on for that long. As far as removing a video card, there isn't very much that
can be done on the phone. - Yeah, but I'm an inexperienced customer. I want you to help me through it. Even though you sent me instructions. - Like instructions are an aid, not like, okay, see you later. I guess this is how they
answer the phone in 26 seconds. - Yeah, they just like, won't
stay on the phone with you. The previous guy did, but he
didn't seem very like into it. - But he was willing to do it. - Yeah. - I'm fine with that as long
as they're willing to do it. - This must be one of those
like, that you're rewarded by how many calls you get per day. That's unfortunate. You might even have just saved time by just helping us on the phone. - Yeah. Why are they so fixated on
just the graphics card though? - So we call them back, like
we did the graphics card because that's not the problem. But hold for eight minute this time. - That's still collectively left. - Well, clearly he must
have talked somebody through taking the GPU out on the phone. - [Tech Support 6] The
back of the computer, there's a power supply switch, typically. Just put it in zero position. - Oh, nice. That was the first one that's told us to turn the power supply switch off. - [Tech Support 6] Do you know what part your RAM sticks are? - Hey!
- Yeah! - Oh, hey! Oh, what's going on here? - Seems like CyberPower hierarchy GPU, if there's no display, then RAM. - [Tech Support 6] Both of the RAM sticks. There's a locking tab on top,
sometimes on bottom as well. - Oh, ho, ho. - So I guess all we needed from CyberPower was to actually get a computer from them and then we can see the good tech support. - Yeah. - [Tech Support 6] So then you're gonna wanna grab one stick, just one. You're gonna put it back
into the second slot going left to right. - Whoa, whoa! Are you listening to these instructions? - Yeah. - Dang! - He even told us what slot to put it in. - All right it looks
like it's working now. - [Tech Support 6]
Alrighty, why don't you grab the one that's out.
- Okay. - [Tech Support] We're gonna
pop it into the far right slot, so the fourth one going left to right. - You can hear he didn't mention, make sure you get two distinct
clicks on the RAM though. Nobody. - All right, it looks like everything is booted up normally now. That's good. I do have one question though. It looks like one fan
here, the one at the bottom is supposed to be an RGB
fan but there's no color. - Now, that we have the computer fixed. There was a couple other
complications with this one, A, one of the fans was
not lighting up RGB wise, and B, the damage we saw
in the unboxing video. So we're now asking them about that to see how they handled it. - [Tech Support 6] You
wanna open up the metal side and then send me a photo of what's behind. - This is a good idea. Having her send a picture. This is the closest we've
gotten to a zoom call. - Yeah. - [Tech Support 6] You'll see
a set of three pins there. And then this cable is
plugged into a three pin. - Great, it looks like
both fans are running now. - [Tech Support 6]
Awesome, awesome, awesome. - Hoo, all the RGB. - Nice. - [Tech Support 6] I'm just
looking at the photos right now. - So you can see all
the little dents there. - If I was him, I probably like, can you live with this?
- That one's the front part. - Okay, that one's the front one. - The front one, I don't care
about the side panel ones but the front panel being
dented and color some. - [Tech Support 6] So for
this one, I can make a request and see what we're able to offer with it. - So Level 1 Tech support
can't really make a call about like sending $100
dollars with the side panels. They got back to us in like two days, I think was about a day later and said, "We can send you some side
panels, does that work for you? What's the address? Can you confirm?" And they are in the mail right now. - CyberPower gets a B+ from me. - B+?
- B+. - Are you kidding me? - Yeah. - Really?
- Yeah. - He was more knowledgeable than HP jerk. - Yeah, but the problem
is that they wouldn't stay on the phone with us. - Yeah, the first guy would
but I think he was going out on a limb, like he had
answered enough phone calls that day that he was doing okay- - It's clearly not their
policy to stay on the phone and walk you through it. - Yeah. Like the instructions were
generic, not specific. - Overall though in terms
of the training of the reps, you can tell there was consistency there. And you can tell that not
just that but they were, they actually like do this stuff. Like yeah, this little detail, make sure you don't miss that. - Yeah, there's two
notches that might be one on the bottom might not. They probably should be
pulling up the specific system. I really think that could help. But otherwise-
- Overall pretty damn good. - Just stay on the phone
for a few minutes, dude. - Yeah. (machine beeping) 54 seconds. - That's awesome. - Anything under like
three to five minutes, I'm pretty happy.
- Yeah. - [Tech Support 7] Thank
you for calling Origin PC, My name is (beep). How can I help you? - Hi there, I recently
purchased a PC from you guys. And I have it all set up at my desk. - [Tech Support 7] All right
yeah, I just wanna make sure you're plugged into the
graphics card which should be below the speaker ports, the graphics card should have about three
or four connections. - Yep, that's correct. - [Tech Support 7] Easiest
thing you could try would be to remove the RAM and try just plugging in one
stick into the second slot going left to right, there should be four of them. - Did he just go straight
for the RAM one stick. (man in gray suit claps) - Yeah, this computer is
nowhere near the specs of the other one but- - Well all they're gonna
have their own challenges. - Yeah, yeah. - Just tech support weren't
one of them, that's all. - That's what you're paying
the $500 dollar premium for. - Did you count that gift card? Okay, did you factor that in? - No, I didn't. - [Tech Support 7] So just
make sure when you're doing that, that is facing the same direction that it was facing before 'cause
it can only go in one way. And when you're doing it you wanna try and simultaneously get
both the top and bottom of the stick to click
as you're pushing it in. - Oh! He got it(claps). Yes! - [Tech Support 7] So if you
get like the top in first and then the bottom it's
probably not gonna seat properly. - Oh, wow!
- Wow! - What great instructions. I couldn't have said it better myself. - Yeah, you only would if we scripted you to say it like that. - Hey, #LiE-NUS.
- #LiE-NUS. (both laughs) - All right, it made it a click,
it looks like it's in place and it feels like it's in place. - [Tech Support 7] All right, go ahead. Power it on and see what happens. - Great Oh, it looks like it's working. - [Tech Support 7] Alright, so
could be just the RAM needed a re-seat, that does happen. But yeah, you wanna go ahead
and shut it down normally through Windows, unplug the power, and then put the other stick in the slot all the way to the right. - That's not through windows. - [Tech Support 7] And let's
see if it has a problem or not. - Oh, she skips. - Sarah! - Pointless. Cringeful.
- Cringeful. (both laughing)
- [Tech Support 7] Oh my God, they have bacon scented face masks. I'm getting one of those.
- Oh my God, that's amazing. (caller laughing) Oh my God. (Sara laughing) - It all right. I like this little bit of personality. - Is he just like, on
his like email getting like a shipping notification? - [Tech Support 7] Tag me on Facebook. Apparently it's from Hormel Foods. - Okay. - [Tech Support 7] Giving
away bacon scented masks. That is insane. - That's amazing. - This guy is on Facebook.
- He's on Facebook. - He's still showed everyone
else what's up though. - Yeah, yeah. - So I don't even care.
- Also it looks like my PC is- - [Tech Support] So awesome. - Up and running perfectly fine. Now so, great.
- [Tech Support 7] All right. You put in the other
chip, the other stick? - Yep. - Making sure you put the
RAM back in. That's good. You don't wanna leave us with
just a little bit of one step. - Got that in hand holding. - Thank you so much for your help. And also thank you for telling me that bacon face mask flower thing because I need that in my life. - Origin PC. What can I say?
- Wow! - A+, they nailed it.
- So good. - Under 10 minutes, and, - Bacon face mask. - 24/7, A+. Around the clock! - Yeah, we should try calling
them at 2AM and just see. - Yeah, see what the quality of the text? - Yeah, I'm coming to work at 2AM. (machine beeping) Eight minutes- - Eight minutes that's not terrible. - Not fantastic. - Yeah, little bit extended, it's a B-. - [Tech Support 8] You
have order number offhand by any chance? - Yes. Check that order, figure
out what PC it is. - [Tech Support 8] Are you
aware of you're plugging into the video card or the motherboard? - He's probably. - He would have given us more guidance. - Are you savvy, are you not? That's a fair question. And he wasn't rude about it. - [Tech Support 8] Have you
tried unplugging the keyboard just to see if it happens to power on with like, just the monitor
plugged in and the power cord? - Okay, broken keyboard? Yep, totally a thing. - [Tech Support 8] If they
are defective or faulty, they can cause issues with the system. - Explaining the rationale
behind what we're doing, always appreciate that. - [Tech Support 8] On this motherboard it has something called the EZ Debug LED. - He's looking at the specific model. - And there's two of the
lights lit up the first one and the second one from the top. - [Tech Support 8] So
we can check the RAM. - Oh, check the RAM. - [Tech Support 8] The GPU is a little more complicated to check. - Okay, it seems like he
still thinks it's GPU. But he's like, "You can just check the RAM
because it's easier." Which - - That is a valid approach totally, totally valid? - [Tech Support 8] Would
you feel comfortable working inside of the system? - What a great way to ask that. - Are you comfortable? - Are you comfortable? - [Tech Support 8] Okay,
so what we're gonna do is we're gonna shut it down. Remove the power cord from the computer. And then lastly, hold
down the power button for about 10 seconds to
drain the residual power from the system. - Did you hear that from anyone else? That's a little over killed but- - It's also a little
bit of an outdated step from the most part - Yeah. - [Tech Support 8] So the memory
would be on the right side of the CPU, the CPU is more
in the center of the computer. That's where the cooler is connected. You'll see like the fan
cooler that would be sitting on top of the CPU. - Now they got four RAM sticks
and I popped them all out. - [Tech Support 8] Quickly look
at the video card connection and make sure potentially
not something that's loose. - Nice, he's just checking the easy thing. This is just, yes. - And this call is taking
longer, but he's just being more verbose and I have
no problem with that. I feel very taken care of right now. - [Tech Support 8] This
motherboard in particular, there's only one latch
that loosens on the slot. - Nice, he checked that this one only has latches on the top. Wow. - [Tech Support 8] You can pull it back using like two fingers,
you can pull the latch away from the memory stick. - Wow, he is so thorough. Wow! He's just making sure everything
is good the whole way. - I've left the second one in the socket. - [Tech Support 8] Okay, sounds good. So let's go ahead and
plug it into power again. And then we're gonna try and boot it up and see if that makes any difference. - She went on her own and push
the RAM stick in (laughs). - Did she? - Yeah. - Well, well. - To be fair, it's very possible that it wouldn't have been that stick. - And it's very unlikely
that all four of them would have popped out. But it's like one in a million. - This is like the difference between like an extra minute on the
call where he's like, "Okay, that one's not working,
let's try receiving it with a different one,
or put a different stick in that slot." - It says device has changed CPU or memory or CMOS have been cleared. - [Tech Support 8] It sounds
like it's booting up now, before it sounds like you
weren't getting any image from the computer at all. So most of it was related to
a memory stick being loose or it could be a bad memory stick. But it's more likely that
one of sticks were loose. So what we're gonna do is,
we're gonna shut it down again. And remove the power cord as well. - Remove power cord, yes. - Make sure you got to
clear for that every time. - You do, I forget sometimes - I have definitely forgot. - [Tech Support 8] There's a notch on the motherboard socket, and then a notch on the
memory stick itself. - Oh, she's like double checking 'cause she messed up one of them remember. - Yeah. - [Tech Support 8] And those two notches, the one that's on the motherboard slot, and the one that's on the
memory stick, they must match, align with each other when
you're installing the stick. - This is like the first person
that's like really talked her through a memory slot,
which is such an important part. And so easy to not mess up. - [Tech Support 8] So once
you have the direction down, when you install it, you just
align it with the socket. That would recommend like
laying the computer down for beginners, that's a- (both claps) - One step higher what I even wouldn't have thought to say! - Yeah, laying the
computer down, it's easier, then you don't have to press
it, you can use two hands. - [Tech Support 8] You can
push down on the bottom portion and push down on top portion
and you you may hear a click. You don't always have to hear a click but you'll notice that the top latch, it like bends itself forward. - (laughs)Oh man. - This guy like likes his job. - This guy should just
make tech tips videos. - Yeah, we should hire this dude. - Got everything sorted out. - [Tech Support 8] Yeah, you can go ahead and try and turning it on
but before you do that, I would double check everything, make sure everything
looks fully connected. You can go over them
one more time as well. - So if iBUYPOWER did
this, the computer probably would have turned on. Just push them in a little
bit more, just make sure. It costs you five seconds now
instead of 10 minutes later. - [Tech Support 8] See
if it turns on again. - I think it may. - (laughs) Really? - I think without how deluxe
those instructions were- - If she messed this up-
- It's on Sarah. - It's Sarah. - (laughing) Yeah. - All right, I'm getting
the same thing as before when we had the single RAM stick in, it just says devices changed CPU or memory or CMOS have been cleared. And then please enter setup
to configure your system. - [Tech Support 8] So
yeah, you can press the key to enter setup and then
once you're in setup, so you can go ahead and
connect the keyboard. - No way. - He even walks her through the body- - He helps her reconfigure
her BIOS settings. - Sweet, everything is
working perfectly fine now. - [Tech Support 8] Sounds good. So once you're in the BIOS,
like when you press Enter setup, you could just press the Escape key and then it boots straight
into Windows after that. (man wearing suit claps) - Look, she said it's done but he's still giving her instructions. Slow clap. (both clapping) - Unbelievable! That polite applause here. - This is better instructions than you and me would give. I mean,
we would both be like, "You should just know this." - Main gear there's just no other grade. They get our first ever A++. - A+ (laughing)
- Two pluses. - Editor's Choice. - Two plus, Editor's Choice. - Wow! - Now, we just have to see if they hold up when it comes to performance. So don't miss Part Four, where
we're going to be talking about what kind of systems
we were diagnosing here. And don't miss this
fricking drop you guys. Dbrand precision skins. This is your only chance
to get sticker bomb. And the Linus Selfie face. You gonna go now at the link below. (David squeals in delight) - There's a water bottle. It's full of memes. - (indistinct) Carpool critics,
check out carpool critics. - [David] Yeah. - (indistinct) some sandals, ltqstore.com. - What happened to my car? It's even got the oh
wow face on it from LTX.
HP doing well. Dell support hilariously bad.
Ibuypower just throwing everything at the wall and seeing what sticks, lol. Also Sarah leading the tech by the nose, lol.
Cyberpowerpc not that enthusiastic about doing actual tech support. The actual instructions not bad though. Other aspects overall pretty good.
Origin seems to have spent the money towards the customer-facing aspects like the sales rep, shipping crate and tech support. So in terms of hardware they're behind but for non-tech people thats probably not as important.
Maingear tech support really good. Maingear also seems to have gone with the lesser hardware but better customer experience, but not as much as Origin.
You thought Dell couldn't get worse but they did
Yeah, so the extra hundred dollars for Origin and Maingear are about this, and tbh for most of computer illiterate people they should be top considerations even if they get less powerful computers.
Of course, the problem of dell is with "extended" warranty support still it basically means nothing....
But HP is suprisingly amazing. I think my next laptop purchase may be be with them.
It feels like the tech support story is very similar to the purchasing story.
Dell: Sales was a wasteland of pain and misery. Tech support was a wasteland of pain and misery.
HP (9:40): Sales was perfectly fine, finding a good PC, realizing it was sold out, then substituting with another system plus a coupon to get it under budget. Tech support was pretty good overall with a few minor issues.
iBuyPower (15:15): Sales involved a ton of wait time and then their credit card system broke. Tech support involved a ton of wait time and she definitely broke something when she She-Hulked the graphics card out. Probably just a security clip or something, but man was that painful/fun to watch.
CyberPower (21:55): Sales told her to just check the website sorted by price. Tech Support sent her the support document and then hung up (although the last guy was good). Everything got fixed eventually, though, including the things that weren't intentionally broken for the test.
Origin (28:00): Sales was awesome and pleasant guy as they sold her an underpowered PC. Tech support was awesome and pleasant as they fixed her underpowered PC.
Maingear (31:20): Sales was very helpful, even if the PC was a bit underpowered. Tech support was amazing, though. They'll probably use the video of this guy as a training tool, showing how the tech should handle things and how the customers will sometimes follow simple instructions like "shut down properly from inside Windows" by YOLOing the back power button.
I don't think any of the companies will be worried by what they see, though. Origin and Maingear will be pleased with a premium interaction for a premium price. CyberPower and HP got the problem solved. iBuyPower won't have to issue a panicked press release like last time. Everyone at Dell lost the will to live long ago and dealing with a negative video is slightly less painful than the rest of their existence.
Dell was a disgrace.
HP was, wow, very competent.
iBuyPower was good but damn those hold times.
Origin and Maingear, I guess this is what you pay that extra $300 for.
Top 3 most gory death scenes.
When part 1 of "season 2" aired, do you think the system integrators felt a disturbance in the force?
hp seems to be doing very well. good specs, good support, good shipping time
i wonder why they dont include other name brands though. asus acer lenovo are very popular.
My god the Dell one was painful. We have exclusively Dell machines at work, but thank god 99% are Precisions (enterprise machines) with enterprise support. The Pro Support guys are actually really good, but for the few XPS and Alienware machines we have... Nothing but trouble and support is worse than useless as we always end up calling our rep and getting him to sort it out internally, after we've wasted an hour or so with them.