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why would origin PC sponsor a video where their top-of-the-line gaming

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machine performs like

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this well maybe because it doesn't hey there we go that's better

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the neuron should be getting hundreds of frames per second in CS2 and ours would

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have if we hadn't given it to our techy friend 2 fix and gotten it back worse

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than before of course it arrived from origin in perfect working order but well

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we'll get to that it's a really common situation and for many people the next

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move is to prepare their wallet and head to the tech shop if they had an origin

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PC they could just use their 24/7 lifetime support but if they don't have

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an origin PC well the big question is where do you go the service department

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at a big box store would surely have the processes and tools to diagnose and

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repair your PC but on the other hand maybe the veteran Tech at the mom Pop

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shop down the road is best equipped to evict your systems

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Gremlins yeah we couldn't decide which route to go either so we dropped off two

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identical and identically broken systems

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courtesy of origin to compare big box

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versus small business but before we get into the results we need to know the

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problem let's take a look at the messes that we're going to be handing over I'm

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that friend everyone asks for tech support but I don't mind helping to set

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up such a beautiful machine it looks so

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fast and it is but it's a little loud okay I've

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watched a lot of videos about system tuning and I know what this

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means overheating that is where everything

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went from oops to OMG that cable that was loosened during

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unpacking handled communication between the PC and our Cooler's I Q Link system

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Hub so that knocked out RPM monitoring

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for our fans meaning it's Full Throttle o clock all the time now a quick reality

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check before we go further the link AIO and fans all have temperature probes in

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them so this Behavior doesn't normally happen but in general a hub running full

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speed due to a loss of signal is a very common scenario and one that should be

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easy for a technician to rectify too bad our friend isn't a technician first they

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tried rolling back the NVIDIA driver to the earliest one available Unfortunately

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they did so without removing the existing driver so not only did this not

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solve the problem it created a new one device manager is now reporting error

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code 43 oops too bad my friend didn't notice

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then they ran C cleaner and started uninstalling stuff in hopes that it

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would help which it did not friendo was

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running short on ideas by this point so they dug around in the BIOS and disabled

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everything they could find that would cause extra heat in hopes that the fans

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would slow down and for good measure they also locked the core clocks as low

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as they would go it's too bad the LTT hat Pro doesn't make you smarter just

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more water resistant LTT Store.com now

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as a pretty average buyer of a pre-built system I don't know any of what my

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friend did and even if I did I wouldn't understand what it meant all I would

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know is my games are unplayable they crash and my system is as loud as a

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vacuum cleaner I would have no way of knowing

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is it a hardware or a software problem or even how to tell the difference and I

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would probably be scared of damaging it any further now I could contact the

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manufacturer and for a brand new pc that's probably a pretty good bet origin

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PC has scored well for customer service in our secret shopper series origin PC

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what can I say wow A+ a nail under 10

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minutes and bacon face mask 24/7 A+ and

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they have free lifetime support but not everybody has a brand new PC or An

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Origin PC for that matter now of course what we actually are dealing with here

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is a software and BIOS mess and one loose cable the quickest way of fixing

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it then would be to plug the cable in clear the SOS and reinstall Windows but

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it can also be fixed without doing either of those things if you know

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exactly what we did the texts of course don't so let's listen in and see what

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kinds of conclusions they drew starting with the langly Best Buy hey so I bought

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this off of a friend a couple days ago and it's been giving me problems when

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I've been trying to play games on it um they're just running super slow and the

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thing sounds like it's going no um chew

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who bought it um from origin I believe I thought butas it from no no no no is a

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custom made right uh um I'm not sure he

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he bought it and never even took it out of the box it's a yeah put a sticky note

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here with my steam in case you need to get in there like when you play games

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they're lagging or they're super slow yeah super slow one of the games I have

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hell divers 2o when I open it it just crashes and it says something about the

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CPU being bad or something I'm not sure chewy did a really good job of both

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playing the ignorant customer who has no idea what he's talking about while also

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putting out a nice little trail of breadcrumbs for them to follow in order

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to diagnose this issue he even gave them access to a steam account that has a

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specific game installed that requires AVX support so they would get the error

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message that would help them reconfigure the BIOS we not taking

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it excuse me I mean I guess right like I

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can't force you to work on something you

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can just be like no look this job is not right for us maybe take it somewhere

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else but we we are not taking it it's a

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little direct we're not working on custom

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Bill he say you know what up like that because we have those parts from the

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brand directly with manufactur warranty okay fortunately I'm really sorry for

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that but that be okay he tried to soften

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it a little bit some called memory memory the shop nearby they do B

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C and stuff like that on the one hand I kind of get his rational now look we

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don't necessarily have access to replacement parts for this thing on the

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other hand if you're going to recommend that I go to another shop can you at

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least tell me the actual name of the shop ah the irony of not being able to

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remember the name of memory something Express that's it so we just

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got told to leave essentially at the

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first Best Buy that can't be policy Emily is that that's not policy is it no

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we called them afterwards and they told

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us that yes they actually absolutely do work on like pre-built computers or and

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also custombuilt computers that they they don't sell in their stores you know

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what I bet it's about they probably saw how high-end it was looked at the issues

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that we were having with it and went this thing's haunted and just didn't

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want to deal with it cuz you make a mistake on a you know $600 office box

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okay what that's a $50 mistake or a $100 mistake you make a mistake on on a you

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know 5,000 6,000 Canadian dollar gaming

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rig let's move on drop off this time at

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the Best Buy on King George Highway

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heyel is this big is this what do you

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want to do now get it fixed whatever

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whatever it needs chewy really does play the ignorant customer extremely well he

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has like strong trust fund kid Vibes

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I've got this like crazy machine I just like you know fix it I guess sure

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whatever J's our community coordinator by the way so if you ever see a reply on

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Reddit that's not from me it's probably from him you st

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or a monitor it's an interesting question do you hook it up to a TV or a

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monitor unless they were trying to help

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figure out if we were plugged into the onboard GPU or the dedicated graphics

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card maybe it's a custom leave order uh

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I I bought it off a friend I'm not sure what is a custom PC they won't look at

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it wait this is an interesting

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distinction and I can kind of see where they're

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coming from but even at this second Best Buy location they're drawing a line

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between a system that was built of custom parts by an experienced

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integrator Like An Origin PC and a system that could be built of the exact

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same Parts but by the individual user

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and in that case it's not about the value of the parts and the risk of you

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know breaking them or the difficulty finding Replacements because they're

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willing to work on an origin PC they just don't want to work on potentially

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those exact same Parts if you put it together yourself and maybe bungled

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something up because who knows you could be trying to blame them for it if you

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bent a pin in the socket or whatever the case may be they've probably run into

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some horror stories working on custom PCS

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you so my friend tried but he moved just

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before just after he sold it to me it seems almost seems like what he did made

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it worse I don't really know what he did and the thing is if you've ever worked

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in a tech shop you will know exactly how

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common this kind of scenario is oh yeah my friend or my nephew or my uncle

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worked on the system and like I don't

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know what they did and you see all kinds of wild things that supposedly techy

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friends and family members will do to systems they're well-intentioned they

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just don't really have familiarity with the hardware this is not a software

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issue so it's kind of a hardware issue we need to ship it out to

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the what you can't tell me that you know what kind of issue it is without even

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like turning on the system then again

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what I suspect is that they just don't want to deal with it there in the store

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they want to send it to the depot so they're just telling us anything that it

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takes to get us to accept that this needs to go to the depot so that they

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can just kind of go yeah fancy expensive

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system I don't want to deal with it I send it away to the other guys P

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shipping and diagnosis it's $100 man 100

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bucks to even start to do anything do

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you have any important data that's a good question they're going to call you

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after diagnos do you want to sign up for the wait what sign up for membership

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hopefully you're going to fix it I won't need a membership to Best Buy the whole

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drop off process at the second Best Buy took about 20 minutes half of which was

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filling out paperwork they did log the issues that we had with the machine and

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they gave us a case ID and a phone number we could call to get updates but

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we're still having a hard time figuring out exactly what Best Buy's policy is

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with respect to working on custom PCS versus just OEM PCS from HP Lenovo and

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the like when we called the main line they said no there's no reason that they

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wouldn't look at a completely custombuilt PC let alone one that was

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built by a system integrator but both of

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the stores we talked to were like whoa whoa whoa whoa whoa when it came to

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working on custom PCS and only one of them was willing to work on our origin

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now for the one I'm more excited about let's listen to the drop off at black

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laab which you guys may recognize as the mom and pop shop that we bought all the

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old inventory from a couple of months ago Keith seemed like the kind of battle

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hardened technician that should be able to make short work of this but only the

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result results matter and let's see what they are what's going on with it right

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to the point um so first of all it's insanely loud and I feel like that's not

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right and it's it's running slow in general but especially trying to run

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games like it can't even run anything really really yeah SSD obviously I'm not

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sure huh first thing he asks is do you

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have an SSD that makes a ton of sense

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it's really interesting how the kind of shop you go to

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dictates the kinds of questions they ask just like secret shopper you know Dell

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is asking questions like are you buying an entire fleet of these things do you

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want on-site service whereas a custom builder like origin PC is asking what

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games do you want to play and what FPS do you want to play them at so in the

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same way Keith probably sees a lot of 15-year-old machines so he wants to know

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okay is there anything obvious that's making this thing dog slow like does it

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have a hard drive and also do I even want to work on another machine that has

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a hard drive in it wait you know 10 minutes for an application to install

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you didn't even take it out of the box interesting what yeah how

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much uh that's hilarious chewy doesn't know how much he paid for it like 3K he

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just made up a number yeah he was moving away so he just want to get it off his

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hands but it's not running right nope maybe that's why he wanted to get it

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off yeah for now so it goes into Windows

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yes and then everything goes is there a password no but my steam info is Hest

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sticky note there perfect I'm going to go home

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tonight I can't believe neither of the best buys called chewy on giving his

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steam credentials whereas kei's like Yo dude the low points for professionalism

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but high points for efficiency the whole interaction with Keith took less than

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five minutes is it a 49 you know uh I

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don't know we get this video part

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10 I'm just kidding that

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oh man see I don't know Keith very well but

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I've spent enough time with him to know that I think he's honest enough that he

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wouldn't actually just swap out the hardware in someone's machine who

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obviously has no idea what they have but

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he's also smart enough to see that this is someone he freaking could if he

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really felt like it awesome all right okay thank you take care of just as I

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remember him an efficient troll now it's

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time for pickup Chewy was sick that day so we sent in llo to grab the machines

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starting with Best Buy so I just want to

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SC can I see the document that they're looking at please yep my goodness we got

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a whole folder jeez motherboard uh the hard

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drive RAM everything is good so this is

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the T P okay wait a second whoa whoa whoa whoa whoa whoa whoa whoa whoa whoa

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how much did I pay for this whole tube of thermal paste of which you guys used

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one tiny dollop they sold me a giant tube of thermal paste because they Reen

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read the cooler really how much did I pay for

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this 20 bucks in thermal paste that wasn't even the problem you guys okay uh

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nothing wrong with the hardware just the pH like you know the overheating was

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causing the problem overheating was the

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problem no you put on new thermal paste you think you solved the problem but H

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we're about to look at this machine and I don't think we're going to find the problem solved if they think overheating

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was the problem if anything under heating was the problem we had too much

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cooling fans they played the game for a little while and see how it goes they uh

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kept it on like you know the computer for almost like you know more than 24

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hours you to sees anything happening passing anything okay all is good I'm

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afraid I don't really understand what they're saying so they reimbursed me the

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hardware repair and then charged me almost double for

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software repair because they reinstalled the operating system they made no

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mention of Bio settings no mention of the loose link Hub cable they charged me

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20 bucks for a gigantic tube of thermal paste that I think it's pretty clear

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from the way that I'm talking about this system I have no idea what it is I am

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never going to use did they even solve the problem you had the lot of fan so

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the fan like over the time you were B noise oh oh the fans were noisy yeah

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yeah because say you had three here three here six oh just a lot of fans in

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it yeah so that is normal

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there more fans is not more noise yeah

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we have 12 fans which means they should be spinning very slow and making very

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little noise oh Best Buy Best Buy Best

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Buy it is very heavy yeah yeah I know I know I going have to carry are you manag

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to carry yeah it'll be okay yeah going

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to somebody to their credit it seemed like

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they were offering to help them carry the system out that's one thing they did

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well but I paid $123 to fix a computer that as far as I

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can tell is not fixed actually it was a

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total of 209 because what a total of 209

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holy bananas we paid 250 bucks for them to

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not fix the problem maybe they shouldn't work on

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custom PCS all right let's see how black lab

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did can I get the documentation for that one about the same price though

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realistically I guess what it comes down to now is did Keith manage to fix the

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computer hey I just had a pick up oh okay what was wrong with it oh it had to

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be completely reloaded completely reloaded it was wacko man those fans

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were just roaring I tried everything to get them to shut up oh yeah okay

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reloading software all that stuff just didn't work so ioaded everything did all

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the drivers again it's awesome interesting Okay cool so it's all it's

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all good now yep and if he has any problems whatsoever just tell him to

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call me that's nice offering the followup and he did have some malware on

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there so malware oh okay do we have any idea what malware he's referring to did

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we have logging software on there to see what they were no nothing no no the best

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I can figure is CA cleaner and windzip yeah I wouldn't consider those malware

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awesome thank you so much thank you so much have a great day all right you too

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full marks for efficiency and love the personality but I think at best Keith is

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headed for a partial pass here he says

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that the fans are quieted down now and there is a way to do that without recing

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that Link cable but he didn't manage to

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find the underlying problem and he made no mention of any of the issues in the

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bio so I have to say I'm a little worried that the performance of the

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machine even if the fans are quiet is not going to be up to Snuff he also

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charged a little more than Best Buy did but if you managed to solve the problem

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at least solved enough that I can use my computer

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then it's hard to really complain about

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that God I can sure complain about how much it costs to get service done on a

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computer I can see why people just buy a new machine like if you have a

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5-year-old Dell or something and you take it into a shop they're like yeah it's going to be three or four labor

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hours to reload Windows put on drivers and get it up and running again be like

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a screw it I'll just get a new one and then it'll just be fast anyway and this

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my friend is where e-w babies come from starting with the Best Buy PC I am not

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that impressed with the condition of this computer I mean we dropped it off

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brand new and it is so covered in fingerprints and thermal paste that I

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could probably defeat the biometric security of the phone of this technician

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not to mention they left this giant stupid service tag sticker on it

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like why it comes off pretty easily so

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just remove it I don't know maybe I'm just in a bad mood and being picky

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because I don't think they solve the problem let's see let's see maybe I'll

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feel differently when we open it up and they did a great job or

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whatever all right get me my

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screwdriver I'm talking to me I will get me my

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screwdriver how's their thermal Pace

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job um

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realistically probably not going to cause any problems but I'd have put on

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more especially since like I have plenty

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do we have thermal results for uh the

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after no probably shouldn't have pulled this off then oh seriously you made it

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that easy on them I thought you meant you were going to pull out like one of

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these USBC connections between the link devices you pulled a freaking USB header

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off and they didn't notice that they did not

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brother I mean if you diagnosed it as a software issue and you didn't look that

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closely at the hardw where I can kind of see how you could miss it but you went

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you did a full re and re on the CPU Cooler so you thought it was hardware

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and you didn't check if a USB header was uninstalled what that tells me is I'm

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going to press this button and that's going to happen which

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they passed off as normal how much you want to bet origin PC based on the

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experiences we've had with them would fix this issue over the phone in like 10

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minutes before we hook up a monitor and see how they did software wise let's

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have a look at Keith's Hardware also a little fingerprint but

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the difference here is that the fingerprints are in the typical carrying

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positions and uh are not made out of thermal paste so this is probably

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us wait where's the US oh he plugged it back in did he plug the USB header back

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in we didn't do it okay so that's

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interesting Keith is still it was a

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software issue at least that's what he told us but he found the hardware issue

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which solved his problem if you do the

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right thing that's definitely better than just not seeing it at all even if

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you aren't sure exactly which thing you did fixed it he took longer he took a

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week compared to 3 days and he did charge us more but here let's get this

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thing fired up oh and of course my RGB is working properly now too now that

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we're posted let's see how they did they managed to enable XMP they put it on the

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first profile which is 6,000 megatrans

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per second rather than 6,200 AVX is still

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disabled frequency control is fine though you know what's funny to me we've

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talked about this in our troubleshooting challenges before if you suspect at all

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that a BIOS configuration issue is present modern systems all you got to do

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is go into the profiles create a profile

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for what they had just in case you know if they had like weird Legacy boot

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settings or something like that reset it and see if that solves the

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problem and if it does then great you enable XMP and you're done you don't

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have to dig through all the sub menus to find what stupid thing their friend

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adjusted there's no avoiding it is there we're going to have to start a tech shop

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so people can have their computers fixed properly well we'll see maybe black laab

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did great now that we're on the desktop I'm even more confused did they really

320
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install user Benchmark and then just leave it here yeah Ida to which is not

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free software like you're not allowed to just use it however you want and leave

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it on any system you want oh this is even a oh no it is a trial for yeah yeah

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there's even a thing that pops up and tells me that probably their worst sin

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was that Norton 360 was not on this computer when we dropped it off now the

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reason for that can actually be traced back to MSI who includes Norton in their

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driver package bundle thing but when you

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do a Windows refresh I kind of expect you to pay attention to what I had

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installed on the machine and not leave anything extra on it that seems to be

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about it now let's get this machine shut down

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so ah our audio is usable let's move

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over to Keith's machine oh Keith didn't turn off fan speed monitoring so we get

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that CPU fan error when the system First turns on that's a rookie mistake it's

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even in the simple interface that's how quick that is to fix oh Keith used the

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higher XMP profile and did he reset seos no AVX is

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still off he's got all the frequency

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stuff fixed why not just clear seos both of you In fairness to Keith the CPU fan

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error message is a lot less of a problem on these MSI boards on an ASUS one it'll

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hang until you go in and tell it not to check it now that we're in Windows I see

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no sign of user Heaven Benchmark okay a really

340
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Heaven does anyone use that anymore and

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B can't can't believe in software installed on people's systems if you

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have a conversation with them that goes I put this on there in order to do this

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it's really useful for this you may want to use it otherwise you can just take it

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off it's not harming anything then at least Le that's a conversation we had if

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you're just leaving software installed on my system it's it's sloppy no Norton

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though Kudos Keith for installing the drivers properly either doing it

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manually by downloading them and then installing them or by making sure you're

348
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paying attention when you use that package and unselecting Norton for

349
00:25:49,679 --> 00:25:54,840
gamers since we have Heaven on here I guess we can do a quick check and see if

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the system is performing as we would expect and it is casual 600 fr per

351
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second did they really put 409s in these things mhm oh

352
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origin you guys and your crazy systems

353
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now that we've run through both systems the results are both clear and also not

354
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clear Best Buy they failed they solved

355
00:26:15,559 --> 00:26:21,480
problems we didn't have and they didn't solve the problems we did have all while

356
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charging us $200 and selling us a bunch of thermal goop that we probably don't

357
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need meanwhile over at black laab Keith

358
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did manage to nail the fanish is so that was the underlying problem but what he

359
00:26:31,840 --> 00:26:39,840
missed was enabling AVX in order to get hell divers 2 working which we

360
00:26:36,480 --> 00:26:41,600
explicitly told him was a concern and

361
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even gave him our Steam account so that he could check however I don't want to

362
00:26:44,640 --> 00:26:52,320
write him off yet because on our way out the door he did say hey just give me a

363
00:26:49,760 --> 00:26:56,440
call if anything else goes wrong let's see if he's willing to troubleshoot this

364
00:26:53,760 --> 00:27:01,120
for us over the phone or fix it for free in which case I'm ready to give him

365
00:26:59,480 --> 00:27:06,080
Colin can you call this computer shop for me and just explain the problem that

366
00:27:02,960 --> 00:27:08,840
we have uh it's AVX related and we can't

367
00:27:06,080 --> 00:27:16,520
launch hell divers too right no it's okay never

368
00:27:13,600 --> 00:27:23,279
mind we found Hoffman I can't talk to him because he'll probably recognize my

369
00:27:18,320 --> 00:27:23,279
voice okay we ready yeah

370
00:27:28,880 --> 00:27:34,000
may I ask if uh Keith is around no he's

371
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coming back in two hours yeah we'll give you a call I guess

372
00:27:36,640 --> 00:27:44,519
yeah I want to talk to Keith in two hours well that went about as poorly as

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00:27:40,720 --> 00:27:46,720
it possibly could have two hours later

374
00:27:44,519 --> 00:27:51,320
Keith gave us a call back and in about 8 minutes walked us through changing the

375
00:27:48,480 --> 00:27:55,159
setting but before he did that he did say hey if you bring it in I'd be happy

376
00:27:53,360 --> 00:27:59,640
to fix this for you for no charge he joked about charging us $600 for it or

377
00:27:57,399 --> 00:28:06,919
something like that but was obviously joking in the way that he does and I

378
00:28:02,960 --> 00:28:09,000
guess at this point it's an a he hit

379
00:28:06,919 --> 00:28:12,120
everything now that everything's fixed up we should take a look at the kind of

380
00:28:10,320 --> 00:28:15,919
performance we should be getting from our origin PC and this is cool while I

381
00:28:14,440 --> 00:28:20,720
was digging into that I noticed a couple of other things that Keith got right he

382
00:28:17,840 --> 00:28:25,080
installed IQ and he installed what then was probably the latest GeForce drivers

383
00:28:22,519 --> 00:28:29,480
these are quite new even though they're not quite the newest uh the reason I was

384
00:28:27,840 --> 00:28:35,559
poking around in the control panel was that I want to enable DSR Dynamic super

385
00:28:33,039 --> 00:28:39,399
resolution so we can see what kind of 4K gaming performance we should expect from

386
00:28:37,320 --> 00:28:47,120
a machine like this here's what I'm thinking 4K Ray tracing

387
00:28:43,080 --> 00:28:50,039
Ultra natively rendered and then motion

388
00:28:47,120 --> 00:28:56,320
blur off should should handle it right maybe we'll see God this game looks so

389
00:28:53,519 --> 00:29:02,840
good when you max it out but it is so demanding this is a 4

390
00:28:58,559 --> 00:29:07,519
490 with a core i 94900 k and we're

391
00:29:02,840 --> 00:29:11,000
getting about 70 FPS now with that said

392
00:29:07,519 --> 00:29:13,519
it's a really even 70fps so it feels

393
00:29:11,000 --> 00:29:16,760
extremely smooth compared to if we had lows that were much much lower and we

394
00:29:15,399 --> 00:29:25,640
were getting any kind of hitching or stutter but uh when you crank it man is

395
00:29:21,919 --> 00:29:27,200
R tracing ever heavy the good news is

396
00:29:25,640 --> 00:29:32,600
now that Keith has solved our fan problems

397
00:29:29,360 --> 00:29:35,480
it's quiet not everybody needs a Swanky

398
00:29:32,600 --> 00:29:42,080
LCD on their cooler a ton of RGB fans an RTX 49d a 99d pro SSD and 32 gigs of

399
00:29:39,600 --> 00:29:46,919
Dominator memory the neuron starts at just over $2,300 with respectable specs

400
00:29:44,880 --> 00:29:51,200
in readyto ship configurations and you can find links to their neuron desktops

401
00:29:48,880 --> 00:29:56,159
and more in the description down below but if you want one that goes this hard

402
00:29:53,080 --> 00:29:58,279
you can win one for free origin PC is

403
00:29:56,159 --> 00:30:03,799
giving away a neuron just like like the ones we used today with a core i 94900 k

404
00:30:01,120 --> 00:30:07,600
and an RTX 490 winners will be drawn 2 weeks from today and all you need to do

405
00:30:05,880 --> 00:30:12,279
is follow the link to origin PC's giveaway down below and enter big thanks

406
00:30:10,200 --> 00:30:15,760
to them for sponsoring this video while I can't speak to the experience you'll

407
00:30:13,720 --> 00:30:20,159
have at every single Best Buy or at every single mom and pop shop

408
00:30:19,080 --> 00:30:26,640
I still think there were some interesting learnables here that might help equip you better if you or one of

409
00:30:25,080 --> 00:30:31,080
your loved ones who you don't feel like fixing a computer for ever needs to go

410
00:30:29,159 --> 00:30:34,679
through an experience like this if you guys enjoyed this video maybe check out

411
00:30:32,760 --> 00:30:38,840
the recent secret shopper origin PC makes a very small cameo