Tech Support NIGHTMARE - $1500 PC Secret Shopper 2 Part 3

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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.

👍︎︎ 240 👤︎︎ u/Dunewarriorz 📅︎︎ Nov 14 2020 🗫︎ replies

You thought Dell couldn't get worse but they did

👍︎︎ 300 👤︎︎ u/jps78 📅︎︎ Nov 14 2020 🗫︎ replies

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.

👍︎︎ 132 👤︎︎ u/kwm1800 📅︎︎ Nov 14 2020 🗫︎ replies

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.

👍︎︎ 125 👤︎︎ u/TheCavis 📅︎︎ Nov 14 2020 🗫︎ replies

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.

👍︎︎ 67 👤︎︎ u/ariolander 📅︎︎ Nov 14 2020 🗫︎ replies

Top 3 most gory death scenes.

  1. Starship Troopers
  2. Robocop
  3. Sarah yanking the GPU out
👍︎︎ 25 👤︎︎ u/Illiterate_Scholar 📅︎︎ Nov 15 2020 🗫︎ replies

When part 1 of "season 2" aired, do you think the system integrators felt a disturbance in the force?

👍︎︎ 71 👤︎︎ u/Genesis2nd 📅︎︎ Nov 14 2020 🗫︎ replies

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.

👍︎︎ 22 👤︎︎ u/Hailgod 📅︎︎ Nov 14 2020 🗫︎ replies

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.

👍︎︎ 19 👤︎︎ u/ImShyBeKind 📅︎︎ Nov 14 2020 🗫︎ replies
Captions
(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.
Info
Channel: Linus Tech Tips
Views: 2,617,102
Rating: 4.9640584 out of 5
Keywords: secret shopping, secret shopper, system integrator, pc, gaming pc, nvidia, amd, ryzen, intel, ibuypower, cyberpower, hp, dell, maingear, origin, corsair, nzxt
Id: 0ViO0ETvfEc
Channel Id: undefined
Length: 38min 28sec (2308 seconds)
Published: Sat Nov 14 2020
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