WEBVTT 00:00:00.160 --> 00:00:07.279 I am really excited for part three. Our secret shopper, Shay, called up every 00:00:04.720 --> 00:00:14.400 one of our seven system integrators with either a very real or at least a very 00:00:11.120 --> 00:00:15.839 really manufactured problem to see if 00:00:14.400 --> 00:00:19.199 they can help her through it. Take the screws out of the back of it. 00:00:17.600 --> 00:00:22.640 Now, we did have a couple legitimate problems due to failures in shipping. 00:00:21.039 --> 00:00:27.119 But for the rest of them, we're going to be conducting the same experiment we did 00:00:24.480 --> 00:00:31.840 last time, finding out if the support folks at our system integrators can help 00:00:29.439 --> 00:00:37.040 Shay troubleshoot a computer that won't boot due to a loosened memory module. 00:00:35.200 --> 00:00:40.960 Given it's the same as last time, there's no excuse for them to not have 00:00:38.879 --> 00:00:45.040 tightened up their processes. But based on that, I'm looking at 3 hours of 00:00:43.280 --> 00:00:49.280 footage for us to go through here. I think it's safe to say this is going to 00:00:46.399 --> 00:00:54.160 be pretty interesting. Interesting. Like this message from our sponsor, you green 00:00:51.200 --> 00:00:58.640 and their Nexo 100 watt MagSafe charger. It delivers the same 15 watts as the 00:00:56.719 --> 00:01:02.960 original Apple MagSafe charger while also supporting up to 100 watts of 00:01:00.719 --> 00:01:07.119 output on a single USBC port. It'll charge your MacBook Pro M2 from 0 to 51% 00:01:05.840 --> 00:01:11.360 in just 30 minutes. Oh, good. We're starting with Star Forge. You know, I don't think anyone 00:01:09.840 --> 00:01:15.680 from One True King is going to talk to me ever again. This is twice now that 00:01:14.159 --> 00:01:19.680 we're showing their computer shipping to us broken. But hey, maybe they did a 00:01:18.479 --> 00:01:23.600 great job of fixing it. I am about to message Star Forge because 00:01:21.680 --> 00:01:26.560 they don't have a phone line. So, we're going to get the emails correspondent 00:01:25.520 --> 00:01:31.920 started with them. You know, I saw people talking about that in the comments on part one. But 00:01:30.080 --> 00:01:36.720 now that we're on support, the fact that they don't have a phone line or at least 00:01:34.159 --> 00:01:42.079 a live chat for that means that this computer doesn't work. I go from mildly 00:01:39.520 --> 00:01:47.119 frustrated, but someone's helping me to I gotta wait. I gotta wait. All right, 00:01:44.479 --> 00:01:51.439 so we are reaching out. Hi, I ordered a computer. That computer doesn't display 00:01:48.799 --> 00:01:56.079 anything when I turn it on. I heard something rattling around when I unboxed 00:01:53.759 --> 00:01:59.759 it. Is that normal? We have a call scheduled later with Star Forge. 00:01:57.840 --> 00:02:04.640 At least their email response is to schedule a call with you. Okay. So, uh, 00:02:02.479 --> 00:02:08.560 the last email that we had sent over was relating to the presence of the easy 00:02:07.040 --> 00:02:11.440 debug LEDs. To Star Forge's credit, they read the 00:02:10.399 --> 00:02:17.120 email before calling her. The lights that you circled are not on 00:02:14.160 --> 00:02:22.160 currently. Um, but the RGB ones are. Has he actually asked her if it works 00:02:19.520 --> 00:02:26.720 yet? To be fair, she said it wasn't, or at least she did in her email. What 00:02:23.680 --> 00:02:29.520 might have happened is in shipping uh 00:02:26.720 --> 00:02:32.959 UPS can be a bit rougher than we would ideally like. 00:02:31.040 --> 00:02:37.840 They went straight to blaming the courier, but I identified their 00:02:35.920 --> 00:02:43.760 deficient packing materials before I even opened them. The PCIe slot might have sustained a bit 00:02:41.440 --> 00:02:48.480 of damage or it simply might just need to be receated. Uh because in transit if 00:02:46.400 --> 00:02:54.480 it starts to bounce around a bit, it can cause those pins that make contact to 00:02:50.400 --> 00:02:56.000 come undone. This is a good, albeit 00:02:54.480 --> 00:02:59.599 deflecty explanation of what could happen and 00:02:57.840 --> 00:03:04.080 what can cause things to come loose. Go ahead and power your system off and 00:03:02.080 --> 00:03:09.200 unplug it completely from the wall. All right, unplug standalone machine. 00:03:06.720 --> 00:03:12.959 Um, it'll be that rectangular piece of hardware that's plugged toward kind of 00:03:11.519 --> 00:03:17.599 toward the bottom. Uh, there Well, there's a lot of 00:03:14.800 --> 00:03:21.760 rectangular hardware pieces. Um, okay. 00:03:20.159 --> 00:03:27.360 It's all rectangles. If it's not part of your standard operating procedure to just jump on a 00:03:25.360 --> 00:03:32.159 video call with people at this point, you are doing it wrong. 00:03:29.360 --> 00:03:36.640 There should be a pin on the bottom like a retention pin. 00:03:33.519 --> 00:03:37.840 Ooh, that is hardly described that. 00:03:36.640 --> 00:03:42.560 Oh, the cables. Yeah, with the motherboard facing the ceiling 00:03:40.799 --> 00:03:46.560 just for ease of access. Motherboard facing the ceiling. That is 00:03:44.560 --> 00:03:49.840 really good explicit instructions. If you take a look toward the left hand 00:03:48.159 --> 00:03:53.440 side of the graphics card, see he sometimes does a really great job 00:03:51.760 --> 00:03:58.640 of helping her with orientation. Motherboard facing the ceiling and other 00:03:55.760 --> 00:04:01.840 times he really loses it to the left of the graphics card. You are not going to 00:04:00.400 --> 00:04:06.799 lose those screws, Shay. You have a magnetic screwdriver. Darn it. ltstore.com. 00:04:04.720 --> 00:04:10.720 I got it. I think. Yes. Oh my god, it's out. Go. You did that way faster than like 00:04:09.439 --> 00:04:16.799 half of the people that I talked to on the phone. I'm impressed. Well, little hint for both of you. It 00:04:14.879 --> 00:04:21.519 was so fast because the clip she was feeling for when trying to release is no 00:04:19.359 --> 00:04:23.840 longer there. That's what broke off and was rattling around in the case during 00:04:23.040 --> 00:04:31.600 shipping. Look at the slot on the motherboard that we just pulled your graphics card out. 00:04:27.600 --> 00:04:33.360 Check the board any like visible damage. 00:04:31.600 --> 00:04:37.600 That damage is not going to be obvious to a novice user. But if you're looking at the other ones 00:04:35.840 --> 00:04:40.960 and you see that this one doesn't have that same Yeah, but he told you it had a lock and 00:04:39.919 --> 00:04:47.680 stuff. Oh god. Okay. Yes. Okay. There it is. 00:04:46.000 --> 00:04:51.040 I like that they stay on the call. Yeah. While she takes the picture. They don't 00:04:49.440 --> 00:04:55.280 like, "Hey, send that to me. We'll get back to you." Whatever. Yep. 00:04:52.880 --> 00:05:00.960 Okay. All right. So, that was loose within the system. 00:04:57.199 --> 00:05:03.040 Yeah. Found it inside. 00:05:00.960 --> 00:05:06.800 He's not happy about that at all. It might have been the reason as to why 00:05:04.800 --> 00:05:10.400 the graphics card was able to be pulled out so easily 00:05:08.320 --> 00:05:15.680 is the retention clip itself. But there's two paths we can go down at 00:05:12.160 --> 00:05:17.840 this point. They will either say, "We 00:05:15.680 --> 00:05:22.720 need that system back, so we can swap out that motherboard." Or they're going 00:05:19.600 --> 00:05:24.160 to go, "Eh, it doesn't really affect the 00:05:22.720 --> 00:05:28.800 functionality. As long as you're not moving the system around, which is true, 00:05:26.400 --> 00:05:33.600 we can immediately get warranty support established for such." And um have the 00:05:32.080 --> 00:05:36.960 system sent back, promptly repaired by our technicians, 00:05:35.280 --> 00:05:40.240 and sent your way. Cool. Okay. Okay. And the guy knows what he's 00:05:39.680 --> 00:05:45.600 talking about. Yep. having our warehouse team send out 00:05:43.440 --> 00:05:49.039 uh separate packaging materials for your graphics card. 00:05:46.639 --> 00:05:52.800 That graphics card probably still works. This is a really smart move that tells 00:05:50.560 --> 00:05:56.160 me they do not want that graphics card to die on the way back. 00:05:54.240 --> 00:06:00.080 So that way when our technicians are able to check in your system, 00:05:57.840 --> 00:06:05.520 if I was them, I would seriously be trying to offer her $150 off this system 00:06:03.759 --> 00:06:08.720 or something to use it with the slot like it is. Yeah, cuz they've got to ship it back 00:06:07.440 --> 00:06:12.080 and then they've got to ship it back again. That's expensive. If it's 300 00:06:10.880 --> 00:06:16.240 bucks each time eating it. I don't have a clear rubric, 00:06:14.240 --> 00:06:20.639 but she's on and off the phone in half an hour with a satisfactory resolution. 00:06:19.680 --> 00:06:26.160 I give it an A. Yeah, that's pretty good. She seems happy. He was nice, friendly. 00:06:24.639 --> 00:06:30.000 The way he cheered when I got out that GPU, like granted, yeah, sure, it was 00:06:28.240 --> 00:06:32.880 because something was broken and that's why it was so easy, but victory 00:06:32.000 --> 00:06:37.039 nonetheless. So, they offered to send us a box. They 00:06:35.120 --> 00:06:42.000 sent it. We accepted that. They then emailed us saying, "Hey, here's the 00:06:39.280 --> 00:06:44.880 box." whatever. Um, and what we responded with because we need to keep 00:06:43.600 --> 00:06:50.000 the computers for the testing and everything. We told them, "Hey, a friend of mine came by, popped the card out, put it 00:06:48.000 --> 00:06:52.400 back in, and it seems to be working, so we're just going to keep it. 00:06:51.680 --> 00:06:56.720 All seems good." We presented them the option of just keeping it with the broken slot. 00:06:55.280 --> 00:06:59.520 We offered to do that. We have a motherboard with no warranty. 00:06:58.319 --> 00:07:05.680 They should at least be accounting for that, and they should offer us a token. Even though they didn't offer anything, 00:07:02.880 --> 00:07:09.599 we are still basically good to RMA and return this at just about any point. 00:07:07.599 --> 00:07:12.800 We're not waving anything. That's not better than nothing. That is 00:07:11.840 --> 00:07:20.080 nothing. So, this was October 4th. They followed up again um around October 10th, a week 00:07:18.479 --> 00:07:24.720 later, saying, "Hey, just wanted to check in. Make sure it's all good." So, 00:07:22.080 --> 00:07:28.080 they're not offering a token, but they're following up 00:07:26.400 --> 00:07:32.479 and making sure it's all still kosher. A minus. 00:07:30.160 --> 00:07:35.680 17 second wait time. Let's go, Main Gear. 00:07:33.840 --> 00:07:39.919 See the lights and the fans coming on? Yeah, I feel the fan and the pretty RGB 00:07:38.479 --> 00:07:45.039 lights are indeed on. Have you plugged in a display cable? 00:07:42.720 --> 00:07:48.720 I think the call just ended. Um, he went to look at motherboard stuff. Oh, we're 00:07:46.960 --> 00:07:52.080 getting a call back. Hello. Drop calls happen. I can hear me. 00:07:50.720 --> 00:07:56.400 Yeah, I can hear you now. Full credit to Main Gear for realizing 00:07:54.160 --> 00:07:59.599 the call dropped. Kind of going caller ID exists. I'm going at least try and 00:07:58.240 --> 00:08:03.039 make sure that everything's okay. Yeah, if you look to the right of those, 00:08:01.440 --> 00:08:08.319 there's going to be a big connector. Uh, it's a 24 pin power connector. And then 00:08:05.759 --> 00:08:12.720 right above that, there's four small LEDs there. 00:08:09.840 --> 00:08:18.800 Ah, we're landmarking. That's good. Landmarking is good. Referring to things 00:08:15.039 --> 00:08:21.440 as 24 pin ATX connector not as good. 00:08:18.800 --> 00:08:27.440 And are any of those four lit up? Uh, one is orange, an orange, yellow, a 00:08:25.199 --> 00:08:30.960 mustard yellow, a sunrise. If it's the DM, that's probably going to 00:08:29.199 --> 00:08:34.640 be the easier one to check out first. Okay. Um, so we can try and receat the 00:08:32.880 --> 00:08:41.839 RAM if you're comfortable doing that. Uh, yeah, sure. Glass, uh, panel 00:08:39.519 --> 00:08:47.839 is off. Um, something else. It's It's good. But I have We're good. Okay. What 00:08:44.240 --> 00:08:49.680 am I looking at on the inside of this? 00:08:47.839 --> 00:08:53.839 Those T4 sticks there. We're going to want to just take each of those out and 00:08:51.920 --> 00:08:58.880 then place them back in. So, if you look at the top of where slotted into, 00:08:57.040 --> 00:09:02.959 she was not excited about taking a part out. Yes, I see. So, if you press that down like toward 00:09:01.839 --> 00:09:08.560 the board, it should unlatch that down toward the board. That is not the 00:09:06.320 --> 00:09:11.200 way that I would describe pulling open a RAM slot. 00:09:09.600 --> 00:09:14.560 Once you get them out, then you can just place them right back in. And, uh, when 00:09:13.440 --> 00:09:19.360 you're putting them in, you'll want to make sure that you put them the same way. Uh, just cuz they're going to be 00:09:18.160 --> 00:09:24.000 keyed. That's correct. I would have liked to 00:09:21.760 --> 00:09:27.200 see some face the motherboard toward the sky instructions here, though. I don't 00:09:25.440 --> 00:09:29.440 want people installing RAM with the system right side up if they don't know 00:09:28.480 --> 00:09:35.360 what they're doing. I did it. Great. Let's plug the power cable back in and 00:09:33.600 --> 00:09:39.200 try and turn the system back on. Honestly, he's only getting a better 00:09:36.800 --> 00:09:42.480 result because the user is evolving, not because his approach evolved. 00:09:40.800 --> 00:09:45.839 Ooh, both are lighting up. Now, we should probably explain at this point 00:09:44.080 --> 00:09:49.360 why we used a loose RAM stick as our troubleshooting scenario for the systems 00:09:47.519 --> 00:09:54.240 that didn't have anything actually wrong with them. And it's just because it's so 00:09:51.519 --> 00:09:59.600 common in shipping. These systems get dropped, rattled around, vibrated, and 00:09:56.640 --> 00:10:02.880 RAM sticks can come loose. If they have good processes, they should be able to 00:10:01.279 --> 00:10:05.519 diagnose this and help a user troubleshoot it in a very short amount 00:10:04.959 --> 00:10:11.519 of time. This is probably their most common problem. If they don't have good processes, 00:10:09.440 --> 00:10:15.120 though, it could easily drag out, which I can clearly see from the timeline is 00:10:13.839 --> 00:10:18.800 going to happen in at least some of these scenarios. It doesn't cause any 00:10:16.880 --> 00:10:22.320 permanent damage to the computer. So, we're not costing these companies any 00:10:20.480 --> 00:10:27.360 money other than, I guess, wasting their time with an unnecessary support call. 00:10:24.399 --> 00:10:33.279 Whatever you told me to do worked. So, thank you if you can still hear me. 00:10:29.920 --> 00:10:35.760 I keep for some reason this the uh 00:10:33.279 --> 00:10:40.079 So, we got disconnected from Main Gear. Uh we think we figured out the technical 00:10:37.839 --> 00:10:44.880 issues. Uh but from Main Gear got back to us. Uh great chatting with you. 00:10:42.079 --> 00:10:48.560 Apologies for the call quality/ drops. Um, nonetheless, it sounds like your PC 00:10:47.120 --> 00:10:53.920 issue was resolved before the call ended, but wanted to follow up and ensure that you're all set. 00:10:51.360 --> 00:10:56.399 This is easily an HP. I'm transferring you to someone who can 00:10:55.600 --> 00:11:03.440 help you now. Say English or French. It said it in it hung up on me. 00:11:00.959 --> 00:11:07.760 This is not a good start, which is unfortunate because right now 00:11:05.839 --> 00:11:11.040 HP is my front runner both in terms of the sales experience and in terms of the 00:11:10.000 --> 00:11:15.760 shipping and spec. Or say it's something else. Desktop PC. 00:11:14.720 --> 00:11:20.240 Look at the look on her face. Oh yeah, no one likes using these. 00:11:17.920 --> 00:11:24.640 You got to give me an ETA, man. Offer me a call back. It's 2023. 00:11:22.640 --> 00:11:27.519 Sub 10 minutes, though. Yeah, but we were off the phone with 00:11:26.320 --> 00:11:32.160 Mang Gar in 20. And if this call becomes disconnected for any reason, can I reach you back at 00:11:30.720 --> 00:11:37.600 the uh 604? Body seems professional so far. 00:11:34.160 --> 00:11:40.000 While the computer lights up, I am not 00:11:37.600 --> 00:11:44.000 getting anything on my desktop monitor. If you hit the menu button on that 00:11:41.839 --> 00:11:46.880 display, do you get like the onscreen menu to come up there? 00:11:45.600 --> 00:11:49.519 Did you make sure it's on HDMI instead of DisplayPort or vice 00:11:48.959 --> 00:11:54.959 versa? You can tell buddy here 90% of his 00:11:52.000 --> 00:11:57.920 support calls are my monitor is not on. Yeah, cuz I mean the last thing he 00:11:56.240 --> 00:12:04.720 probably wants to do is have her open the system. Yep. This is a big advantage to using a 00:12:02.079 --> 00:12:10.079 DIY grade motherboard though for your support agents. 00:12:06.639 --> 00:12:11.680 they had these post indication LEDs. 00:12:10.079 --> 00:12:16.800 That's not because boutique builders like spending more money on motherboards. That's because it's 00:12:14.480 --> 00:12:19.120 legitimately a useful feature when you're trying to figure out why a 00:12:17.839 --> 00:12:22.880 computer's not turning on. If we can, let's uh hold down the power 00:12:20.959 --> 00:12:27.200 button till the power uh or till the entire computer just powers off there. 00:12:25.519 --> 00:12:31.200 He's the first one to give proper instructions for how to turn off a 00:12:28.880 --> 00:12:34.240 computer that hasn't correctly posted. Everyone else just says turn it off. 00:12:33.200 --> 00:12:39.760 Unplug the cable. Just assume you know how to do that. Yeah, it may take a minute or two of tapping 00:12:37.920 --> 00:12:44.880 to reach the startup menu. Oh, he wants her to go into the BIOS. 00:12:42.079 --> 00:12:48.560 Just to confirm the RGB lights inside. You can tell he really doesn't want to 00:12:46.320 --> 00:12:51.200 open up the system, whereas everyone we saw so far couldn't wait to open up the 00:12:50.720 --> 00:12:56.800 system. Check it out. It's probably RAM cuz it usually is. I think the correct approach is probably 00:12:55.680 --> 00:13:02.880 somewhere in between. Hold down the Windows key and the B is 00:12:59.440 --> 00:13:05.760 in Bravo key. And while you hold those 00:13:02.880 --> 00:13:11.120 down, you're going to press and hold the power button on the tower. 00:13:08.959 --> 00:13:15.279 But we're not getting an output, brother. For a maximum of 1 minute or until the 00:13:14.000 --> 00:13:20.240 computer beeps at you. We have to hold this for 1 minute. Why 00:13:17.360 --> 00:13:23.920 would anyone accidentally hold Windows B and hold the power button? Why do I have 00:13:22.160 --> 00:13:26.959 to do that for 1 minute? That's not something that can happen by accident. 00:13:25.600 --> 00:13:33.040 I think you're good to go ahead and release those keys. Are you seeing anything on the screen? 00:13:30.720 --> 00:13:36.639 Nothing on the screen so far. Please hold the power button down till 00:13:34.560 --> 00:13:38.880 it powers off again for me. Okay, I guess I'll just do this 00:13:37.839 --> 00:13:44.720 pointless stuff again. All over again. Oh, we got to fast forward for another 00:13:42.720 --> 00:13:48.079 minute cuz he tried to hold a different key combination cuz that's going to fix 00:13:46.320 --> 00:13:52.639 everything when she's not getting any. You're You're good to go ahead and release those keys. 00:13:50.880 --> 00:13:55.120 Are you uh comfortable opening up the unit? 00:13:54.240 --> 00:14:01.120 Sure. Here comes the side panel. She didn't turn it off though first. Are 00:13:58.079 --> 00:14:03.040 you familiar by any at all, Shay, with 00:14:01.120 --> 00:14:05.600 the makeups of an of a computer on the inside? I love this question. You should always 00:14:05.120 --> 00:14:11.680 ask. No, but I am a quick learner. Um, and 00:14:10.000 --> 00:14:17.360 I'm eager to help. So, I have a tool here on my end that allows 00:14:14.399 --> 00:14:22.880 me the ability to see whatever the camera on your cell phone. 00:14:19.920 --> 00:14:26.720 Oh, that's cool. They have video calling. 00:14:24.480 --> 00:14:30.800 The GPU has the power hooked up to it. All of that looks correct. 24 pin power 00:14:28.800 --> 00:14:34.160 connectors connected. Can you go slightly to the right for me? 00:14:32.720 --> 00:14:41.440 This is great. Just making sure things didn't come loose during shipping. This is the first A+ experience that I have 00:14:39.600 --> 00:14:47.920 seen, honestly, out of all of this. The other guys got there, but this is great. 00:14:44.160 --> 00:14:50.000 He can visually verify and clearly knows 00:14:47.920 --> 00:14:54.160 what he's looking for. I think he took a little too long trying all of the like, 00:14:52.320 --> 00:15:01.040 oh, Windows B and whatever. I'm not saying HP is getting an A+. 00:14:55.920 --> 00:15:02.720 Okay, this segment is an A+ experience. 00:15:01.040 --> 00:15:07.760 We didn't get there yet. Well, he hasn't asked us to receat the RA. 00:15:05.839 --> 00:15:10.959 I definitely think that we may want to actually send this unit into our repair 00:15:09.680 --> 00:15:15.360 depot. It's not failing. 00:15:13.040 --> 00:15:18.800 It's passing the post sequence. It is not. 00:15:16.800 --> 00:15:23.040 My biggest concern is the graphics card possibly being bad. And if you'd rather 00:15:20.800 --> 00:15:25.760 return to the point of sale and exchange this unit, that's also well within your 00:15:25.120 --> 00:15:31.120 rights. HP, this is not the first time we've 00:15:28.320 --> 00:15:34.959 done this dance. There's the phone tree. There's the general just kind of lack of 00:15:33.199 --> 00:15:39.440 energy in the whole experience. Forgot about the phone tree. 00:15:36.560 --> 00:15:45.120 But he pointed us to a very costly option for HP, which is just exchange it 00:15:43.120 --> 00:15:51.440 for a whole new back. Yeah. C++. Okay. I I'm okay with the C++. Sure. 00:15:48.639 --> 00:15:57.120 Cyberpower. 21 minutes on hold. Are you kidding me? 00:15:52.399 --> 00:16:00.959 Hi. Um, I just plugged in my 00:15:57.120 --> 00:16:01.920 computer to my monitor and it's not 00:16:00.959 --> 00:16:06.720 turning on. I love how Shay starts every single one 00:16:04.399 --> 00:16:11.440 of these calls as if she has absolutely no idea what a computer even is. 00:16:08.560 --> 00:16:13.360 The monitor. It's The monitor won't. There's nothing on the monitor. 00:16:12.720 --> 00:16:18.560 It won't. Yeah, it just won't. The monitor won't. It's trying. What do you do when your 00:16:17.199 --> 00:16:22.720 monitor won't cry? Where did you plug in your HDMI? Is it 00:16:21.040 --> 00:16:24.959 plugged in above your pink, green, and blue audio ports or is it plugged in 00:16:24.079 --> 00:16:31.120 below? Below. Interesting. Yeah. Uses the colored audio ports as a 00:16:30.320 --> 00:16:36.720 landmark. Is it an HDMI cable or DisplayPort? That's a great question. How would I 00:16:34.720 --> 00:16:40.480 know the difference? Check your plug. Does it look like a 00:16:38.800 --> 00:16:43.680 rectangle with a corner folded in or is it a slant on both sides? 00:16:41.920 --> 00:16:47.600 That's a good way to describe it. I like that. That rolled right off his 00:16:46.160 --> 00:16:51.279 tongue. You can tell he uses that all the time. Yeah. And does your keyboard light up? 00:16:49.680 --> 00:16:56.560 Did I by Power ship us a backlit keyboard? Give me a second. I'm gonna have to find 00:16:53.360 --> 00:17:01.440 it. So, as Cyber Power was asking me to 00:16:56.560 --> 00:17:04.240 take out the keyboard, I pushed the the 00:17:01.440 --> 00:17:08.959 lightest cardboard box off of the table and turn everything off. We were hoping 00:17:06.400 --> 00:17:12.559 that he's going to call us back, but he hasn't so far. So, we're going to wait 00:17:10.720 --> 00:17:17.600 on hold. 8 minutes. Okay. If the customer gets unexpectedly 00:17:15.439 --> 00:17:19.839 disconnected, it is not weird to call them back and say, "Hey, 00:17:19.360 --> 00:17:24.720 I mean, or email them back at least." They should have emailed you. 00:17:22.880 --> 00:17:29.280 They should have done something. S H E A. 00:17:27.120 --> 00:17:33.120 Why don't you know my email? I ordered online. Uh, can you do that again, but slower? 00:17:32.320 --> 00:17:39.120 I'm so sorry. No, it's apologize. You didn't catch it. 00:17:36.160 --> 00:17:43.440 Okay. I have FH EA. He said F. Pay respects to this poor 00:17:42.799 --> 00:17:48.559 support rep. Well, I'm just going to send you an article so you have something to look at as well. 00:17:46.320 --> 00:17:51.440 Quest receive receding GPU. I can walk you through it with the 00:17:49.840 --> 00:17:57.600 guidance of that article. Wait, he wants to reset. We're going to receat the GPU first. I 00:17:55.200 --> 00:18:00.640 strongly oppose this. Just because you're not getting an output doesn't 00:17:58.960 --> 00:18:07.039 mean it's a problem with the GPU. He didn't even have her try the onboard graphics yet. Then he would know that 00:18:04.160 --> 00:18:10.640 this is not the GPU being broken. It hung up again. And even though they 00:18:08.880 --> 00:18:14.080 had my email, not a single follow-up email or anything. 00:18:12.000 --> 00:18:18.400 Are you kidding me? We got disconnected again. They don't follow up. 00:18:16.640 --> 00:18:23.600 Thank you for calling Sur Power PC tech support. My name is How can I help you? 00:18:21.120 --> 00:18:26.960 Basically, my my computer will turn on, but the display won't. 00:18:25.520 --> 00:18:31.679 All right, we can take a look at that. Can I have the serial number on the back of your computer? 00:18:29.280 --> 00:18:35.280 What I don't like is reading out my serial number over and over again. 00:18:33.520 --> 00:18:37.919 Give me the order number or something. Look me up my name. Look me up my email. 00:18:36.960 --> 00:18:42.080 I don't care. And just a few quick questions just to 00:18:40.400 --> 00:18:47.039 double check on a few things cuz there would be two different um DisplayPort 00:18:44.799 --> 00:18:51.919 or HDMI connectors on the PC. One on the top, one on the the bottom on the not 00:18:49.360 --> 00:18:54.559 bottom towards the middle on the back. More than two. That's not a great way of 00:18:53.760 --> 00:18:58.480 describing that. Yeah. This person just doesn't sound 00:18:56.799 --> 00:19:01.760 like they want to be there. And I can't say I blame them. It's a call center job. 00:19:00.160 --> 00:19:06.000 Do the keyboard and mouse light up when you turn on the computer? 00:19:03.520 --> 00:19:08.400 No. And that's connected to the top or the back? 00:19:07.679 --> 00:19:12.720 To the back. Double check. Okay. This is a good troubleshooting step 00:19:10.720 --> 00:19:15.760 though cuz this tells us that it's probably not just a display output 00:19:14.240 --> 00:19:19.440 issue. This tells us that this is a post issue. 00:19:17.520 --> 00:19:24.960 And she checked if it was to the front IO which could just be a bad cable on the 00:19:22.320 --> 00:19:27.919 board or to right directly to the motherboard. 00:19:25.600 --> 00:19:31.679 Yeah, I would recommend go ahead and try to receat that. If you can go ahead and 00:19:29.520 --> 00:19:35.840 bring up those instructions, we can try to walk through that together. Dang it. 00:19:33.919 --> 00:19:40.720 She had the opportunity. She asked the right questions and she's still having 00:19:38.160 --> 00:19:44.640 us receipat the GPU. But you will need a screwdriver for this 00:19:42.640 --> 00:19:48.400 cuz we will need to take the screws out of the back of it so that way you can 00:19:46.400 --> 00:19:52.080 release it. But at least Shay is covered there. She 00:19:50.640 --> 00:19:56.480 has a great screwdriver. LT from ltttore.com. 00:19:54.480 --> 00:20:01.440 You need a smaller one? Get the stubby. Also from ltstore.com. 00:20:00.000 --> 00:20:04.480 That's the one silver lining here. Thank you so much for your patience. Uh, 00:20:03.200 --> 00:20:09.120 I have found a screwdriver. What is that? 00:20:06.720 --> 00:20:12.000 Dang it, Shay. She had one earlier. Where'd it go? 00:20:09.919 --> 00:20:17.360 It might be easier if you lay the PC on its side. Ooh, good move. I like that. 00:20:15.520 --> 00:20:21.039 Uh, I'm just realizing that there's a bunch of screws on this little back 00:20:18.960 --> 00:20:24.960 panel I'm looking on. So, am I doing like You said the tiny ones below the 00:20:23.120 --> 00:20:27.679 DisplayPort. Yes, each of the tiny ones under the the 00:20:27.039 --> 00:20:33.440 ports. Those are those are to take the card apart. 00:20:31.039 --> 00:20:37.760 That's to take the the plate on the port off of the card when you tear down. 00:20:35.440 --> 00:20:42.000 David, is this what you knew was coming? Are you kidding me? No, I see what we're 00:20:40.400 --> 00:20:45.919 supposed to be removing. No, that one thumb screw. Yeah, at the top. 00:20:43.520 --> 00:20:52.320 And then slide the thing up. No. Why are we taking apart our GPU? 00:20:48.960 --> 00:20:55.120 Use the PCIe clip on the motherboard, 00:20:52.320 --> 00:20:59.360 which is you can say towards the middle of the graphics card on the motherboard 00:20:57.120 --> 00:21:01.760 itself. Joy would be on the bottom kind of underneath it. 00:21:00.240 --> 00:21:05.840 What kind of instruction is that for someone that you Yeah. Do you see where she 00:21:03.679 --> 00:21:08.880 obviously have identified as a novice user? She tells her where it is 00:21:07.200 --> 00:21:14.080 on the bottom kind of underneath it. She didn't tell her to unplug it either. 00:21:12.080 --> 00:21:17.919 Also, did we ever even unscrew it? No. We got the clip halfway through. 00:21:17.520 --> 00:21:23.200 Oh, this is a disaster. If you're not sure, you can take a 00:21:21.440 --> 00:21:27.760 picture of what you're looking at and send it to the email that was sent over 00:21:24.880 --> 00:21:32.960 to you. Just send her a picture showing her where the lock is and what it looks 00:21:29.280 --> 00:21:34.799 like. This is a truly awful experience 00:21:32.960 --> 00:21:38.080 so far. And part of it is not this agent's fault. We already had to talk to 00:21:36.400 --> 00:21:42.000 a previous agent who didn't call us back. I mean, the overall awful experience 00:21:40.480 --> 00:21:47.039 too previously. That is really hard to see. 00:21:44.880 --> 00:21:52.640 This is hard to see. And what's really wild is that this has been our 00:21:49.360 --> 00:21:55.120 experience with now multiple Cyberpower 00:21:52.640 --> 00:21:58.159 reps. Yeah. If you look at what that other PCIe slot looks like at the end of 00:21:57.039 --> 00:22:04.559 it, how it has that little that PCIe slot is. I'm not sure what a PCIe slot is. 00:22:01.679 --> 00:22:09.280 See the You can't jargon. All right. I sent you a screenshot with 00:22:06.720 --> 00:22:11.039 two little circles on it. The first one. Cool. But tell me 00:22:10.000 --> 00:22:16.240 the attitude's back. And tell me you're doing No, man. The attitude's back. 00:22:14.159 --> 00:22:20.880 The blue one is circling where it looks like that little tab is on that one. 00:22:17.679 --> 00:22:23.280 I I I pushed it and something moved. So, 00:22:20.880 --> 00:22:25.600 it sounds like that released. Make sure that as you're doing that, you pull up 00:22:24.960 --> 00:22:30.240 on the card. Yeah. And we also haven't released the screws at the back of the card. So, that 00:22:28.799 --> 00:22:33.840 thing ain't coming. Oh my. Oh my goodness. Oh, stop pulling on it. Shake. 00:22:32.720 --> 00:22:38.720 Uh, it's not. Oh, please. Oh, it seems like it's still stuck to the 00:22:37.760 --> 00:22:42.559 back panel. Got all the screws out of that. 00:22:40.799 --> 00:22:47.120 Yeah, you said it was the one It was the tiny ones that were right below the um 00:22:45.280 --> 00:22:50.880 display ports, right? Yeah. I took the Oh, yeah. You took out all the screws, 00:22:49.919 --> 00:22:57.840 buddy. Yes, we might need to take out some of the expansion screws, too, cuz 00:22:55.360 --> 00:23:01.280 you know what? That is a valid step. Sometimes you can have a two slot card 00:22:59.360 --> 00:23:05.760 and the third one overlaps a little bit. I know, but why didn't like why did she 00:23:04.240 --> 00:23:08.080 realize that that's not what she was taking out to begin with? Cuz she said 00:23:07.600 --> 00:23:15.679 we need Yeah, that milk is That milk is spilled. Okay, that milk is spilled. 00:23:13.360 --> 00:23:20.480 Oh, did she just do what I thought she did to that poor graphics card? 00:23:18.559 --> 00:23:24.640 Is she taking out all of them? It kind of looked like it cuz I've seen her go. 00:23:22.320 --> 00:23:26.720 She's going ham, man. If only she had an even better screwdriver. 00:23:25.840 --> 00:23:30.159 Yeah. With nurling on the shafts. 00:23:29.120 --> 00:23:36.080 Get those screws out. It could be ratcheting right now. Yeah. 00:23:34.080 --> 00:23:40.559 Oh. Oh. Oh, she The lock still engaging. 00:23:39.520 --> 00:23:46.559 take out every. So, that's something that can happen is you can release the lock and then pull 00:23:45.039 --> 00:23:50.400 the other side and it can rock the lock back down and then you can I'm surprised 00:23:48.559 --> 00:23:57.000 she didn't rip the lock off that PC slot. 00:23:51.919 --> 00:23:57.000 Okay, graphics card out. 00:23:57.039 --> 00:24:01.520 What? What? What's the next step? I'm holding it in my hands. 00:24:00.159 --> 00:24:04.720 All right, go ahead and leave it out for about 30 seconds. Then you can go ahead 00:24:03.440 --> 00:24:10.159 and put it back in. What? Why are you leaving it out for 30 sec? What are you even talking about? 00:24:08.080 --> 00:24:13.360 You can also try testing it on a different slot on the motherboard if you 00:24:12.080 --> 00:24:16.799 feel comfortable doing that. She's like, I just got it. I just What 00:24:15.120 --> 00:24:20.240 do you mean? I got to wait 30 seconds and put it back in. 00:24:18.480 --> 00:24:25.200 There's no other slot that looks the same. Yeah, cuz they're probably color coded. 00:24:22.400 --> 00:24:26.799 Oh, I Yeah, cuz one is silver. Yeah. 00:24:25.520 --> 00:24:31.600 And then the other ones, like the screenshot you showed me, those are black. Does that matter? 00:24:29.200 --> 00:24:35.279 Kind of. It'll work for troubleshooting. Okay. Performance is going to 00:24:33.360 --> 00:24:38.880 There were such easier troubleshooting steps that we could have take. is I just 00:24:38.320 --> 00:24:41.679 shove it. Are you going to provide her any instructions on how to put this card 00:24:41.360 --> 00:24:48.960 back? I just shove it. Okay. Skater's guide to how to reen GPU. 00:24:47.200 --> 00:24:52.320 Am I supposed to put all the screws back now? 00:24:50.480 --> 00:24:55.520 Yes. Go ahead and put the screws back in as well, just to make sure that it's 00:24:54.720 --> 00:25:02.320 She doesn't have to. You don't have to do that. You already got the system lying flat. 00:24:59.360 --> 00:25:09.679 I did lose one in the case somewhere. Oh man, I'm like 00:25:05.760 --> 00:25:11.760 agitated right now. Hold on. 00:25:09.679 --> 00:25:17.360 Right there. That's the customer experience right 00:25:13.600 --> 00:25:18.400 now. That's what you did to Shay. 00:25:17.360 --> 00:25:24.240 Poor Shay. I'm just going to take a second and try to find the the the screw that I lost. 00:25:22.880 --> 00:25:28.559 Adam, don't help. Oh, he's saying you could break the whole 00:25:26.559 --> 00:25:31.919 No, he's right. He's right because if that screw is shorting something, the 00:25:30.159 --> 00:25:33.840 rep should not be letting her turn the system back on with a loose screw 00:25:33.360 --> 00:25:41.799 somewhere. Is it underneath the graphics card? Dear God. 00:25:38.159 --> 00:25:41.799 Oh my god, her face. 00:25:43.760 --> 00:25:47.279 Thanks for your patience. This is just going to take a moment. Okay, 00:25:46.799 --> 00:25:51.760 I got to Okay, who's the support rep? It's pretty weird that you didn't bring 00:25:50.720 --> 00:25:57.600 me a screwdriver from ltstore.com. 00:25:53.760 --> 00:25:59.360 I DON'T JUNK in this in this facility. I 00:25:57.600 --> 00:26:01.679 understand why Adam stepped in here. Oh, yeah. This could have easily taken all 00:26:01.279 --> 00:26:07.760 day. Oh, 100%. Are you sure you don't want to rethink 00:26:04.480 --> 00:26:12.000 the HPC Plus rating? 00:26:07.760 --> 00:26:14.559 Well, what's this like a a D minus? 00:26:12.000 --> 00:26:19.679 Nothing is coming up on my monitor. And the CPU does not have onboard 00:26:17.279 --> 00:26:22.799 graphics support. I don't think she is checking if if uh it's got 00:26:21.760 --> 00:26:27.760 onboard to try the onboard. So, yeah, the time to do that was an hour 00:26:25.520 --> 00:26:31.840 ago. When did this start exactly? Was it just completely at random? It just 00:26:29.919 --> 00:26:35.840 started or was it happening from the very beginning? That's a great question for right when 00:26:34.880 --> 00:26:41.679 this call started. From the very beginning. This is the first time I've tried to uh turn on the 00:26:39.440 --> 00:26:45.120 computer with my monitor plugged in. And the screen itself says no signal or 00:26:43.440 --> 00:26:48.320 is it just a blank screen? Blank screen. Question. 00:26:46.960 --> 00:26:52.799 How many times we got to tell you it's a blank screen. Okay, let's try one more thing. Shut it 00:26:51.120 --> 00:26:58.240 off again. Go ahead and take off that glass panel again and then receat the 00:26:54.880 --> 00:27:00.799 RAM, which is the two thin little 00:26:58.240 --> 00:27:04.880 sticks. You only have one. My bad. It should say Tforce on it. 00:27:02.559 --> 00:27:09.440 But will you be able to get Shay through the process? Where was this version of 00:27:07.279 --> 00:27:13.039 this rep at the beginning of this call? I don't know. 00:27:10.400 --> 00:27:16.480 Go ahead and take it out and then put it back in. Same thing you did with the 00:27:14.240 --> 00:27:21.039 rim. I mean, go ahead and take it out. 00:27:18.240 --> 00:27:23.919 Yeah. Don't Nothing about clips. Put it back in the same one that it was 00:27:22.159 --> 00:27:27.279 originally in to start with. Make sure that you hear it quicken. What if she can't remember what that 00:27:26.320 --> 00:27:31.440 was? Uh, I don't quite remember which one 00:27:29.600 --> 00:27:36.480 that was, so we're going to guess. Oh my god. It would probably be one, which is the 00:27:34.720 --> 00:27:40.960 one closest to the CPU. No. No. It' be two. 00:27:39.360 --> 00:27:45.039 Yeah, it'd be one over. Okay, I put it back on. Um, 00:27:44.159 --> 00:27:49.840 Shay, stop. Stop. It's definitely not in. Anything on the 00:27:47.440 --> 00:27:55.039 screen? Still a blank screen, unfortunately. 00:27:52.720 --> 00:27:59.120 Offer an RMA. I would give up if I was the rep at this 00:27:57.039 --> 00:28:03.360 point. And I would ask to just send it back. 00:28:01.120 --> 00:28:07.120 Even if you think a supervisor could help troubleshoot this better, at this 00:28:05.360 --> 00:28:12.720 point, the customer's experience has been so long and dragged out and awful 00:28:09.360 --> 00:28:14.240 that it really is just time to 00:28:12.720 --> 00:28:20.399 say, "Forget it." Yeah, with HP I didn't feel that way yet just 00:28:17.520 --> 00:28:24.240 because it hadn't been that long and we were it was such an easy troubleshooting 00:28:22.559 --> 00:28:27.039 step. But now we've like we've taken this thing apart. We put it back 00:28:25.600 --> 00:28:31.520 together. We've taken the thing out. We put it back in. 00:28:28.720 --> 00:28:36.399 Uh there's just like little tabs that I can move. I'm just starting to like 00:28:33.360 --> 00:28:38.799 wiggle stuff. Oh, well it's on. Shake. 00:28:36.399 --> 00:28:41.360 It won't break it. It won't not break it. 00:28:39.679 --> 00:28:44.880 Well, she's told her to push down until it clicks. Yeah, but like 00:28:43.919 --> 00:28:49.840 what? You better be careful telling a novice user to push down till it clicks. Just 00:28:48.399 --> 00:28:52.799 like I'm careful to make sure I don't forget to tell you about our sponsor, 00:28:51.520 --> 00:28:58.960 you green. Yeah, their Revo 5 in1 USBC hub is only $10 00:28:56.080 --> 00:29:03.840 for Black Friday. That's nearly 40% off. With 95 watts of USBC pass through 00:29:01.120 --> 00:29:07.679 charging and HDMI supporting a 4K 30 Hz connection, you can connect and charge 00:29:05.679 --> 00:29:12.240 your laptop with ease. Got a newer device that doesn't have a ton of IO? 00:29:09.279 --> 00:29:16.720 The Revo Doc has three USB ports, one 3.0 high-speed connection for fast data 00:29:14.559 --> 00:29:20.159 transfers, and two 2.0 slots for your peripherals. So, don't throw away your 00:29:18.399 --> 00:29:24.480 old mouse and keyboard. Pick up a UG Green Revo doc today from the link in 00:29:22.159 --> 00:29:28.240 the video description. Oh, and we got disconnected. 00:29:26.159 --> 00:29:31.919 You have got to be kidding me. Are you kidding me? 00:29:30.000 --> 00:29:35.679 And this was definitely not us. We did not bump the phone. 00:29:33.120 --> 00:29:38.960 That was a 50minute call. I was on that phone call for an hour. I'm just like so 00:29:38.399 --> 00:29:43.760 sweaty. It was working for so good and then I figured it out at the end. She told me 00:29:42.480 --> 00:29:48.960 she put she told me to put it in the wrong slot. I'm stressed. Oh my god, 00:29:45.919 --> 00:29:50.080 it's pretty chilly in here. And I'm like 00:29:48.960 --> 00:29:53.600 at this point they're just getting a failing grade if they can't 00:29:52.000 --> 00:29:57.840 if they can't reconnect with us in like 5 minutes. And like she has my email. Yeah. 00:29:56.240 --> 00:30:00.399 The latest person we were talking to, she sent me we we sent pictures back and 00:30:00.080 --> 00:30:06.159 forth. He gave him 5 minutes. I would have given them two. Well, Cyberpower finally emailed for a 00:30:04.720 --> 00:30:12.000 tech support survey. That's the one that we lost the call with them twice. 00:30:08.799 --> 00:30:14.000 They had the audacity to send a survey 00:30:12.000 --> 00:30:17.279 but not actually follow up the experience. 00:30:15.120 --> 00:30:21.840 Please fill out our survey. Uh so we clearly have a way to contact you, but 00:30:19.840 --> 00:30:24.720 only for the survey, not to double check that your problem was resolved. 00:30:23.279 --> 00:30:28.159 I don't know if that was the longest support call we've ever seen on Secret 00:30:26.320 --> 00:30:32.159 Shopper, but I think it's fair to say that that was the worst. It was pretty rough. They would have 00:30:30.880 --> 00:30:36.640 been better off not participating at all. Oh my god. Sorry, who are we talking to now? 00:30:34.240 --> 00:30:40.399 NZX. Order status increase. We appreciate your patience. We'll be 00:30:38.399 --> 00:30:44.960 with you as soon as possible. 59 minutes. As soon as possible. They 00:30:43.279 --> 00:30:48.799 waited an hour on hold. And what's really frustrating is that we 00:30:47.440 --> 00:30:52.320 didn't wait a long time to talk to someone when we wanted to buy something. 00:30:50.640 --> 00:30:55.919 Did he apologize for how long she was on hold? I don't think so. 00:30:53.679 --> 00:30:59.200 Thank you for calling NZXT. My name is How can I assist you today? 00:30:57.520 --> 00:31:02.559 Uh, are you using the HDMI port that's located up by the USB ports or you may 00:31:01.279 --> 00:31:06.799 have a second one that's going to be lower below the audio jacks? Uh, below 00:31:04.960 --> 00:31:10.399 the one below the audio jacks up. She's getting a little too seasoned now, 00:31:08.399 --> 00:31:14.000 though. You can tell she knows what she's talking about now. Do you happen to have a cell phone 00:31:12.320 --> 00:31:17.679 number I can send a text message to for a video call service that we use? 00:31:16.080 --> 00:31:21.840 This is great. Immediate. If only we hadn't waited an 00:31:20.240 --> 00:31:24.559 hour to talk to him. Then he would be way ahead of the game. 00:31:23.360 --> 00:31:28.480 I have got to just double check the motherboard on this real quick. Yeah, that might already point me in the 00:31:27.279 --> 00:31:32.240 right direction to what's going on with the PC. Uh, you can go and power it off real quick. 00:31:30.399 --> 00:31:35.679 What? What the LED? You look at the LED. She's using her phone to show them what 00:31:33.840 --> 00:31:38.799 LED is on, which Yeah, it probably says DRAM. Okay. All right. 00:31:37.360 --> 00:31:46.000 And I'm trying to get like the exact model on the motherboard, and whoever put it here just put uh 00:31:42.960 --> 00:31:47.519 Gigabyte G uh B760 temp doesn't have the 00:31:46.000 --> 00:31:53.039 exact model number. I'm like, you guys suck. Did he just say that? 00:31:51.120 --> 00:31:56.240 Uh just my guys, they they really do need to when I when I asked them for 00:31:54.799 --> 00:32:00.480 this kind of info, like I needed Is he airing internal process 00:31:58.720 --> 00:32:04.640 frustrations? He just crapped on his own support with a customer 00:32:02.960 --> 00:32:08.240 in the middle of a customer support call. 00:32:06.159 --> 00:32:12.240 I have my ways working around it. We're utterly incompetent, but don't 00:32:10.080 --> 00:32:16.640 worry, I got you. That is a weird message. 00:32:14.640 --> 00:32:21.600 Yeah, I believe that particular light is DRAM. I just wanted to be sure on here. 00:32:19.120 --> 00:32:24.880 Knowledgeable though, buddy. Here he is. He's not even looking at 00:32:23.039 --> 00:32:28.799 He knows it cold. Let's see. And this one's configured 00:32:26.960 --> 00:32:32.720 four sticks. Okay. wondering if there might be an issue with one being loose. 00:32:30.799 --> 00:32:36.159 Just to start, um I want you to go ahead and we're going to remove two RAM sticks 00:32:34.080 --> 00:32:39.440 just to start on here. Uh first and third, that's good because four even at lower 00:32:38.640 --> 00:32:43.440 speeds. First and third, counting from left to right. So, and 00:32:42.080 --> 00:32:47.200 then to unlock them, there's going to be little tabs at the top and bottom of each stick. 00:32:46.399 --> 00:32:51.200 He knows what he's doing. Uh is it okay if I put the phone down 00:32:50.320 --> 00:32:56.799 for a second? Absolutely fine. It's too bad it took so long to get here. 00:32:53.679 --> 00:32:57.600 Yeah. What a just crap stain on what is 00:32:56.799 --> 00:33:03.279 overall pretty good a pretty smooth experience. Let's try and start the PC with just the 00:33:01.360 --> 00:33:06.399 ones in slots two and four. See what what result we get. That's a good that's a good start. I 00:33:05.760 --> 00:33:11.679 would try that too. I would 100% try that. If you actually look at the pin like the 00:33:09.679 --> 00:33:14.960 the pin end of it. So the site the slot that goes into the motherboard. One 00:33:13.360 --> 00:33:19.919 slide is uh one side is slightly longer than the other. They're pretty in the middle on DDR4 and 00:33:18.080 --> 00:33:22.320 five. It's slight might be easier to put the PC on its 00:33:21.440 --> 00:33:26.000 side as well. Boom. There it is. All 00:33:24.559 --> 00:33:30.159 right, let's try and start the PC up now. See what uh see what result we get. 00:33:28.320 --> 00:33:33.840 She's removed everything at this point, too. So, it should work. Like, as long 00:33:32.080 --> 00:33:38.880 as she's slotted it back in correctly, it should work. At this point, though, I do think they 00:33:36.799 --> 00:33:41.840 get at least some credit. Even if they ultimately don't solve it because they 00:33:40.720 --> 00:33:45.120 went through the right steps and Oh, yeah. Uh, go ahead and power it off. We're 00:33:43.919 --> 00:33:48.559 going to take all four sticks out at once, and we're just going to try and start it with no RAM to see if we get a 00:33:47.600 --> 00:33:52.880 different error. I actually like that. I don't know if I would have thought of 00:33:51.039 --> 00:33:56.240 that. Try it without any RAM at stick number one one and we'll just install it 00:33:54.640 --> 00:34:00.799 in the fourth most slot. Okay, we really need to make sure she puts that RAM stick in properly though. 00:33:59.279 --> 00:34:03.120 Come on, man. Oh, there you go. Okay, click. 00:34:02.320 --> 00:34:08.560 That's a good click. Beautiful. Oh my god. I think this time it's okay. One one is in fourth slot. 00:34:07.360 --> 00:34:12.240 All right, let's start with just that single stick around. Yes, good troubleshooting step. 00:34:11.280 --> 00:34:17.520 Yeah, we're going to turn it on with just that one stick. He's not having her turn off the power 00:34:16.399 --> 00:34:21.599 supply in between. Okay, so it's gone right back to the 00:34:19.839 --> 00:34:24.639 regular setup, which is a good sign. So, it was probably in recovery setup. Now, 00:34:23.200 --> 00:34:28.399 we're in actual setup. All right. Um, at this stage, let's go 00:34:27.040 --> 00:34:32.320 ahead and just press the power button on top of the PC to shut it down. Let's see if we can get we can figure out what's 00:34:31.200 --> 00:34:37.599 going on with the rest of the RAM. Doesn't matter which ones for these ones we put in. So, we can do like uh 13 and 00:34:36.480 --> 00:34:42.159 1 and 14 and three. Wow. He's going to actually guide her successfully to put in all four sticks. 00:34:40.800 --> 00:34:45.520 I bet you love it. And he's asking for the full click. 00:34:44.320 --> 00:34:49.599 So, yeah. From here, we just got to go ahead and set up your account. Uh just use your standard login for that if you 00:34:48.800 --> 00:34:54.079 happen to have like a I'd give them the full mark. She's going to keep walking her through 00:34:52.399 --> 00:34:59.359 this. That probably explains why they wait an hour for people to talk to them. 00:34:57.200 --> 00:35:04.320 I But then they should hire more support if people are on hold for an hour. 00:35:02.240 --> 00:35:07.280 It's not always that easy. What we liked about it was that we had a great 00:35:05.359 --> 00:35:11.200 experience once we talked to them. But like you said before, I just don't think 00:35:09.359 --> 00:35:16.400 they can be higher than a B based on how long we waited to talk to them. An hour is a pretty long time. 00:35:14.320 --> 00:35:21.359 Otherwise, he crushed it. crushed it. But that's that's an A to an A+ with 00:35:19.040 --> 00:35:26.079 Demerits for how long we waited. Oh my god. An hour on the hold. But to 00:35:24.240 --> 00:35:29.280 fix it in 20 minutes, not bad. For order status on new product 00:35:27.839 --> 00:35:33.359 purchases that you have not yet received, say order status. 00:35:32.000 --> 00:35:38.079 No. To get you to the right engineer, I need 00:35:35.520 --> 00:35:43.079 the 10 or 11digit express service code from the bottom or side of your product. 00:35:40.079 --> 00:35:43.079 X3. 00:35:45.680 --> 00:35:52.400 Sorry, I didn't quite get that. Okay, of course it didn't work. Why would that 00:35:49.599 --> 00:35:56.160 work? Thank you for calling, D. You've reached 00:35:54.720 --> 00:36:01.200 a call routing operator. No wait time, though. May I have the service tag or the 00:35:59.280 --> 00:36:03.760 express service code of the system? Why does he Why does he need the express 00:36:02.960 --> 00:36:09.760 code to sharing? I want to put my fist through the screen. So that's going to be G as in golf and 00:36:08.160 --> 00:36:14.800 that's in November. How much of our precious limited time on this earth has 00:36:11.920 --> 00:36:18.480 been spent redundantly reading out strings of characters? 00:36:16.720 --> 00:36:24.880 All right, please bear with me while I get you connected to the basic warranty 00:36:22.000 --> 00:36:29.599 technical department. So, not only did the information she 00:36:27.760 --> 00:36:36.079 provided not get passed through to the rep, the entire phone tree was 00:36:32.720 --> 00:36:38.800 completely unnecessary because we still 00:36:36.079 --> 00:36:42.960 had to go to an operator to direct our call to the correct place. Why don't 00:36:41.040 --> 00:36:47.520 they just have her go get a hula hoop and and jump through it three times? 00:36:45.520 --> 00:36:50.880 Shay, I can see here you're calling for your XPS 8950. 00:36:49.680 --> 00:36:56.320 Yes. Oh, thank goodness. I he actually 00:36:53.040 --> 00:36:59.119 the number of times that I have had to 00:36:56.320 --> 00:37:02.400 give it three times. It's more than I would like to say. 00:37:00.000 --> 00:37:04.800 Nothing will show up to the monitor. I'll definitely help you with this. 00:37:04.320 --> 00:37:09.839 Okay. Okay. Hey, that gives me confidence. Me, too. Actually, 00:37:07.599 --> 00:37:12.880 the monitor that you're using, is it a Dell or it's a nondell? 00:37:11.599 --> 00:37:16.480 I think it's a nondell. Can you help me with the model number of your monitor, please? 00:37:15.280 --> 00:37:20.000 Oh, he's trying to find out product information. That's You know what? 00:37:18.400 --> 00:37:25.359 It's fair. It shouldn't really matter, but No. No. I actually like it. 00:37:23.599 --> 00:37:29.680 Collecting information, not bad. And if the problem is that 00:37:28.079 --> 00:37:34.240 there is no output, well, there are three potential causes. 00:37:32.000 --> 00:37:39.599 The computer, the monitor, or the cable. I can see you have a NVIDIA 3060 00:37:38.560 --> 00:37:42.960 graphic card. Okay, he's looking at our system. Is 00:37:41.680 --> 00:37:51.119 there any kind of obvious incompatibility? You have matching ports in uh both 00:37:48.560 --> 00:37:53.839 monitor and the desktop. Okay. You know, he's the only person who's 00:37:52.560 --> 00:37:58.240 actually done that. Made sure that we have matching ports. A lot of people are 00:37:56.000 --> 00:38:03.200 still using pretty old monitors that only have HDMI or VGA and DVI. Yeah. 00:38:01.359 --> 00:38:08.000 So, what we need to do here, we need to perform a hard reset. Okay. 00:38:06.400 --> 00:38:12.160 He's the only one who's tried a quick turn it off and on again. 00:38:10.000 --> 00:38:15.040 Like that's almost always good point, right? Nobody else has done it. 00:38:13.839 --> 00:38:22.000 Yeah. And that's like the first thing you always try when troubleshooting is just try to power cycle it once. Also 00:38:18.640 --> 00:38:24.160 unplug the monitor as well and unplug 00:38:22.000 --> 00:38:25.920 everything uh from the monitor as well like the power cord. 00:38:25.280 --> 00:38:30.880 Wait, what? He doesn't she doesn't Yeah, she doesn't need to unplug the monitor. 00:38:29.280 --> 00:38:34.400 Uh also from the monitor. I wonder if he's trying to just power power. I think he's trying to power 00:38:33.599 --> 00:38:37.839 cycle it. Okay, thank you for doing that. Yeah, 00:38:36.800 --> 00:38:42.320 thank you for your patience. This is good customer service. Doing good. I do need to see and 00:38:40.800 --> 00:38:46.720 actually solve the problem before I give him a good grade. But 00:38:44.079 --> 00:38:50.480 also, you will be able to see uh some buttons on your monitor. 00:38:48.240 --> 00:38:52.880 Input select is one of them. Yep. Yeah. Make sure it's set to the right 00:38:52.079 --> 00:38:58.000 thing. Can you check on your keyboard uh caps 00:38:56.079 --> 00:39:01.520 lock key is lit up or not? That's a good troubleshooting step that 00:38:59.359 --> 00:39:08.560 we should have done a thousand years ago. Power button of the tower. Is it solid 00:39:05.040 --> 00:39:09.520 white or is there any flashing code that 00:39:08.560 --> 00:39:15.760 you can see? They do have an indicator. He just 00:39:12.560 --> 00:39:17.359 hasn't been using it. 00:39:15.760 --> 00:39:20.880 No. Why did it Why did it take him like 20 00:39:19.920 --> 00:39:25.920 minutes to get here or three times with a white and then 00:39:23.280 --> 00:39:31.200 there's a pause and then it flashes twice with a yellow orange light. 00:39:29.359 --> 00:39:34.880 I want to know what that code means. I want to look up that code right now cuz 00:39:32.720 --> 00:39:38.000 I bet it might issue. For example, the power and battery 00:39:36.480 --> 00:39:42.880 status light blinks amber two times followed by a pause and then blinks white three times followed by a pause. 00:39:41.040 --> 00:39:46.240 This 23 pattern continues until the computer is turned off indicating no 00:39:44.480 --> 00:39:50.560 memory or RAM is detected. Oh my god, that's 00:39:49.920 --> 00:39:56.720 you. That's from dell.com. 00:39:54.079 --> 00:40:01.680 So there are two covers. One is left side cover, one is front cover. Okay. 00:39:59.760 --> 00:40:06.640 So, you need to remove the left side cover. Is this system powered on? 00:40:04.400 --> 00:40:09.599 Yep. This lights on the GPU. Oh, good. Looks like. Yeah. 00:40:08.160 --> 00:40:14.800 Okay. Um, you got it. Yeah. Victory. The computer's still on. 00:40:14.160 --> 00:40:21.599 Just a Oh, you need to you need to turn it off, actually. 00:40:19.440 --> 00:40:26.560 He's been so calm and collective this whole time. You need to turn it off. 00:40:24.000 --> 00:40:32.079 There are clips securing that. You need to like uh spread the clips. 00:40:30.079 --> 00:40:34.720 You know, spread the clips is actually a sooner description than I've heard from 00:40:33.599 --> 00:40:44.560 some of the other reps. Yeah. Yes. And they are two same uh things 00:40:40.160 --> 00:40:47.200 like they're two uh 8 GB each. 00:40:44.560 --> 00:40:49.839 Okay. Yes. I I I got them out. I almost dropped one of them. I hope that's not 00:40:48.960 --> 00:40:56.480 important. Uh but we're good. Start the computer. still flashing the 00:40:55.040 --> 00:41:02.760 same pattern. So, unplug the power cord. 00:40:58.800 --> 00:41:02.760 Unplug the power cord. 00:41:03.760 --> 00:41:09.119 Unplug the memories back to the tower. 00:41:08.720 --> 00:41:13.280 Oh, yeah. So, he tried with nothing in. That's fine. Got a new code. 00:41:12.560 --> 00:41:20.400 Yep. Let's see if we end up with dual channel memory at the end of this. 00:41:18.160 --> 00:41:24.720 Oh, okay. There you go. Done. 00:41:22.400 --> 00:41:28.400 A satisfying click from all of them. Okay, I think this is it. 00:41:26.240 --> 00:41:33.359 Yeah, cycle. All right, powering the computer up. 00:41:30.560 --> 00:41:36.480 Great. Um, yeah, it's asking me to sign in. 00:41:35.520 --> 00:41:42.240 Okay, here we go. It It took like a half hour. I have to dock points for wasting our 00:41:40.240 --> 00:41:47.359 time when he had a postcode. I think it's a B+. I can't give him an A 00:41:44.480 --> 00:41:50.319 for not catching that most obvious of diagnostic steps. 00:41:48.560 --> 00:41:54.000 Keep my email handy for future reference. And if you need any help or 00:41:53.280 --> 00:41:57.359 if you have any questions, if you ever need more help, don't worry. 00:41:56.400 --> 00:42:02.079 We're here for you. B+ B. And with one and a half pluses. 00:42:01.440 --> 00:42:07.520 Okay. I felt taken care of at least. And I 00:42:04.880 --> 00:42:10.800 never felt at any point like I wasn't going to get it resolved. 00:42:08.560 --> 00:42:15.680 No. And he wasn't frustrated uh or anything. He was very patient. It felt 00:42:13.440 --> 00:42:20.880 uh very a little slow double-checking things a billion times, asking me if I 00:42:18.480 --> 00:42:25.680 have the same chord like six times. But I will say I'd rather someone be 00:42:23.280 --> 00:42:31.520 thorough and it feel like I'm it's taking a little long for me than uh than 00:42:28.800 --> 00:42:35.119 to be like assuming all of these things and all of a sudden he's like somewhat 00:42:33.359 --> 00:42:38.880 the technical support is like five steps ahead and I'm still seeing what step one 00:42:37.599 --> 00:42:43.040 is. It's interesting hearing hearing Sha's take on the slow methodical pace 00:42:41.200 --> 00:42:48.720 versus the like quick everyone's techsavvy right pace where yeah it felt 00:42:46.480 --> 00:42:54.240 slow but at least people weren't five steps ahead of me. Yeah I buy power. 00:42:52.240 --> 00:42:59.040 Hello and thank you for calling I by power. Thank you for purchasing a system 00:42:56.560 --> 00:43:03.680 directly from I by power. Regarding your I by power system. Press one for issues 00:43:01.599 --> 00:43:07.520 with game codes or gift cards. When turning on your PC for the first time, 00:43:05.680 --> 00:43:11.040 it can take several minutes for Windows to load 00:43:08.720 --> 00:43:16.319 to check for loose cables, make sure the computer is completely powered down and 00:43:13.040 --> 00:43:18.240 unplugged. Then remove both side panels. 00:43:16.319 --> 00:43:22.720 On most builds, Windows will be installed to the solid state drive or 00:43:20.160 --> 00:43:26.319 SSD, which is a thin rectangular component roughly the size and shape of 00:43:25.040 --> 00:43:29.520 a smartphone. Is there a robot telling us everything 00:43:28.079 --> 00:43:34.319 we could possibly need to know about troubleshooting our computer? Plugging into the SSD, 00:43:32.480 --> 00:43:37.200 even if both cables appear to be plugged in. This is like a game loading screen that 00:43:36.319 --> 00:43:42.960 has like game chips. Are we in the FAQ? Is this 00:43:40.960 --> 00:43:45.440 just an audio version of the FAQ? I have no indication right now that someone is 00:43:44.720 --> 00:43:50.319 going to come talk to me. Yeah, I don't know if she's actually on hold. Please remain on the line and an agent 00:43:49.040 --> 00:43:56.319 will be with you shortly. Great. But it would have been really the SSD might be unplugged is 00:43:54.319 --> 00:44:00.400 something that has to be. Thank you for calling out about power 00:43:57.520 --> 00:44:06.240 tech support though. The display turns on, but it's coming up with a little box 00:44:03.680 --> 00:44:10.480 that says uh install Windows. The computer restarted unexpectedly or 00:44:08.240 --> 00:44:13.839 encountered an unexpected error. Windows installation cannot proceed to install 00:44:12.640 --> 00:44:18.319 Windows. This was a system that had an actual problem with it. 00:44:16.079 --> 00:44:23.040 This is the one. It got messed up on the Windows install. I just tried a few 00:44:20.160 --> 00:44:28.640 quick fixes. It could happen to anyone. Go ahead and press the shift and the F10 00:44:25.359 --> 00:44:30.400 key on your keyboard. M get that command 00:44:28.640 --> 00:44:34.160 prompt open. Okay. Re E g. What was next after that? 00:44:33.599 --> 00:44:38.480 Reedit. Regedit. That's crazy. We're going straight to registry 00:44:38.079 --> 00:44:43.200 editing. This is a little dangerous to be honest. Wow. 00:44:41.440 --> 00:44:47.280 Like I He's going to tell her exactly what to type, so it's probably fine. But 00:44:45.280 --> 00:44:52.319 I don't know. I don't know if I tell a new user to use regedit 00:44:49.200 --> 00:44:53.280 like immediately. First step. Let's go. 00:44:52.319 --> 00:44:58.000 Yeah, I got it. Okay. All right. So, let's go look for the 00:44:56.800 --> 00:45:02.560 drop down. And now, he's lucky he's talking to a user who's savvy enough to just immediately find a 00:45:01.839 --> 00:45:07.760 drop down. When you click on child completion on the right hand side, you're going to 00:45:05.119 --> 00:45:10.319 have setup.exe. Yes. 00:45:08.960 --> 00:45:14.960 All right. Go ahead and double click on setup.exe. 00:45:12.720 --> 00:45:18.400 The value data should be at one. We're going to change it to three. 00:45:16.400 --> 00:45:22.880 Oh, I see what happened. It's not that the Windows install is corrupted. It's 00:45:20.480 --> 00:45:27.119 that the Ubie, the outofbox experience, somehow got corrupted or bypassed or 00:45:26.000 --> 00:45:30.400 disabled. So, we've just restarted it. 00:45:29.200 --> 00:45:33.920 You can tell they've dealt with this before. Yeah. Oh, yeah. He was like, "Oh, it's 00:45:32.640 --> 00:45:39.040 this." Once the computer restarts, you should be greeted with the Windows welcome 00:45:38.000 --> 00:45:43.760 screen. Yeah, it's asking uh my country and Yeah, it's the whole Windows setup 00:45:42.720 --> 00:45:47.839 thing. So, great. Okay, cool. Uh anything else I 00:45:45.920 --> 00:45:51.680 can help you with today, miss? No, that's everything. Thank you so 00:45:49.359 --> 00:45:56.560 much. So, we are calling back uh I by Power to with uh the RAM issue that 00:45:54.640 --> 00:46:00.000 we've given the other ones. Uh we're going to try the RAM on I by Power 00:45:58.560 --> 00:46:03.040 to make sure we have an apples to apples. Uh-oh. They were pretty fast with the other 00:46:02.319 --> 00:46:08.880 one. They were fast once we've made it through their lecture about how to 00:46:07.119 --> 00:46:11.440 Yeah, that was okay. So, you're just getting like a 00:46:10.160 --> 00:46:14.800 black screen. Yeah. Different rep. Yeah, seems like it. 00:46:13.280 --> 00:46:20.480 Is this a new computer? Yes. Do you have the order number? 00:46:18.000 --> 00:46:24.000 Um, yes I do. Looks like you have a MSI motherboard 00:46:22.319 --> 00:46:28.319 which will have a couple of debug lights inside. So if you look at the glass panel 00:46:26.800 --> 00:46:31.839 to the debug lights on the top right of it, you see a small 00:46:30.079 --> 00:46:36.720 LED light there. I do see a small LED light there. Yes. 00:46:34.960 --> 00:46:42.720 Uh, what color is it? Uh, it is mustard yellow. 00:46:39.599 --> 00:46:44.079 Two issues cuz I get I bet you he's 00:46:42.720 --> 00:46:48.079 going to solve this. Like look, he's already got the debug light figured out. 00:46:46.240 --> 00:46:51.599 So far ahead. Yellow's going to represent your RAM. 00:46:50.319 --> 00:46:55.599 Would you feel comfortable taking the RAM out of the computer and putting it back in? 00:46:53.680 --> 00:47:00.640 I by power might have solved both of these issues in about the same time as 00:46:58.319 --> 00:47:03.280 our best resolution of the one issue with the others. 00:47:01.599 --> 00:47:06.400 Yeah. And it's two different reps, too. So, we can't even just, you know, tie it 00:47:04.880 --> 00:47:09.400 to like, oh, we had a good guy. Nope. 00:47:10.640 --> 00:47:17.359 So, above each one, you guys see a plastic tab. I do see a plastic tab. 00:47:14.319 --> 00:47:18.640 That tab away from the stick of RAM. 00:47:17.359 --> 00:47:21.359 Away from the stick of RAM. That's good. That's great instructions. 00:47:20.640 --> 00:47:27.520 I like that. Yeah. Ah, that makes sense. Oh, I got one out. Would you like me to 00:47:25.920 --> 00:47:32.240 do the same thing with the other one? Yeah. Yeah. Let's take both of them out. 00:47:30.240 --> 00:47:35.760 No, not quite the same thing, but sure. The only thing he could have done better 00:47:34.319 --> 00:47:38.560 is have her put the computer on its side. Yeah. and help with the orientation of 00:47:37.680 --> 00:47:42.400 the rim. Sure, she's done this a few times and she kind of knows what she's doing at 00:47:41.680 --> 00:47:46.079 this point. They feel secure. They feel clicked in. 00:47:45.520 --> 00:47:52.319 Crushed it. They crushed it. Knocked it out of the park. I see a Windows logo. Yay. 00:47:51.040 --> 00:47:57.200 Perfect. Easy. A Yeah, no problem. No question. 00:47:54.240 --> 00:48:00.960 Honestly, A+ two completely different reps crushed it almost instantly. They 00:47:59.599 --> 00:48:06.560 figured it out. They knew exactly where to go. Six and a 7 minutes. Just under 7 00:48:03.520 --> 00:48:08.160 minutes. What makes it not an A+? the 00:48:06.560 --> 00:48:10.720 weird tutorial. Okay, fine. I would be mad listening to 00:48:10.000 --> 00:48:15.760 that thing, too. Trying to pawn me off on the FAQ so 00:48:13.359 --> 00:48:19.280 hard. The actual service was fantastic. I agree with you. A+. 00:48:18.079 --> 00:48:22.559 That was awesome. Awesome. Just like this. Awesome. Segue 00:48:21.520 --> 00:48:26.880 to our sponsor. Thanks, Ug. Make sure to check out their 00:48:24.559 --> 00:48:32.240 Power Roome 1200 W portable power station with power zip tech. This beauty 00:48:29.280 --> 00:48:34.880 will charge from 0 to 80% in just 50 minutes when plugged into the wall, 00:48:33.760 --> 00:48:40.079 getting you ready for your next unplugged adventure in no time. No AC 00:48:37.440 --> 00:48:44.160 wall plug? No problem. With fast solar charging, you can get the Power Roome 00:48:41.680 --> 00:48:48.720 1200 fully loaded up in just 3 to 4 hours, so you're ready to use just about 00:48:46.480 --> 00:48:53.680 whatever appliance you want, when you want. And with their Uturbo Tech, you 00:48:51.280 --> 00:48:59.440 can even support devices that draw up to 2500 watts peak. That means you can get 00:48:57.119 --> 00:49:04.079 that DIY project done just about anywhere, no matter what tools you might 00:49:01.440 --> 00:49:08.240 need. Still not impressed? It supports 100 Ws of power delivery on the USBC 00:49:06.240 --> 00:49:12.160 ports, so your phone or laptop can stay topped up while you work or camp. And 00:49:10.079 --> 00:49:14.960 with premium lithium iron phosphate EV batteries coupled with a 5-year 00:49:13.440 --> 00:49:18.800 warranty, you should get consistent performance and peace of mind that this 00:49:17.040 --> 00:49:22.800 thing is going to work when you need it. It's currently $250 off. So act fast and 00:49:21.680 --> 00:49:26.480 check out the link in the video description below. Thanks, Green. If you 00:49:25.280 --> 00:49:31.520 guys enjoyed this video, you can check out the previous two parts of Secret Shopper 3 where we looked at the 00:49:29.200 --> 00:49:35.440 ordering process and what arrived in the mail. Or if that's not enough for you, 00:49:33.680 --> 00:49:40.640 you can check out the previous two complete rounds that we've done in the 00:49:37.200 --> 00:49:43.119 past to get some of the inside jokes 00:49:40.640 --> 00:49:48.640 about Dell warranties and financing and whatnot. The previous ones haven't gone 00:49:45.520 --> 00:49:48.640 great for Dell.