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We now know which system builder packs their systems the best, but Miss

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Katesson is still missing. And to find her, we'll be investigating all of the

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different system integrators support skills. What did we try this time,

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Plofen? We unseated the graphics cards from the PCIe slots. Well, except for

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Dell, their retention mechanism was so strong that we had to instead unseat the

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8pin PCIe power connector. Shall we check the surveillance footage?

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Indubitably, Plusen, where has Scotland Yard secured it this time? Quick, to the

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secret gaming den. Ah, yes. Hi, I'm sponsor you. Delim me. Don't put

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your family at risk by letting their personal data get sold online. Delimme

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removes your data from hundreds of online brokers, helping you protect your

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loved ones.

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Ah, excellent. indubitably.

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Thank you for calling Dell. They should thank us for calling Dell. To help me

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identify your device, please give me the express service code. It's on the bottom

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or on the side. 2166. That's

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XPS8960. Just matched it while that's pretty useful actually to help you. Hi,

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I have no video on my computer when it's on. That's a problem. Can you please

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give it the service tag of your device? You just gave her invoice. It knows

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exactly what computer we have.

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There's a service tag. You look up the service tag. So, I see that you have an

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XPS 8960 model system, correct? Yes. Do

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you have any other alternate monitor to check whether if you find the same

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error? No. That's a really good question though. It is cuz you don't know if it's

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the cable, if it's the display, if it's the GPU, maybe it's some other part of

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the computer. Shut down those system and disconnect all the external Pedals. Have

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you tried turning it off, unplugging,

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turning it back on, and plugging everything back in? Oh, you say you have? I'd like to visually watch you do

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that. Am I unplugging everything in the back? Yes. Unplugged every external

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peripheral, including mouse, keyboard, monitor, if you have printer, connected,

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everything. Press and hold the power button on the system for 15 seconds.

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Doing great, Katie. She just wants to unplug everything. Power the whole thing

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down. Drain the capacitors and everything by holding the power button. Plug it back in. Very reasonable. Okay,

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everything's plugged in. No, you can power on the system. Check if you get

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anything on screen. Is this a postcode? It looks like it. Well, hold on. It's

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just blinking. It keeps changing. No, nothing's coming up. Was there any video

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before this issue occurred or is it the first time you're connecting the monitor

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to the system? This is the first time. And is the monitor compatible with the

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system? Yeah. Just give me a minute, ma'am. I'm just checking with my

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internal resources to assist you further with the troubleshooting step. Please

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stay connected. Hey, she's telling us what she's doing. Hey, I got to check my script. That's totally okay. That's

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totally valid. What type of port are you using to connect the cables? I mean the

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video cables. Uh HDMI. That's another valid question. Do you have a different

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compatible or a known good compatible cable to check? Um I've used this cable

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and monitor with a laptop before and it's worked perfectly fine. So do you

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have a known good cable to check with the system instead of laptop? This is a

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stupid question. No, I don't need to do that. I've used it. I literally was just

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using it. Cable works. The monitor works. Can you please verify, was there

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any damage detected on port or cable?

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No, there's none. Okay, cable works. They really really want it to be this

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cable. 100%. And to be fair, what has been the problem almost every single

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time we've had an issue with like a display on set? It's almost always the

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cable. They just they flake out. Can you please try reconnecting the cable and

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verifying the connection? Please disconnect the cables and reconnect them

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once again. Okay, they're out. Do you want me to plug them back in? Yes.

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Okay, they're plugged in. Do you see any change when you turn it back on or if

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you reconnect the cable? Um,

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no. How many times are we going to do the same troubleshooting step? I don't

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mind this troubleshooting step. I don't like doing it twice. Yeah. You also told

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me that you do not have an external or a known good monitor to test, correct?

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Yes. We gave a little bit of conflicting information there because we told her

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that the monitor works with the laptop. So, Miss Kates could have been more

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clear, but also she already asked and we already told her it works with a laptop.

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So, what is she asking us the same question for? Again, this is the problem with a script rather than an experienced

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troubleshooter on the other side of the line is you don't got to ask me do I

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have an own good monitor if I just told you I used it with my laptop and it

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worked. I know it's good. So we have uh troubleshooted the issue where you have

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mentioned there is no video on screen. So after troubleshooting we got an

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conclusion that we need to replace the defective graphic card. Well they know

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it's the GPU. How though? I wouldn't know it was

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the GPU yet. This is like you know oh

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man doing the wrong math to get the right answer. Ah to replace the graphic

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card uh you can take your system to the

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nearest caring service center which is available nearby your location. If you

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help me with your complete physical address I can send you the location of

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the caring service center. Um no I'm okay. That is a valid response and I can

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understand why they wouldn't want a novice user poking around inside the

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system but this GPU could still be perfectly fine. It could just need to be

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receded or it could just have the power

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cable loose and there's no reason for me to not be able to just and then get my

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system up and running. Yeah, it also could absolutely just be something else

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at this point preventing the system from posting. They have done nothing to

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diagnose whether some RAM came loose in shipping or power supply cable came

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loose. And I see that you have on-site service uh where the technician can come

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to your location and replace the graphic cards. I mean, the technician as much as

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we'd rather do it ourselves. That's pretty good. That's pretty good. A

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service technician to come in and do it for you. And that is not a service that

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we were upcharged for. N that was included in the base price of the system

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rather than being aggressively upsold at a super high price. And considering

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Dell's average customer, I kind of understand like yes, keyword being

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average. It would have been nice if they'd walked us through a few more steps to try to fix it, but I get why

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they got to this point here and just said, "Give it to the technician." And

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you also have another privilege where you can send your system to our mailing

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service center where the technician will check the complete functionality of the

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system. Um, I think I'll make a decision decision later and see if I want to call

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the guy to my house. Okay. In that case, I will send out an email to you. Uh, you

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can simply reply to that email. That means I will get the notifications and I

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will call you back. Because if you call us back, you may connect to a different

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team again. They may not know what is the exact situation that is going on on

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this case. So simply reply to my email. I'll call you back for the assistant.

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That's pretty good. Okay. They log everything. They set us up with either

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an inhome service or a mail-in service and we're off the phone in a little over

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20 minutes. Could have been a lot worse. Yeah. Oh, it took a long time. They

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didn't help me fix my issue. They told me how to fix it. Well, they told you

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that they could Well, they they told me that I should invite a guy over to my house to let me fix my computer. I would

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rate it a three because I couldn't really hear what she was saying. Yeah,

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she's a little quiet. I think three is pretty reasonable. They spent some time with us. They didn't immediately push us

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off. I'd have given it a four. I mean, they solved the problem. Well, I mean,

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solve the problem. Solve the problem in the long term. Yes. Yeah. Okay. All

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right. Thank you for calling support. Please hold for the next available

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technician. Wow. Quick wait times for both Dell and Mia. Hi. I don't have any

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video coming up on my computer. Is this after you just first plugged it in or

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has this like happened progressively? Uh, no. This just happened. Like I just

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got back from vacation and got my computer. So, congratulations on a new

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system and let's see if we can get that working for you. Personable. Yeah, it's

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also a great question. I mean, there's a big difference between computer just arrived and doesn't output video and

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I've been using it for 2 weeks and suddenly stopped working. Yeah. So, for

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your monitor, do you have it plugged in above the USB or do you have it plugged

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in near the bottom where there's a separate card that has like instantly

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goes to check if it's in the motherboard or if it's in the graphics card? Yeah,

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it's on the bottom. Are you okay with uh

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going into the system? Yep. Immediately

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invites us to crack the side panel. Have you already powered down the system or

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no? No. Do you know where the memory is on the motherboard? No.

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These are good questions though. figure out what kind of user you're dealing with. Now he's got a baseline line of

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like where what kind of directions to give her because he's not going to say,

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"Oh, look above the memory for these dots. Check the dim slot." Yeah. She's

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not going to know anything about that. But now he can be like, "Oh, you see this thing here? Go this way." And

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that's what you're looking for. On the inside of the computer, do you happen to

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see two strips that are lighting up or no? What a great way to describe RGB

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memory. She doesn't get it, but strong disagree.

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Two strips that are lighting up. Okay.

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To the right of those strips, do you happen to see any indicator lights?

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There's going to be four small little LEDs. They light up in different colors.

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So, there's usually a red, yellow, green, and white. Do you happen to see

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any of them on currently? No, none of them are on. I don't think she looked in

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the right spot. On the inside of your system, there's going to be a graphics

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card pretty much where you plugged in your monitor. Do you happen to see if

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it's light? Uh, I don't know if this graphics card specifically has a light

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on it, but do you happen to see if the fan is spinning on it or No, I can't see

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it. All right, let's try something uh else here. You can actually turn off the

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system and instead of using that graphics card, let's try plugging in the

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HDMI into the motherboard itself just to

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see if we're getting a picture at all. Good troubleshooting step. Honestly,

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nonfcpus do cost a little bit more. Oh, it's worth it every time. But every time

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you run into a problem and you're trying to troubleshoot, it's nice to know that

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you can just plug into the motherboard and okay, is it a problem with my

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graphics card, is it not? Uh, let's see if anything shows up on the screen.

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Yeah, it turned on. You're seeing a boot logo or uh what are you seeing on the

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screen? Yeah, it's just asking me to like sign in and stuff. Okay, for the

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moment, if you want, let's just get you signed in and then we can go about

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troubleshooting the graphics card. there. He's gotten to the root of the

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issue extremely quickly. He still has no way of knowing for sure if our graphics

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card is dead or unseated or maybe the power connector's loose. He doesn't know

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any of that, but he knows that it's GPU related and the rest of the system

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works. That is a great start for being on the phone for just a few minutes. On

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the graphics card in particular, we're going to take a look at the power cable

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with it just to make sure that it's fully plugged in. Okay, that would

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entail opening up the system so that we can actually take a look at it. If you

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can, you could take a picture and then send it to support at maingeear.com and

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that way I can walk you through exactly what we're going to take a look at

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specifically. Okay, fantastic. Using the camera on the phone. A picture is 1,000

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words.

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Oh god, he's taking off all the screws. I'm not sure I know how to take this

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off. Um, do you mean the glass eye panel? Oh, I got it. Okay. Cuz I was

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going to say there should be two thumb screws on the very back where you plug in the uh ports. Yeah. Once you unscrew

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those, it should slide back and you should be able to lift it up. Yeah, I

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got it out. Okay. Apologies on that. He would have had her there. Yeah. The

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minute you send it there, I should be able to take a look at it for you. Sorry. What was that? Again, apologies

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on that. What was the email I'm sending it to? It's going to be support. Yeah.

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Oh, okay. He's so upbeat. He's very patient. Hey again. I apologize on that.

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No, it's okay. Says sorry every time he asks us to wait a little bit. Yeah. What

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is this guy Canadian? It is possible that we may have to just receat the graphics card. Hopefully that's not the

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case. Hopefully it's just a power cable. Wow. He's already figured it out, man.

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Dude, he's so good. Dell just gave up and they're like, "Ah, your computer's

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and Main Gear having this troubleshooting capability at their

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level one tech support is going to save them so much money compared to Dell.

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Like, yeah, I'm sure Buddy here costs a little bit more than that overseas call

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center, but compared to sending a technician out to someone's house, it's

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a bargain. If you look underneath the MSI GeForce RTX logo that's there, do

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you happen to see if the fans are spinning or No. Yeah, they're spinning.

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So, he knows the card's getting power. Yeah, everything seems to be in place

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there, too. Let's see if you Let's see. And you were able to fully get into

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Windows essentially on the system. Let's see. Let's see. We can try one more

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thing. It looks like May have us receat it and he's going to win.

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Yeah, we may have to try receing the GPU. Well, I knew it. Before we do the

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receipt, uh, go ahead and shut down the system and then we'll try and just

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receat that power cable first. Methodical. I love it. I'm like excited.

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This is what tech support should be. He's going to fix it. He's going to fix it so hard. There's going to be a little

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clip that's there. We're going to fully unplug it, re unseat it essentially, and

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then we're going to plug it back in to make sure it's fully seated. It should be an eight pin power cable. Yeah, I

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have plugged it back in. Yeah, that's easier to check than taking the card in

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and out, unscrewing PCIe slot covers and stuff. And it's so much faster than

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asking me for my serial number and my order number and my service tag and then

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asking me if the power cable that I have is compatible with the GPU I have. Just

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get on with it. This is good. Do me one more favor. Just press lightly on the

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GPU. I just want to make sure it's fully seated in its slot and then go ahead and

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turn it back on.

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I wonder if you might have accidentally fixed the unseated GPU. All right, it's

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turned off just from her pushing on the power cable. It's entirely possible.

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That's all it can take sometimes. And realistically, in shipping, that's

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probably all it would come out, too, is just that hair. You just got to push it

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in. He wins. He does. And that's with the graphics card, correct? Yep. So,

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that's a good good sign there. I apologize for going through all that uh

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all the troubleshooting there, but it looks like you do have your um your

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graphics card working. It just looks like it was just a cable issue. And if

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you have any other concerns, questions, or anything, just let us know. We'd be

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happy to assist you further. Mangar should just start up a like side hustle

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secondary business as just like a phone chat line. Every time we call them,

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they're so friendly, helpful, personable. I was thinking they should

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outsource their customer support team to everyone else. Yeah, dude. I would do

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spots for just like phone a friend. Brought to you by Mang Gear's phone a

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friend service. What is your problem today? I'm just lonely. Well, here. Let

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me help you out with that. You see the bright green glowing thing in your

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computer. Let's talk about it for a little bit. I'm going help you stuff in,

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unplug it. You know, I think my experience was a lot better with Mang

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Gear than it was with Dell. He actually knew like how to talk to me. Was asking

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me some pretty decent questions and walked me through it. And they were able

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to help me fix my computer. I rate them a five. It was really I rate them a

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five, too. Absolutely. Thanks for calling Cyberpower PC, makers of the

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best gaming system. Hey, we got the best pizza. Like, how the do you know that?

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19 seconds wait time. Um, I'm having

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some video problems. My computer isn't

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showing me video on my monitor. Can you please let me know where you have your

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monitor connected to? Is it to the graphics card or to the motherboard? Um,

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it is connected to the graphics card.

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Katie only knows how to check that because of the excellent instructions

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that were provided by the previous tech support. You're right. He should have

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specified where to plug it in. You're did not help her landmark that. And it's

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the same problem we have with the tech support stuff as we do at the shopping is by the time they get a few in, they

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already know some stuff they didn't know before cuz we intentionally choose

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people who we know are not particularly techsavvy. Does the fan spin on the

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graphics card itself? Not the whole computer, just the graphics card. Oh,

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yeah. It's spinning. I like that they're asking that, though. Yep. These are good

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questions, but he has not asked her if she's comfortable with the internals of

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a computer, if she knows what memory is or anything like that. True. It can

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probably be that due to the shipping, maybe the graphics card got slightly

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disconnected. But he nailed the diagnosis. So, what I

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want you to try next is to remove the graphics card and then put it back in to

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see if that helps. If it doesn't help, then it can mean that it's either a

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defective graphics card or it was damaged during shipping. It's a little

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extreme. I probably would have asked a couple other questions first. But he

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wasted zero time [ __ ] around having us turn it on, turn it off. 100%. Ask

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what brand our monitor is and if it's compatible with our system. Just to

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confirm so I can send you the video guide. The email I see here on file.

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Whoa. He's got a video guide. Video guide. Everyone should have a video

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guide on the stock. They have the cyber power. This will take you a while. So,

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what I recommend you to do is you can either reply back to the email with the

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results if it worked or if it didn't. And it gets him off the line. Here you

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go. Follow this guide. [ __ ] See you later. Yeah. If you don't if you have problems, call me back. Here's my

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number. It's in the email. That was so fast. Okay, let's see if she can do it. Let's see if the guide's any good. The

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guide could still That's true. That's true. You see laid down on it side. You got the side panel taken off. We're

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going to have a look at removing the graphics card now. Hey, it's a very

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clear video. Hey, they took my branding. What do you mean [ __ ] tech tips? I'm

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tech tips. Anyone can give out tech tips. You push down the clip, give it a

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wiggle, it'll just come straight out. These are good tech tips so far. Do you want me to take the whole GPU out? I

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don't know, Katie. Why don't you watch the damn video? And there'll be a little

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clip on the card there just where I'm pointing there. It be nice if you showed

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the clip a bit better. Oh, here we go. Here we go. Here we go. Wow. Oh, there

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we go. Did they even give a closeup? I'm so impressed right now. directly back

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into the system. Just line up the slot um as you did um when it was already in

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the system. I could use a little bit more guidance for where the bottom of

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the PCI bracket kind of slips into the thing or not the thing. Yeah, can be a

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little tricky. Oh my god, it's really stuck in there. What the

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lift up? Oh. Oh, I see. Okay. I don't

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even know how to take this part off to take it out. It doesn't show you.

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Doesn't show you anything. Get a screwdriver. Yeah. I was like, you

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got a screwdriver. Just start unscrewing.

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Oh god. Okay. You got No, no, no. That's fine. She's got She had the thing open.

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She's got to take that off to get the PCIe slot covers. Okay. Here we go. Here

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we go. Here we go. Nice. Nice. Let's go, Miss Katesson.

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I think it's just a confidence issue cuz she can totally do it. Yay. I'm calling

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it now. She's going to feel accomplished when she figures it out and the system

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turns on. H.

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She's going to insert this one directly into the system. Just line up this slot.

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And then just put it back in. Okay. She can do it. She'll do it kicking and

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screaming, but she'll do it. She's going to get Let's go ahead and line up. Yeah.

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No, that's close. That's close. Try not to mess it up. That's close. I don't

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want to break anything. Like that's me telling her like if you break it, you break it. That's customer support. Yeah.

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Yeah. Click. That's it. That's the one. Look, she's moving faster, more

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confidently already. Knows how to use the screwdriver better. It's just Yeah.

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You know what I would have done? Said I not using the magnet. I wouldn't put it

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back on. She's big nerd gaming now. Hell yeah, she is. And if you're big nerd

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gaming, boy, do we ever have a shirt for you. ltstore.com. Big nerd gaming.

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I don't think it's working. No. No. It's working. It's working. My hard work. No,

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you just wait. I believe. I believe. I believe lights came on on the keyboard.

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Just wait for it. Let's go. The video

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that I got sent was not a very good

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explanation of how to take everything off and unscrew everything. So that was

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a little difficult and I had to learn myself. No way. I disagree. And yet

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worked. Is your computer working? 2 minutes. 2 minute long that video is.

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But other than that, I got it fixed and now it's working. I rate the support

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probably a three because they didn't really give me any explanation on how to

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do it. They just sent me a video and then that was kind of cut short. I liked

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the video. I liked the video. I think that it really helps visualize

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everything and it makes it very clear on what you should do. So, I disagree with

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her on that. But I also do understand how some people, especially if they

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haven't done anything before, they might want someone to stay on the line and talk them through it. But he asked, you

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know, if she's good to go and she said yes. So, and the call was short. Y

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computer is fixed 100%. So, she could have felt better about it. Sure. Next,

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we're doing HP. The biggest nerd gaming of all. Let me transfer you to an agent

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for further assistance. Thank you for calling HP. My name is How can I help

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00:20:54,159 --> 00:20:59,159
you out? 19 seconds. Hi. Um, I have no

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video on my PC that I have and it's violently

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beeping at me. Oh, yeah. HP has postcodes. After it's unplugged and

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completely turned off, you need to press and hold the power button for 30

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seconds. We're trying to do a power drain or a hard reset here. Let me know

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once you start. I'll start the timer of 30 seconds. I'll let you know when to

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let go of the power button. I'm actually surprised Main Gear and uh Cyber Power

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didn't bother to just like try a full shutdown and and reset capacitors and

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everything. Okay, it's on. Okay. Like do

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you see any display? No, I don't see any display. Is there any is there any

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pattern of the beep there that you hear like three long, two short beeps?

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Anything as such that you can recognize? Yeah. Uh, I think it's three long, too

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short. Three long, two short. Okay, let me have

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it checked. And now I would request you to again turn off the computer. We'll

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try to get in. I'll let you know how to do that. Katie, completely turn it off.

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Oh, the lady also shouldn't have given her an example. She should have just

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asked if there's long beeps and short beeps cuz then she would have had to

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stop and think about it. Instead, she's like, "Oh, yeah, it probably was three and two cuz that's what you said." Those

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are going to be completely different errors. completely different. If I was

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the tech, I would probably just ask them to put the mic next to the computer so I can hear the code. Anyway, it's beeping

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again. Here we go. Okay. Kindly let go

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the keys there. 1 2 3. Yep. And as I understand here,

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since this PC was purchased, this is the first time you're trying to hook it up

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to the cables and try turning it on. Is that correct? Yes,

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we can try to receive the RAM sticks uh physically on the computer there.

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Receipt the what now? Did I hear Did I hear graphic something? I don't know.

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Remove the RAM stick for a few seconds and put it

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back. Valid step. Yes. How much you want

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to bet that that's on their basic troubleshooting because of Secret

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Shopper season one? I bet you she looked up three long too short beep code and I

332
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bet you that beep code is RAM. Three long too short typically indicates a

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memory failure. Ah, what a twist. Ah, to

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be fair, this is Katie's fault, not our customer support rep's fault. Yes, she

335
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shouldn't have led the question, but Techport's going through the right steps

336
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for this one. It should be It should be memory. Can you see the memory sticks

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there, which you can pull out? Okay. Yes, I do. How many of them do you have?

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like two or just one. Yeah, please remove both and remember the slot where

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00:23:34,320 --> 00:23:40,240
it was at. It should either be on one and three or two and four. Okay. Yeah,

340
00:23:38,799 --> 00:23:43,200
it's on two and four. How do I take them out? Just take them out. Katie would

341
00:23:41,919 --> 00:23:47,520
love to have a video right now. Try taking it off. There is no tools

342
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required for this S12. And I don't think you need to press on any lever. Let me

343
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just check again with this model and I'll let you know. Just give me one

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quick. Uncip it. Bad instructions. Uncip it. Bad instructions. Don't just No,

345
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don't just rip the rim off.

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She's like, "This one's hard to pull out of here. How do I get this out?" Oh, no.

347
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So, you should We are not big in there like a lever that you can press. Now,

348
00:24:12,960 --> 00:24:18,559
she tells us about able to pull off the

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other side will be okay. Yep. It was a lot easier that time, huh? I was saying

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you can put back the memory sticks, plug back the power cable and plug in other

351
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required cables like for the monitor and all of that and you can try turning on

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the computer. Let me know if the beep comes in again.

353
00:24:37,919 --> 00:24:45,039
I don't hear it yet. Okay. Do you see the lights coming on on the tower

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indicating it is turning on? Yep. I don't know why the postcodes aren't

355
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coming on though. Maybe she ruined it more. Maybe. Nope. Visual is not

356
00:24:49,919 --> 00:24:56,400
working. But the lights are still on there. Stable on the top. It's not

357
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beeping. Can you try placing the RAM sticks in slot one and three instead of

358
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two and four? Yep. Well, that's what the She She's stuck on the RAM because

359
00:25:03,360 --> 00:25:09,760
that's what she she heard the three and two. It's not her fault. Her fault. It's

360
00:25:07,120 --> 00:25:14,880
not her fault, honestly. Completely on us. Sorry, HP. There's not much we can

361
00:25:12,720 --> 00:25:18,240
do. You guys got kind of boned on this one. could have told us about the RAM

362
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clips right away instead of letting us rip a stick out first. That would have

363
00:25:21,520 --> 00:25:26,320
probably no damage done, but that would have been nice. I'm having trouble

364
00:25:24,640 --> 00:25:31,679
getting it in. She's got this. She's got this. We need to align it on the slot

365
00:25:28,880 --> 00:25:36,159
and then uh press it gently down until you hear a click sound. These are all

366
00:25:33,520 --> 00:25:41,200
good tips. I just wish they would come a little earlier. Okay, I think it's on.

367
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Okay, try turning on the computer if it's Okay, it's on.

368
00:25:44,720 --> 00:25:51,360
Okay, let me check the display and let me know if it's still doing these. One,

369
00:25:48,799 --> 00:25:54,240
two, three, one, two. Now we have the memory code. She either didn't see them

370
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properly or they're just in the wrong slots. So now there is a memory code.

371
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So, okay, what are we rating Katie out of five for this one? She gets a two.

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She should listen to the beeps better. She grew up in an age after beep codes.

373
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That is honestly a really fair point. I know to listen to a beep code very

374
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carefully. Yeah, she doesn't. Could you please turn off your computer again?

375
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Place the computer flat on the surface and just remove one of the RAM sticks

376
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and try turning on the computer with just one card. That is a great step.

377
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Yes, if it's the RAM. Yes, great

378
00:26:26,240 --> 00:26:34,480
troubleshooting step. It just isn't the RAM. I mean, now it is. Yeah, now it is.

379
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So, you can just keep one of the RAM sticks in the slot two and remove the

380
00:26:37,039 --> 00:26:44,240
one the other one. Okay. She's getting better at plugging

381
00:26:42,159 --> 00:26:48,240
in I/IO. I believe You think this is going to be magically fixed? No, no, no,

382
00:26:45,919 --> 00:26:52,880
no. But I believe that this is going to the

383
00:26:49,559 --> 00:26:54,880
system's still Did she break it? Did she

384
00:26:52,880 --> 00:26:58,320
[ __ ] break it? I don't think so. Uh the second one. And it's not lighting

385
00:26:56,559 --> 00:27:01,120
up. And then her RAM's not lighting up. So, I'm thinking it's not seated

386
00:26:59,600 --> 00:27:04,320
properly cuz it should at least turn on with the RGB stuff as long as power is

387
00:27:02,880 --> 00:27:07,600
getting to it. I think she just doesn't know how to seat RAM, which is fair. It

388
00:27:06,080 --> 00:27:10,799
takes a lot of force. It's like putting a CPU latch down. You don't always think

389
00:27:09,440 --> 00:27:15,039
it's going to take that much force. And she didn't have a video to show how to

390
00:27:12,640 --> 00:27:19,279
do it. We can get this computer replaced with a new one or we can get the same

391
00:27:16,960 --> 00:27:23,039
computer repaired under warranty where we pick it up and return it back to your

392
00:27:21,279 --> 00:27:27,760
shipping address after the repair is completed. Let me know what's your

393
00:27:25,120 --> 00:27:31,919
That's reasonable. I mean, I'll get back to you. At the end of the day, HP is

394
00:27:29,840 --> 00:27:35,120
solving the problem. You can't go too hard at them. It's going to take a

395
00:27:33,760 --> 00:27:40,000
little longer than we'd like. I don't want to ship my system out and get it back. That kind of sucks. We'll we'll

396
00:27:38,159 --> 00:27:43,279
put the RAM back in the right spots before we test everything. I just mean

397
00:27:41,840 --> 00:27:48,159
they're solving it though. Oh yeah, 100%. They're standing behind the

398
00:27:45,200 --> 00:27:51,520
product. Y in spite of our shenanigans. Is there anything else that I may help

399
00:27:49,840 --> 00:27:55,200
you out with right now? No, that's all. Thank you. Feel really bad. I kind of

400
00:27:53,200 --> 00:27:59,919
want to fix it. I think the call with HP was not the greatest call. She didn't

401
00:27:57,919 --> 00:28:03,240
really give me the right directions on what to do.

402
00:28:03,600 --> 00:28:08,559
You didn't give her the right directions. And the problem just kind of

403
00:28:06,720 --> 00:28:13,600
got worse over time. That's because he took the RAM out.

404
00:28:11,600 --> 00:28:17,600
I'm giving HP like a solid three and a half. I don't think that was their

405
00:28:15,039 --> 00:28:22,880
fault. If we give them literally the wrong information, you know, very early

406
00:28:20,000 --> 00:28:26,240
on in the decision tree and we end uping over here instead of over here. That's

407
00:28:24,960 --> 00:28:31,279
that's not their fault. That's not on them. I think three and a half is fair. Like I said, multiple times she gave

408
00:28:29,200 --> 00:28:34,960
them good information, but it was like 30 seconds too late. Yeah, you're right.

409
00:28:33,039 --> 00:28:39,840
that. But I think three and a half is is totally fair. Thank you for reaching out

410
00:28:37,039 --> 00:28:42,720
to us again. Am I watching Tik Tok or am I calling support? We'll see how this

411
00:28:41,200 --> 00:28:47,440
goes cuz this is the one we bought from Amazon and it said in the in the box,

412
00:28:45,200 --> 00:28:52,720
call I power support. Hi, I'm having issu issues with my visual display. Like

413
00:28:50,559 --> 00:28:56,720
my computer isn't showing up on my monitor. Do you have your monitor

414
00:28:54,399 --> 00:29:00,399
plugged into the graphics card and not the motherboard? Good question. Uh

415
00:28:58,559 --> 00:29:03,200
that's about as far as I can do. I'll send you over to technical support so

416
00:29:01,840 --> 00:29:07,360
they could do more. That guy is not even tech support. That's like a sales rep

417
00:29:05,520 --> 00:29:12,080
trying to help her out. Anyway, I like it. Technical support. How may I help

418
00:29:09,120 --> 00:29:17,360
you today? Hi. I'm having troubles with um like playing video. The other agent

419
00:29:14,720 --> 00:29:21,440
describe it says, "Come on, Katie. Hold on." That's a very different thing. It

420
00:29:19,440 --> 00:29:26,720
kind of is, but just wait. Your monitor does not have display. He had the

421
00:29:24,200 --> 00:29:30,240
information from the previous call. He nailed it. Every time the system may be

422
00:29:28,720 --> 00:29:36,559
something you receive in shipping, the number one thing you may check is besides cables is these two sticks of

423
00:29:34,240 --> 00:29:39,760
RAM. Sometimes in shipping if it's a little rough, they come loose a little

424
00:29:38,159 --> 00:29:44,000
bit. So that's what we're going to be trying to do today. Getting down to

425
00:29:42,240 --> 00:29:49,039
business. It's a fair assumption. And this is exactly why we altered the issue

426
00:29:47,279 --> 00:29:54,640
this year from the ramp. Yeah, cuz we know everyone's going to be ready for loose for hemsticks. Yeah, it's off now.

427
00:29:52,320 --> 00:29:58,960
Everyone except Dell. [ __ ] Dell. They gave up so fast. I'm just going to show

428
00:29:56,720 --> 00:30:02,399
show you a quick video um that's just going to demonstrate what we're going to

429
00:30:00,399 --> 00:30:06,080
be doing just to kind of review so that there's no Is he going to show her a

430
00:30:03,600 --> 00:30:10,399
video and stay on the line? Maybe. Is I by Power going to win tech support this

431
00:30:08,320 --> 00:30:13,919
year? I could give you the title of the video essentially. Oh, sure. Oh yeah,

432
00:30:12,159 --> 00:30:17,279
that'll work too. I can look it up. It's one sentence. So, let me know once

433
00:30:15,360 --> 00:30:24,880
you're on the search of you on YouTube. Yep. So, just type in how to properly

434
00:30:20,559 --> 00:30:27,279
remove and place back the RAM sticks. R

435
00:30:24,880 --> 00:30:31,279
A M and then sticks question mark would be the title of the video and hit enter.

436
00:30:29,039 --> 00:30:36,159
Beautiful. There should be a user called Mac. Wow. Interesting. Yep. So, they

437
00:30:33,679 --> 00:30:40,720
just found Why make a video when you can just find someone else who made a video?

438
00:30:38,240 --> 00:30:45,919
Get Mr. Macy a little bit of AdSense money. Just push the lock outward and

439
00:30:43,279 --> 00:30:50,480
this side will pop out. Just pull the RAM stick and you are good to go. It's

440
00:30:48,159 --> 00:30:55,760
an old video, but it works. Yeah. To place it back, simply open the RAM slots

441
00:30:53,039 --> 00:30:59,279
locks. Yeah, align the notch of the RAM sticks to the RAM slot. But hey, this is

442
00:30:57,760 --> 00:31:04,080
a lot better than what happened last time where Katie was just left to her

443
00:31:01,200 --> 00:31:08,960
own devices to pull memory out. And it's super a click from the locking mechanism

444
00:31:06,720 --> 00:31:14,000
of the right slot. That's right. Two clicks. Hell yeah.

445
00:31:12,000 --> 00:31:17,360
Okay. Any questions? No. No questions. Oh. Oh, now you like the video. Did you

446
00:31:15,760 --> 00:31:21,039
want to place it on its back or is it against the wall? I think it back. I

447
00:31:19,679 --> 00:31:24,720
think she was upset that she just got like pushed off to a video and that's

448
00:31:22,799 --> 00:31:27,440
valid. Yeah, she's getting better at taking side

449
00:31:25,840 --> 00:31:33,279
panels off. Yeah. And then once you have removed the latches that the video shows, usually she just be able to pull

450
00:31:30,559 --> 00:31:37,200
yank off the RAM with a little force. Yank's a bit of a dangerous word here

451
00:31:35,440 --> 00:31:41,440
after what we've seen Katie do to a RAM stick. And then just pretty much pop it

452
00:31:38,960 --> 00:31:45,360
back in top and bottom. Push downwards into the board.

453
00:31:43,679 --> 00:31:49,519
Okay. Okay. Just let me know once everything's plugged in. Any changes so

454
00:31:48,399 --> 00:31:54,080
far? Um,

455
00:31:51,840 --> 00:31:57,200
I don't think so. We do want to do something called a live session. Do you

456
00:31:55,519 --> 00:32:00,960
happen to have some kind of a mobile phone where we could use the back camera

457
00:31:59,360 --> 00:32:04,000
of your cell phone to stream so that we could take a look at the computer? Yeah.

458
00:32:02,480 --> 00:32:07,279
Interesting. I like that. All right. We see a white light right there right next

459
00:32:05,679 --> 00:32:11,440
to the two sticks of RAM that were mentioning earlier. And now that usually

460
00:32:09,679 --> 00:32:15,279
means it's trying to detect the graphics card connection. Technically, right now,

461
00:32:13,440 --> 00:32:19,120
we're hoping nailed it. Everything should be fine. And maybe the graphics

462
00:32:17,039 --> 00:32:23,360
card might be just a little loot. Easy. Nailed it. I wish he'd done this first.

463
00:32:21,519 --> 00:32:28,720
I completely understand why he assumed it was RAM. It usually is. Do you see

464
00:32:26,000 --> 00:32:32,960
any gold connectors? Great or gold pins exposed in that general area below that.

465
00:32:31,440 --> 00:32:37,279
Oh, and the way he helps her landmark when she's looking at it. Oh, that

466
00:32:35,279 --> 00:32:41,440
little chip, the little gold, the little Ah, I love it. I love it. There are a

467
00:32:38,799 --> 00:32:45,039
little bit of reflection, but I do see definitely there is something loose

468
00:32:43,679 --> 00:32:49,760
there. That's why you're not getting display. So, um, go ahead and turn off

469
00:32:47,200 --> 00:32:53,200
the computer real quick. And we're going to need screwdrivers. This is not going

470
00:32:51,519 --> 00:32:58,799
to be anything major. We're not taking anything out. We're just going to remove. We're not removing that. Even

471
00:32:56,159 --> 00:33:03,360
reassures her it's nothing major. Push. Not a gentle push, but a pretty firm

472
00:33:01,279 --> 00:33:08,000
push. Doesn't even get her to like take it out and put it back in. He knows just

473
00:33:05,360 --> 00:33:12,000
got to knock it in there. That's going to save him so much time. Do you happen

474
00:33:10,080 --> 00:33:15,679
to have a screwdriver? Yep. Okay, just go ahead and grab one and then you could

475
00:33:13,840 --> 00:33:19,799
just drop me off there and then let me know once you're back. Okay.

476
00:33:20,399 --> 00:33:27,200
Okay, I have one. Okay, so we're going to locate the

477
00:33:25,039 --> 00:33:33,200
screws first. So, um, let me know once you have the phone up. Should I unplug

478
00:33:30,080 --> 00:33:35,120
everything? Maybe. Um, yes. She's

479
00:33:33,200 --> 00:33:38,080
getting too smart. See, this is the problem. This is the fifth out of six

480
00:33:36,559 --> 00:33:42,799
calls. She's already telling me like, should I unplug everything? Everyone else told me to unplug everything first.

481
00:33:41,279 --> 00:33:46,240
That was a bit of a cheat. I'm docking half a point off for him not saying

482
00:33:44,480 --> 00:33:49,760
that. There are the two screws right there. Again, you're not removing them.

483
00:33:48,399 --> 00:33:53,279
You're just going to torque it where it stays on, but it's just loose. Okay. And

484
00:33:51,840 --> 00:33:57,519
then you're just going to push in with your palm of your hand where it says MSI

485
00:33:55,519 --> 00:34:01,279
and then push it into the board. And then um you could examine to see if

486
00:33:58,960 --> 00:34:05,640
there's any still gold pins exposed. If it's good, then you screw it down

487
00:34:02,640 --> 00:34:05,640
tighter.

488
00:34:07,360 --> 00:34:14,320
Okay, there she goes. Wow. She seated it. Okay. And then screw it down. And

489
00:34:12,960 --> 00:34:18,240
then we're going to basically have it plugged in all the way and everything.

490
00:34:16,079 --> 00:34:22,720
And then start it up once more. Okay. And then she's going to be ready for

491
00:34:19,440 --> 00:34:25,520
some big nerd gaming.

492
00:34:22,720 --> 00:34:29,919
Okay. Still trying to detect the GPU. Okay. It passed the test. So now it's

493
00:34:27,599 --> 00:34:33,440
actually either going to restart or it's actually going to give you a display

494
00:34:31,119 --> 00:34:37,919
soon. So we'll see. He's confident. He knows. He solved it. You cracked the

495
00:34:35,119 --> 00:34:42,480
case. Yeah. It's on the display. Yeah. My monitor is on. Let's go. All right. I

496
00:34:40,800 --> 00:34:47,599
hope you enjoy. Take care. Thank you. That went way better than

497
00:34:44,599 --> 00:34:49,679
freaking HP. I buy power was super

498
00:34:47,599 --> 00:34:53,599
helpful this time. They got me on a video call and they explained everything

499
00:34:51,440 --> 00:34:56,960
super thoroughly. Nailed it. Four and a half. Taking off half a point for them

500
00:34:55,200 --> 00:35:00,560
not telling her to unplug the computer. Fine. Next up is Star Forge. They don't

501
00:34:59,520 --> 00:35:04,880
have a phone number, so we're going to email them and see if they can give us one. Wait, they don't even have a

502
00:35:03,359 --> 00:35:08,560
support phone number. I know they don't have a sales one, but Oh, I don't like

503
00:35:06,800 --> 00:35:14,079
that. I think that's an automatic point off. Last time they did set up a call

504
00:35:11,680 --> 00:35:19,359
with us after the fact after we emailed them and everything. Hey there, my

505
00:35:16,320 --> 00:35:21,040
computer doesn't [ __ ] work. Yeah. So,

506
00:35:19,359 --> 00:35:25,040
thanks for contacting us. We'll get back to you as soon as possible. In 5

507
00:35:23,520 --> 00:35:28,400
minutes, they already got back to us and they said, "Greetings, Katie. Thank you

508
00:35:26,720 --> 00:35:31,200
for reaching out. We'd be happy to help investigate this issue with you. Where's

509
00:35:29,920 --> 00:35:35,760
my number?" But they're getting back to us within 5 minutes. I would have loved for them to just reach out with a phone

510
00:35:34,240 --> 00:35:39,520
number to call us and talk to us at to get things started. We have your order

511
00:35:37,359 --> 00:35:45,359
number so we can validate your hardware. It should be now we wait like get have

512
00:35:42,240 --> 00:35:47,040
live chat then like this is responded

513
00:35:45,359 --> 00:35:50,640
and they asked me if my monitor was plugged into my GPU and not my mother.

514
00:35:48,960 --> 00:35:53,440
We're doing this whole thing via email. The monitors connect to your graphics

515
00:35:52,160 --> 00:35:58,240
card and this is they got pictures though. Please let us know. And he's like, "Hey, make sure it's not plugged

516
00:35:56,079 --> 00:36:02,800
in up here." Oh my god. Yeah, it's going to be back and forth all day. It really

517
00:36:01,440 --> 00:36:07,359
wasn't that bad. These were all responses like a few minutes later.

518
00:36:04,640 --> 00:36:10,480
Sure, but like 14 minutes later, they got back to us and they wanted us to

519
00:36:08,800 --> 00:36:14,560
send them a couple of photos of the computer. What I'm supposed to do, I'm

520
00:36:12,000 --> 00:36:19,119
like, I go do my laundry. I get halfway through folding three shirts. Now I got

521
00:36:16,400 --> 00:36:24,640
to go look at my computer, get tons of pictures. I have already waited longer

522
00:36:21,920 --> 00:36:27,839
though than our longest other call. I do agree. And I wish they had a phone line

523
00:36:26,160 --> 00:36:32,079
for us to call support. I get not ordering, you know, not a sales line.

524
00:36:30,240 --> 00:36:37,200
Fine. A lot of people don't buy them like that anymore, but support, please,

525
00:36:35,359 --> 00:36:40,960
please make a support line, please. They responded back and told me to receipt my

526
00:36:38,880 --> 00:36:45,920
graphics card along with a very descriptive directions and descriptive

527
00:36:43,680 --> 00:36:50,480
photos on how to do so. They sure what a retention clip is. Like, yeah, these are

528
00:36:48,320 --> 00:36:54,960
very, very good instructions for how to receat a GPU. You know what to do. I

529
00:36:53,599 --> 00:36:59,839
don't even know. I don't even need that anymore.

530
00:36:57,599 --> 00:37:03,359
What did he say? I'm undoing my graphics card. Those were good instructions. They

531
00:37:02,000 --> 00:37:09,359
really were. They're very thorough. They even say, "Hey, maybe your clip came loose." Like, totally valid. You can

532
00:37:07,440 --> 00:37:14,400
tell this is a template that they have. It's a great template. Yeah. Picture

533
00:37:11,520 --> 00:37:17,760
with visual indicators with text to describe what is going on. Like that's

534
00:37:16,240 --> 00:37:22,560
You can't ask for more than that except for maybe one or video. Okay, sure.

535
00:37:20,640 --> 00:37:28,560
Video would be good. Tech tips. Oh my god, this clip is really hard in there.

536
00:37:26,400 --> 00:37:32,960
Wow, these are really loose. is a pro now. Yeah, she's way more confident. You

537
00:37:30,240 --> 00:37:38,000
know, six calls in. Oh, there goes one of the screws. Where'd it go?

538
00:37:36,240 --> 00:37:42,680
I know. I heard something like, "Well, if only there was some way to retrieve

539
00:37:39,440 --> 00:37:42,680
the screw."

540
00:37:42,960 --> 00:37:48,800
So, it's hard to say how easily she would have done this if this was the

541
00:37:46,640 --> 00:37:52,320
first computer we did instead of the sixth. Look at how upset she was when

542
00:37:50,880 --> 00:37:57,520
someone gave her a video and walked away. Even at system number three, if

543
00:37:55,040 --> 00:38:01,119
someone had given her a text guide and walked away halfway through this, she'd

544
00:37:59,599 --> 00:38:05,599
have been pissed. Yeah, I agree with you.

545
00:38:03,280 --> 00:38:09,200
And I called this the sense of like accomplishment and confidence from doing

546
00:38:07,680 --> 00:38:15,920
this. You can see it. Oh, yeah. You could see it in her demeanor.

547
00:38:11,440 --> 00:38:18,079
Yeah. See? See? Yeah. Good job. Now,

548
00:38:15,920 --> 00:38:24,400
what are you saying? I've learned enough. Thanks so much. It worked.

549
00:38:22,400 --> 00:38:27,680
Star Forge did a great job with their instructions. There was no phone call,

550
00:38:26,000 --> 00:38:31,760
but they responded quickly to emails and they sent me a detailed list of what to

551
00:38:29,520 --> 00:38:36,560
do. I give them a five. Strong disagree. I want to say a four because the emails

552
00:38:34,560 --> 00:38:40,640
were pretty quickly responded to. They had great instructions. It would be a

553
00:38:38,960 --> 00:38:45,040
five if they had set up a phone call. I give them a three and a half. Three and a half. I don't want to wait 15 minutes

554
00:38:43,280 --> 00:38:48,720
for a message back when we're like finally troubleshooting something. No,

555
00:38:46,560 --> 00:38:52,000
it's that's fine. That was the one email that took a little too long. Yeah. And

556
00:38:50,240 --> 00:38:55,760
it's not like this is like you bought a, you know, thermal pad. That's true. You

557
00:38:53,760 --> 00:39:01,119
spent like over $1,000. You spent significant money. Yeah. No. No. I think

558
00:38:59,119 --> 00:39:05,119
this whole experience was so much fun. I actually learned how to fix part of a

559
00:39:03,440 --> 00:39:09,359
computer, which I didn't know how to do before. In the beginning, I was just

560
00:39:06,880 --> 00:39:12,640
like, I don't know how to put this in or how to take it out. But I feel like I

561
00:39:11,200 --> 00:39:15,920
learned a lot more. No, she did great. She was a champ. Yeah. You know who else

562
00:39:14,240 --> 00:39:19,440
is a champ? Or is there a segue for Dennis or what? I don't know what

563
00:39:17,280 --> 00:39:23,119
Dennis's second thing is. He didn't tell me this time. Last time I show you how

564
00:39:21,280 --> 00:39:28,000
easy it is to buy coded private information online. You would think that

565
00:39:25,359 --> 00:39:32,960
after a prank call from UPS, he finally set up with our sponsor to leave me, but

566
00:39:30,800 --> 00:39:37,119
no. So, I hired these people to call him for an hour straight.

567
00:39:37,119 --> 00:39:43,400
Think it's I'm being hyper spammed. Hello.

568
00:39:43,760 --> 00:39:51,200
Leave me alone, spammer.

569
00:39:47,440 --> 00:39:53,040
Swear to God if this is dead.

570
00:39:51,200 --> 00:39:55,680
Colton, what you still haven't said about deleting? I'm going to deal with

571
00:39:54,240 --> 00:40:01,200
it myself. It's fine. So, he started contacting data brokers, but he was

572
00:39:57,839 --> 00:40:03,280
ignored. Really? And that was just one

573
00:40:01,200 --> 00:40:07,440
of hundreds of data brokers he had to deal with. But with Delete Me, you just

574
00:40:05,520 --> 00:40:12,400
sign up. They do the work for you. You can get a detailed report within 7 days

575
00:40:09,839 --> 00:40:16,480
and then the removal process starts. Use code LT for 20% off at Delete Me. We

576
00:40:14,560 --> 00:40:20,400
have the link in the description. You really need to sign up this time. Okay.

577
00:40:19,119 --> 00:40:24,400
Okay. But you know what? You'll find out next time who wins in the drag race. And

578
00:40:23,200 --> 00:40:28,960
don't worry, we've seen all your comments about, oh, you're testing too

579
00:40:26,800 --> 00:40:33,599
many variations, whatever. We're not giving anyone a leg up in any way. All

580
00:40:31,280 --> 00:40:38,480
of our final rankings will be the computers as we got them. And then the

581
00:40:36,320 --> 00:40:42,560
extra configuration testing is just to like, okay, for your information, you

582
00:40:41,520 --> 00:40:49,760
know, they should have sent this one. Here's what you should have gotten. But all the rankings will be just, you know,

583
00:40:46,160 --> 00:40:50,880
dollar per FPS as is. We got you. And if

584
00:40:49,760 --> 00:40:58,160
you want to see another video, check out parts one and two. Yeah. Or the one before this. Yeah. Or the one before

585
00:40:54,400 --> 00:40:58,160
that. There's four seasons