We now know which system builder packs their systems the best, but Miss
Katesson is still missing. And to find her, we'll be investigating all of the
different system integrators support skills. What did we try this time,
Plofen? We unseated the graphics cards from the PCIe slots. Well, except for
Dell, their retention mechanism was so strong that we had to instead unseat the
8pin PCIe power connector. Shall we check the surveillance footage?
Indubitably, Plusen, where has Scotland Yard secured it this time? Quick, to the
secret gaming den. Ah, yes. Hi, I'm sponsor you. Delim me. Don't put
your family at risk by letting their personal data get sold online. Delimme
removes your data from hundreds of online brokers, helping you protect your
loved ones.
Ah, excellent. indubitably.
Thank you for calling Dell. They should thank us for calling Dell. To help me
identify your device, please give me the express service code. It's on the bottom
or on the side. 2166. That's
XPS8960. Just matched it while that's pretty useful actually to help you. Hi,
I have no video on my computer when it's on. That's a problem. Can you please
give it the service tag of your device? You just gave her invoice. It knows
exactly what computer we have.
There's a service tag. You look up the service tag. So, I see that you have an
XPS 8960 model system, correct? Yes. Do
you have any other alternate monitor to check whether if you find the same
error? No. That's a really good question though. It is cuz you don't know if it's
the cable, if it's the display, if it's the GPU, maybe it's some other part of
the computer. Shut down those system and disconnect all the external Pedals. Have
you tried turning it off, unplugging,
turning it back on, and plugging everything back in? Oh, you say you have? I'd like to visually watch you do
that. Am I unplugging everything in the back? Yes. Unplugged every external
peripheral, including mouse, keyboard, monitor, if you have printer, connected,
everything. Press and hold the power button on the system for 15 seconds.
Doing great, Katie. She just wants to unplug everything. Power the whole thing
down. Drain the capacitors and everything by holding the power button. Plug it back in. Very reasonable. Okay,
everything's plugged in. No, you can power on the system. Check if you get
anything on screen. Is this a postcode? It looks like it. Well, hold on. It's
just blinking. It keeps changing. No, nothing's coming up. Was there any video
before this issue occurred or is it the first time you're connecting the monitor
to the system? This is the first time. And is the monitor compatible with the
system? Yeah. Just give me a minute, ma'am. I'm just checking with my
internal resources to assist you further with the troubleshooting step. Please
stay connected. Hey, she's telling us what she's doing. Hey, I got to check my script. That's totally okay. That's
totally valid. What type of port are you using to connect the cables? I mean the
video cables. Uh HDMI. That's another valid question. Do you have a different
compatible or a known good compatible cable to check? Um I've used this cable
and monitor with a laptop before and it's worked perfectly fine. So do you
have a known good cable to check with the system instead of laptop? This is a
stupid question. No, I don't need to do that. I've used it. I literally was just
using it. Cable works. The monitor works. Can you please verify, was there
any damage detected on port or cable?
No, there's none. Okay, cable works. They really really want it to be this
cable. 100%. And to be fair, what has been the problem almost every single
time we've had an issue with like a display on set? It's almost always the
cable. They just they flake out. Can you please try reconnecting the cable and
verifying the connection? Please disconnect the cables and reconnect them
once again. Okay, they're out. Do you want me to plug them back in? Yes.
Okay, they're plugged in. Do you see any change when you turn it back on or if
you reconnect the cable? Um,
no. How many times are we going to do the same troubleshooting step? I don't
mind this troubleshooting step. I don't like doing it twice. Yeah. You also told
me that you do not have an external or a known good monitor to test, correct?
Yes. We gave a little bit of conflicting information there because we told her
that the monitor works with the laptop. So, Miss Kates could have been more
clear, but also she already asked and we already told her it works with a laptop.
So, what is she asking us the same question for? Again, this is the problem with a script rather than an experienced
troubleshooter on the other side of the line is you don't got to ask me do I
have an own good monitor if I just told you I used it with my laptop and it
worked. I know it's good. So we have uh troubleshooted the issue where you have
mentioned there is no video on screen. So after troubleshooting we got an
conclusion that we need to replace the defective graphic card. Well they know
it's the GPU. How though? I wouldn't know it was
the GPU yet. This is like you know oh
man doing the wrong math to get the right answer. Ah to replace the graphic
card uh you can take your system to the
nearest caring service center which is available nearby your location. If you
help me with your complete physical address I can send you the location of
the caring service center. Um no I'm okay. That is a valid response and I can
understand why they wouldn't want a novice user poking around inside the
system but this GPU could still be perfectly fine. It could just need to be
receded or it could just have the power
cable loose and there's no reason for me to not be able to just and then get my
system up and running. Yeah, it also could absolutely just be something else
at this point preventing the system from posting. They have done nothing to
diagnose whether some RAM came loose in shipping or power supply cable came
loose. And I see that you have on-site service uh where the technician can come
to your location and replace the graphic cards. I mean, the technician as much as
we'd rather do it ourselves. That's pretty good. That's pretty good. A
service technician to come in and do it for you. And that is not a service that
we were upcharged for. N that was included in the base price of the system
rather than being aggressively upsold at a super high price. And considering
Dell's average customer, I kind of understand like yes, keyword being
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
they got to this point here and just said, "Give it to the technician." And
you also have another privilege where you can send your system to our mailing
service center where the technician will check the complete functionality of the
system. Um, I think I'll make a decision decision later and see if I want to call
the guy to my house. Okay. In that case, I will send out an email to you. Uh, you
can simply reply to that email. That means I will get the notifications and I
will call you back. Because if you call us back, you may connect to a different
team again. They may not know what is the exact situation that is going on on
this case. So simply reply to my email. I'll call you back for the assistant.
That's pretty good. Okay. They log everything. They set us up with either
an inhome service or a mail-in service and we're off the phone in a little over
20 minutes. Could have been a lot worse. Yeah. Oh, it took a long time. They
didn't help me fix my issue. They told me how to fix it. Well, they told you
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
rate it a three because I couldn't really hear what she was saying. Yeah,
she's a little quiet. I think three is pretty reasonable. They spent some time with us. They didn't immediately push us
off. I'd have given it a four. I mean, they solved the problem. Well, I mean,
solve the problem. Solve the problem in the long term. Yes. Yeah. Okay. All
right. Thank you for calling support. Please hold for the next available
technician. Wow. Quick wait times for both Dell and Mia. Hi. I don't have any
video coming up on my computer. Is this after you just first plugged it in or
has this like happened progressively? Uh, no. This just happened. Like I just
got back from vacation and got my computer. So, congratulations on a new
system and let's see if we can get that working for you. Personable. Yeah, it's
also a great question. I mean, there's a big difference between computer just arrived and doesn't output video and
I've been using it for 2 weeks and suddenly stopped working. Yeah. So, for
your monitor, do you have it plugged in above the USB or do you have it plugged
in near the bottom where there's a separate card that has like instantly
goes to check if it's in the motherboard or if it's in the graphics card? Yeah,
it's on the bottom. Are you okay with uh
going into the system? Yep. Immediately
invites us to crack the side panel. Have you already powered down the system or
no? No. Do you know where the memory is on the motherboard? No.
These are good questions though. figure out what kind of user you're dealing with. Now he's got a baseline line of
like where what kind of directions to give her because he's not going to say,
"Oh, look above the memory for these dots. Check the dim slot." Yeah. She's
not going to know anything about that. But now he can be like, "Oh, you see this thing here? Go this way." And
that's what you're looking for. On the inside of the computer, do you happen to
see two strips that are lighting up or no? What a great way to describe RGB
memory. She doesn't get it, but strong disagree.
Two strips that are lighting up. Okay.
To the right of those strips, do you happen to see any indicator lights?
There's going to be four small little LEDs. They light up in different colors.
So, there's usually a red, yellow, green, and white. Do you happen to see
any of them on currently? No, none of them are on. I don't think she looked in
the right spot. On the inside of your system, there's going to be a graphics
card pretty much where you plugged in your monitor. Do you happen to see if
it's light? Uh, I don't know if this graphics card specifically has a light
on it, but do you happen to see if the fan is spinning on it or No, I can't see
it. All right, let's try something uh else here. You can actually turn off the
system and instead of using that graphics card, let's try plugging in the
HDMI into the motherboard itself just to
see if we're getting a picture at all. Good troubleshooting step. Honestly,
nonfcpus do cost a little bit more. Oh, it's worth it every time. But every time
you run into a problem and you're trying to troubleshoot, it's nice to know that
you can just plug into the motherboard and okay, is it a problem with my
graphics card, is it not? Uh, let's see if anything shows up on the screen.
Yeah, it turned on. You're seeing a boot logo or uh what are you seeing on the
screen? Yeah, it's just asking me to like sign in and stuff. Okay, for the
moment, if you want, let's just get you signed in and then we can go about
troubleshooting the graphics card. there. He's gotten to the root of the
issue extremely quickly. He still has no way of knowing for sure if our graphics
card is dead or unseated or maybe the power connector's loose. He doesn't know
any of that, but he knows that it's GPU related and the rest of the system
works. That is a great start for being on the phone for just a few minutes. On
the graphics card in particular, we're going to take a look at the power cable
with it just to make sure that it's fully plugged in. Okay, that would
entail opening up the system so that we can actually take a look at it. If you
can, you could take a picture and then send it to support at maingeear.com and
that way I can walk you through exactly what we're going to take a look at
specifically. Okay, fantastic. Using the camera on the phone. A picture is 1,000
words.
Oh god, he's taking off all the screws. I'm not sure I know how to take this
off. Um, do you mean the glass eye panel? Oh, I got it. Okay. Cuz I was
going to say there should be two thumb screws on the very back where you plug in the uh ports. Yeah. Once you unscrew
those, it should slide back and you should be able to lift it up. Yeah, I
got it out. Okay. Apologies on that. He would have had her there. Yeah. The
minute you send it there, I should be able to take a look at it for you. Sorry. What was that? Again, apologies
on that. What was the email I'm sending it to? It's going to be support. Yeah.
Oh, okay. He's so upbeat. He's very patient. Hey again. I apologize on that.
No, it's okay. Says sorry every time he asks us to wait a little bit. Yeah. What
is this guy Canadian? It is possible that we may have to just receat the graphics card. Hopefully that's not the
case. Hopefully it's just a power cable. Wow. He's already figured it out, man.
Dude, he's so good. Dell just gave up and they're like, "Ah, your computer's
and Main Gear having this troubleshooting capability at their
level one tech support is going to save them so much money compared to Dell.
Like, yeah, I'm sure Buddy here costs a little bit more than that overseas call
center, but compared to sending a technician out to someone's house, it's
a bargain. If you look underneath the MSI GeForce RTX logo that's there, do
you happen to see if the fans are spinning or No. Yeah, they're spinning.
So, he knows the card's getting power. Yeah, everything seems to be in place
there, too. Let's see if you Let's see. And you were able to fully get into
Windows essentially on the system. Let's see. Let's see. We can try one more
thing. It looks like May have us receat it and he's going to win.
Yeah, we may have to try receing the GPU. Well, I knew it. Before we do the
receipt, uh, go ahead and shut down the system and then we'll try and just
receat that power cable first. Methodical. I love it. I'm like excited.
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
clip that's there. We're going to fully unplug it, re unseat it essentially, and
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
have plugged it back in. Yeah, that's easier to check than taking the card in
and out, unscrewing PCIe slot covers and stuff. And it's so much faster than
asking me for my serial number and my order number and my service tag and then
asking me if the power cable that I have is compatible with the GPU I have. Just
get on with it. This is good. Do me one more favor. Just press lightly on the
GPU. I just want to make sure it's fully seated in its slot and then go ahead and
turn it back on.
I wonder if you might have accidentally fixed the unseated GPU. All right, it's
turned off just from her pushing on the power cable. It's entirely possible.
That's all it can take sometimes. And realistically, in shipping, that's
probably all it would come out, too, is just that hair. You just got to push it
in. He wins. He does. And that's with the graphics card, correct? Yep. So,
that's a good good sign there. I apologize for going through all that uh
all the troubleshooting there, but it looks like you do have your um your
graphics card working. It just looks like it was just a cable issue. And if
you have any other concerns, questions, or anything, just let us know. We'd be
happy to assist you further. Mangar should just start up a like side hustle
secondary business as just like a phone chat line. Every time we call them,
they're so friendly, helpful, personable. I was thinking they should
outsource their customer support team to everyone else. Yeah, dude. I would do
spots for just like phone a friend. Brought to you by Mang Gear's phone a
friend service. What is your problem today? I'm just lonely. Well, here. Let
me help you out with that. You see the bright green glowing thing in your
computer. Let's talk about it for a little bit. I'm going help you stuff in,
unplug it. You know, I think my experience was a lot better with Mang
Gear than it was with Dell. He actually knew like how to talk to me. Was asking
me some pretty decent questions and walked me through it. And they were able
to help me fix my computer. I rate them a five. It was really I rate them a
five, too. Absolutely. Thanks for calling Cyberpower PC, makers of the
best gaming system. Hey, we got the best pizza. Like, how the do you know that?
19 seconds wait time. Um, I'm having
some video problems. My computer isn't
showing me video on my monitor. Can you please let me know where you have your
monitor connected to? Is it to the graphics card or to the motherboard? Um,
it is connected to the graphics card.
Katie only knows how to check that because of the excellent instructions
that were provided by the previous tech support. You're right. He should have
specified where to plug it in. You're did not help her landmark that. And it's
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
already know some stuff they didn't know before cuz we intentionally choose
people who we know are not particularly techsavvy. Does the fan spin on the
graphics card itself? Not the whole computer, just the graphics card. Oh,
yeah. It's spinning. I like that they're asking that, though. Yep. These are good
questions, but he has not asked her if she's comfortable with the internals of
a computer, if she knows what memory is or anything like that. True. It can
probably be that due to the shipping, maybe the graphics card got slightly
disconnected. But he nailed the diagnosis. So, what I
want you to try next is to remove the graphics card and then put it back in to
see if that helps. If it doesn't help, then it can mean that it's either a
defective graphics card or it was damaged during shipping. It's a little
extreme. I probably would have asked a couple other questions first. But he
wasted zero time [ __ ] around having us turn it on, turn it off. 100%. Ask
what brand our monitor is and if it's compatible with our system. Just to
confirm so I can send you the video guide. The email I see here on file.
Whoa. He's got a video guide. Video guide. Everyone should have a video
guide on the stock. They have the cyber power. This will take you a while. So,
what I recommend you to do is you can either reply back to the email with the
results if it worked or if it didn't. And it gets him off the line. Here you
go. Follow this guide. [ __ ] See you later. Yeah. If you don't if you have problems, call me back. Here's my
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
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
going to have a look at removing the graphics card now. Hey, it's a very
clear video. Hey, they took my branding. What do you mean [ __ ] tech tips? I'm
tech tips. Anyone can give out tech tips. You push down the clip, give it a
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
don't know, Katie. Why don't you watch the damn video? And there'll be a little
clip on the card there just where I'm pointing there. It be nice if you showed
the clip a bit better. Oh, here we go. Here we go. Here we go. Wow. Oh, there
we go. Did they even give a closeup? I'm so impressed right now. directly back
into the system. Just line up the slot um as you did um when it was already in
the system. I could use a little bit more guidance for where the bottom of
the PCI bracket kind of slips into the thing or not the thing. Yeah, can be a
little tricky. Oh my god, it's really stuck in there. What the
lift up? Oh. Oh, I see. Okay. I don't
even know how to take this part off to take it out. It doesn't show you.
Doesn't show you anything. Get a screwdriver. Yeah. I was like, you
got a screwdriver. Just start unscrewing.
Oh god. Okay. You got No, no, no. That's fine. She's got She had the thing open.
She's got to take that off to get the PCIe slot covers. Okay. Here we go. Here
we go. Here we go. Nice. Nice. Let's go, Miss Katesson.
I think it's just a confidence issue cuz she can totally do it. Yay. I'm calling
it now. She's going to feel accomplished when she figures it out and the system
turns on. H.
She's going to insert this one directly into the system. Just line up this slot.
And then just put it back in. Okay. She can do it. She'll do it kicking and
screaming, but she'll do it. She's going to get Let's go ahead and line up. Yeah.
No, that's close. That's close. Try not to mess it up. That's close. I don't
want to break anything. Like that's me telling her like if you break it, you break it. That's customer support. Yeah.
Yeah. Click. That's it. That's the one. Look, she's moving faster, more
confidently already. Knows how to use the screwdriver better. It's just Yeah.
You know what I would have done? Said I not using the magnet. I wouldn't put it
back on. She's big nerd gaming now. Hell yeah, she is. And if you're big nerd
gaming, boy, do we ever have a shirt for you. ltstore.com. Big nerd gaming.
I don't think it's working. No. No. It's working. It's working. My hard work. No,
you just wait. I believe. I believe. I believe lights came on on the keyboard.
Just wait for it. Let's go. The video
that I got sent was not a very good
explanation of how to take everything off and unscrew everything. So that was
a little difficult and I had to learn myself. No way. I disagree. And yet
worked. Is your computer working? 2 minutes. 2 minute long that video is.
But other than that, I got it fixed and now it's working. I rate the support
probably a three because they didn't really give me any explanation on how to
do it. They just sent me a video and then that was kind of cut short. I liked
the video. I liked the video. I think that it really helps visualize
everything and it makes it very clear on what you should do. So, I disagree with
her on that. But I also do understand how some people, especially if they
haven't done anything before, they might want someone to stay on the line and talk them through it. But he asked, you
know, if she's good to go and she said yes. So, and the call was short. Y
computer is fixed 100%. So, she could have felt better about it. Sure. Next,
we're doing HP. The biggest nerd gaming of all. Let me transfer you to an agent
for further assistance. Thank you for calling HP. My name is How can I help
you out? 19 seconds. Hi. Um, I have no
video on my PC that I have and it's violently
beeping at me. Oh, yeah. HP has postcodes. After it's unplugged and
completely turned off, you need to press and hold the power button for 30
seconds. We're trying to do a power drain or a hard reset here. Let me know
once you start. I'll start the timer of 30 seconds. I'll let you know when to
let go of the power button. I'm actually surprised Main Gear and uh Cyber Power
didn't bother to just like try a full shutdown and and reset capacitors and
everything. Okay, it's on. Okay. Like do
you see any display? No, I don't see any display. Is there any is there any
pattern of the beep there that you hear like three long, two short beeps?
Anything as such that you can recognize? Yeah. Uh, I think it's three long, too
short. Three long, two short. Okay, let me have
it checked. And now I would request you to again turn off the computer. We'll
try to get in. I'll let you know how to do that. Katie, completely turn it off.
Oh, the lady also shouldn't have given her an example. She should have just
asked if there's long beeps and short beeps cuz then she would have had to
stop and think about it. Instead, she's like, "Oh, yeah, it probably was three and two cuz that's what you said." Those
are going to be completely different errors. completely different. If I was
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
again. Here we go. Okay. Kindly let go
the keys there. 1 2 3. Yep. And as I understand here,
since this PC was purchased, this is the first time you're trying to hook it up
to the cables and try turning it on. Is that correct? Yes,
we can try to receive the RAM sticks uh physically on the computer there.
Receipt the what now? Did I hear Did I hear graphic something? I don't know.
Remove the RAM stick for a few seconds and put it
back. Valid step. Yes. How much you want
to bet that that's on their basic troubleshooting because of Secret
Shopper season one? I bet you she looked up three long too short beep code and I
bet you that beep code is RAM. Three long too short typically indicates a
memory failure. Ah, what a twist. Ah, to
be fair, this is Katie's fault, not our customer support rep's fault. Yes, she
shouldn't have led the question, but Techport's going through the right steps
for this one. It should be It should be memory. Can you see the memory sticks
there, which you can pull out? Okay. Yes, I do. How many of them do you have?
like two or just one. Yeah, please remove both and remember the slot where
it was at. It should either be on one and three or two and four. Okay. Yeah,
it's on two and four. How do I take them out? Just take them out. Katie would
love to have a video right now. Try taking it off. There is no tools
required for this S12. And I don't think you need to press on any lever. Let me
just check again with this model and I'll let you know. Just give me one
quick. Uncip it. Bad instructions. Uncip it. Bad instructions. Don't just No,
don't just rip the rim off.
She's like, "This one's hard to pull out of here. How do I get this out?" Oh, no.
So, you should We are not big in there like a lever that you can press. Now,
she tells us about able to pull off the
other side will be okay. Yep. It was a lot easier that time, huh? I was saying
you can put back the memory sticks, plug back the power cable and plug in other
required cables like for the monitor and all of that and you can try turning on
the computer. Let me know if the beep comes in again.
I don't hear it yet. Okay. Do you see the lights coming on on the tower
indicating it is turning on? Yep. I don't know why the postcodes aren't
coming on though. Maybe she ruined it more. Maybe. Nope. Visual is not
working. But the lights are still on there. Stable on the top. It's not
beeping. Can you try placing the RAM sticks in slot one and three instead of
two and four? Yep. Well, that's what the She She's stuck on the RAM because
that's what she she heard the three and two. It's not her fault. Her fault. It's
not her fault, honestly. Completely on us. Sorry, HP. There's not much we can
do. You guys got kind of boned on this one. could have told us about the RAM
clips right away instead of letting us rip a stick out first. That would have
probably no damage done, but that would have been nice. I'm having trouble
getting it in. She's got this. She's got this. We need to align it on the slot
and then uh press it gently down until you hear a click sound. These are all
good tips. I just wish they would come a little earlier. Okay, I think it's on.
Okay, try turning on the computer if it's Okay, it's on.
Okay, let me check the display and let me know if it's still doing these. One,
two, three, one, two. Now we have the memory code. She either didn't see them
properly or they're just in the wrong slots. So now there is a memory code.
So, okay, what are we rating Katie out of five for this one? She gets a two.
She should listen to the beeps better. She grew up in an age after beep codes.
That is honestly a really fair point. I know to listen to a beep code very
carefully. Yeah, she doesn't. Could you please turn off your computer again?
Place the computer flat on the surface and just remove one of the RAM sticks
and try turning on the computer with just one card. That is a great step.
Yes, if it's the RAM. Yes, great
troubleshooting step. It just isn't the RAM. I mean, now it is. Yeah, now it is.
So, you can just keep one of the RAM sticks in the slot two and remove the
one the other one. Okay. She's getting better at plugging
in I/IO. I believe You think this is going to be magically fixed? No, no, no,
no. But I believe that this is going to the
system's still Did she break it? Did she
[ __ ] break it? I don't think so. Uh the second one. And it's not lighting
up. And then her RAM's not lighting up. So, I'm thinking it's not seated
properly cuz it should at least turn on with the RGB stuff as long as power is
getting to it. I think she just doesn't know how to seat RAM, which is fair. It
takes a lot of force. It's like putting a CPU latch down. You don't always think
it's going to take that much force. And she didn't have a video to show how to
do it. We can get this computer replaced with a new one or we can get the same
computer repaired under warranty where we pick it up and return it back to your
shipping address after the repair is completed. Let me know what's your
That's reasonable. I mean, I'll get back to you. At the end of the day, HP is
solving the problem. You can't go too hard at them. It's going to take a
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
put the RAM back in the right spots before we test everything. I just mean
they're solving it though. Oh yeah, 100%. They're standing behind the
product. Y in spite of our shenanigans. Is there anything else that I may help
you out with right now? No, that's all. Thank you. Feel really bad. I kind of
want to fix it. I think the call with HP was not the greatest call. She didn't
really give me the right directions on what to do.
You didn't give her the right directions. And the problem just kind of
got worse over time. That's because he took the RAM out.
I'm giving HP like a solid three and a half. I don't think that was their
fault. If we give them literally the wrong information, you know, very early
on in the decision tree and we end uping over here instead of over here. That's
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
them good information, but it was like 30 seconds too late. Yeah, you're right.
that. But I think three and a half is is totally fair. Thank you for reaching out
to us again. Am I watching Tik Tok or am I calling support? We'll see how this
goes cuz this is the one we bought from Amazon and it said in the in the box,
call I power support. Hi, I'm having issu issues with my visual display. Like
my computer isn't showing up on my monitor. Do you have your monitor
plugged into the graphics card and not the motherboard? Good question. Uh
that's about as far as I can do. I'll send you over to technical support so
they could do more. That guy is not even tech support. That's like a sales rep
trying to help her out. Anyway, I like it. Technical support. How may I help
you today? Hi. I'm having troubles with um like playing video. The other agent
describe it says, "Come on, Katie. Hold on." That's a very different thing. It
kind of is, but just wait. Your monitor does not have display. He had the
information from the previous call. He nailed it. Every time the system may be
something you receive in shipping, the number one thing you may check is besides cables is these two sticks of
RAM. Sometimes in shipping if it's a little rough, they come loose a little
bit. So that's what we're going to be trying to do today. Getting down to
business. It's a fair assumption. And this is exactly why we altered the issue
this year from the ramp. Yeah, cuz we know everyone's going to be ready for loose for hemsticks. Yeah, it's off now.
Everyone except Dell. [ __ ] Dell. They gave up so fast. I'm just going to show
show you a quick video um that's just going to demonstrate what we're going to
be doing just to kind of review so that there's no Is he going to show her a
video and stay on the line? Maybe. Is I by Power going to win tech support this
year? I could give you the title of the video essentially. Oh, sure. Oh yeah,
that'll work too. I can look it up. It's one sentence. So, let me know once
you're on the search of you on YouTube. Yep. So, just type in how to properly
remove and place back the RAM sticks. R
A M and then sticks question mark would be the title of the video and hit enter.
Beautiful. There should be a user called Mac. Wow. Interesting. Yep. So, they
just found Why make a video when you can just find someone else who made a video?
Get Mr. Macy a little bit of AdSense money. Just push the lock outward and
this side will pop out. Just pull the RAM stick and you are good to go. It's
an old video, but it works. Yeah. To place it back, simply open the RAM slots
locks. Yeah, align the notch of the RAM sticks to the RAM slot. But hey, this is
a lot better than what happened last time where Katie was just left to her
own devices to pull memory out. And it's super a click from the locking mechanism
of the right slot. That's right. Two clicks. Hell yeah.
Okay. Any questions? No. No questions. Oh. Oh, now you like the video. Did you
want to place it on its back or is it against the wall? I think it back. I
think she was upset that she just got like pushed off to a video and that's
valid. Yeah, she's getting better at taking side
panels off. Yeah. And then once you have removed the latches that the video shows, usually she just be able to pull
yank off the RAM with a little force. Yank's a bit of a dangerous word here
after what we've seen Katie do to a RAM stick. And then just pretty much pop it
back in top and bottom. Push downwards into the board.
Okay. Okay. Just let me know once everything's plugged in. Any changes so
far? Um,
I don't think so. We do want to do something called a live session. Do you
happen to have some kind of a mobile phone where we could use the back camera
of your cell phone to stream so that we could take a look at the computer? Yeah.
Interesting. I like that. All right. We see a white light right there right next
to the two sticks of RAM that were mentioning earlier. And now that usually
means it's trying to detect the graphics card connection. Technically, right now,
we're hoping nailed it. Everything should be fine. And maybe the graphics
card might be just a little loot. Easy. Nailed it. I wish he'd done this first.
I completely understand why he assumed it was RAM. It usually is. Do you see
any gold connectors? Great or gold pins exposed in that general area below that.
Oh, and the way he helps her landmark when she's looking at it. Oh, that
little chip, the little gold, the little Ah, I love it. I love it. There are a
little bit of reflection, but I do see definitely there is something loose
there. That's why you're not getting display. So, um, go ahead and turn off
the computer real quick. And we're going to need screwdrivers. This is not going
to be anything major. We're not taking anything out. We're just going to remove. We're not removing that. Even
reassures her it's nothing major. Push. Not a gentle push, but a pretty firm
push. Doesn't even get her to like take it out and put it back in. He knows just
got to knock it in there. That's going to save him so much time. Do you happen
to have a screwdriver? Yep. Okay, just go ahead and grab one and then you could
just drop me off there and then let me know once you're back. Okay.
Okay, I have one. Okay, so we're going to locate the
screws first. So, um, let me know once you have the phone up. Should I unplug
everything? Maybe. Um, yes. She's
getting too smart. See, this is the problem. This is the fifth out of six
calls. She's already telling me like, should I unplug everything? Everyone else told me to unplug everything first.
That was a bit of a cheat. I'm docking half a point off for him not saying
that. There are the two screws right there. Again, you're not removing them.
You're just going to torque it where it stays on, but it's just loose. Okay. And
then you're just going to push in with your palm of your hand where it says MSI
and then push it into the board. And then um you could examine to see if
there's any still gold pins exposed. If it's good, then you screw it down
tighter.
Okay, there she goes. Wow. She seated it. Okay. And then screw it down. And
then we're going to basically have it plugged in all the way and everything.
And then start it up once more. Okay. And then she's going to be ready for
some big nerd gaming.
Okay. Still trying to detect the GPU. Okay. It passed the test. So now it's
actually either going to restart or it's actually going to give you a display
soon. So we'll see. He's confident. He knows. He solved it. You cracked the
case. Yeah. It's on the display. Yeah. My monitor is on. Let's go. All right. I
hope you enjoy. Take care. Thank you. That went way better than
freaking HP. I buy power was super
helpful this time. They got me on a video call and they explained everything
super thoroughly. Nailed it. Four and a half. Taking off half a point for them
not telling her to unplug the computer. Fine. Next up is Star Forge. They don't
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
support phone number. I know they don't have a sales one, but Oh, I don't like
that. I think that's an automatic point off. Last time they did set up a call
with us after the fact after we emailed them and everything. Hey there, my
computer doesn't [ __ ] work. Yeah. So,
thanks for contacting us. We'll get back to you as soon as possible. In 5
minutes, they already got back to us and they said, "Greetings, Katie. Thank you
for reaching out. We'd be happy to help investigate this issue with you. Where's
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
number to call us and talk to us at to get things started. We have your order
number so we can validate your hardware. It should be now we wait like get have
live chat then like this is responded
and they asked me if my monitor was plugged into my GPU and not my mother.
We're doing this whole thing via email. The monitors connect to your graphics
card and this is they got pictures though. Please let us know. And he's like, "Hey, make sure it's not plugged
in up here." Oh my god. Yeah, it's going to be back and forth all day. It really
wasn't that bad. These were all responses like a few minutes later.
Sure, but like 14 minutes later, they got back to us and they wanted us to
send them a couple of photos of the computer. What I'm supposed to do, I'm
like, I go do my laundry. I get halfway through folding three shirts. Now I got
to go look at my computer, get tons of pictures. I have already waited longer
though than our longest other call. I do agree. And I wish they had a phone line
for us to call support. I get not ordering, you know, not a sales line.
Fine. A lot of people don't buy them like that anymore, but support, please,
please make a support line, please. They responded back and told me to receipt my
graphics card along with a very descriptive directions and descriptive
photos on how to do so. They sure what a retention clip is. Like, yeah, these are
very, very good instructions for how to receat a GPU. You know what to do. I
don't even know. I don't even need that anymore.
What did he say? I'm undoing my graphics card. Those were good instructions. They
really were. They're very thorough. They even say, "Hey, maybe your clip came loose." Like, totally valid. You can
tell this is a template that they have. It's a great template. Yeah. Picture
with visual indicators with text to describe what is going on. Like that's
You can't ask for more than that except for maybe one or video. Okay, sure.
Video would be good. Tech tips. Oh my god, this clip is really hard in there.
Wow, these are really loose. is a pro now. Yeah, she's way more confident. You
know, six calls in. Oh, there goes one of the screws. Where'd it go?
I know. I heard something like, "Well, if only there was some way to retrieve
the screw."
So, it's hard to say how easily she would have done this if this was the
first computer we did instead of the sixth. Look at how upset she was when
someone gave her a video and walked away. Even at system number three, if
someone had given her a text guide and walked away halfway through this, she'd
have been pissed. Yeah, I agree with you.
And I called this the sense of like accomplishment and confidence from doing
this. You can see it. Oh, yeah. You could see it in her demeanor.
Yeah. See? See? Yeah. Good job. Now,
what are you saying? I've learned enough. Thanks so much. It worked.
Star Forge did a great job with their instructions. There was no phone call,
but they responded quickly to emails and they sent me a detailed list of what to
do. I give them a five. Strong disagree. I want to say a four because the emails
were pretty quickly responded to. They had great instructions. It would be a
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
for a message back when we're like finally troubleshooting something. No,
it's that's fine. That was the one email that took a little too long. Yeah. And
it's not like this is like you bought a, you know, thermal pad. That's true. You
spent like over $1,000. You spent significant money. Yeah. No. No. I think
this whole experience was so much fun. I actually learned how to fix part of a
computer, which I didn't know how to do before. In the beginning, I was just
like, I don't know how to put this in or how to take it out. But I feel like I
learned a lot more. No, she did great. She was a champ. Yeah. You know who else
is a champ? Or is there a segue for Dennis or what? I don't know what
Dennis's second thing is. He didn't tell me this time. Last time I show you how
easy it is to buy coded private information online. You would think that
after a prank call from UPS, he finally set up with our sponsor to leave me, but
no. So, I hired these people to call him for an hour straight.
Think it's I'm being hyper spammed. Hello.
Leave me alone, spammer.
Swear to God if this is dead.
Colton, what you still haven't said about deleting? I'm going to deal with
it myself. It's fine. So, he started contacting data brokers, but he was
ignored. Really? And that was just one
of hundreds of data brokers he had to deal with. But with Delete Me, you just
sign up. They do the work for you. You can get a detailed report within 7 days
and then the removal process starts. Use code LT for 20% off at Delete Me. We
have the link in the description. You really need to sign up this time. Okay.
Okay. But you know what? You'll find out next time who wins in the drag race. And
don't worry, we've seen all your comments about, oh, you're testing too
many variations, whatever. We're not giving anyone a leg up in any way. All
of our final rankings will be the computers as we got them. And then the
extra configuration testing is just to like, okay, for your information, you
know, they should have sent this one. Here's what you should have gotten. But all the rankings will be just, you know,
dollar per FPS as is. We got you. And if
you want to see another video, check out parts one and two. Yeah. Or the one before this. Yeah. Or the one before
that. There's four seasons