WEBVTT 00:00:10.480 --> 00:00:17.600 We now know which system builder packs their systems the best, but Miss 00:00:15.120 --> 00:00:22.320 Katesson is still missing. And to find her, we'll be investigating all of the 00:00:20.160 --> 00:00:27.039 different system integrators support skills. What did we try this time, 00:00:24.160 --> 00:00:31.920 Plofen? We unseated the graphics cards from the PCIe slots. Well, except for 00:00:29.920 --> 00:00:36.239 Dell, their retention mechanism was so strong that we had to instead unseat the 00:00:33.840 --> 00:00:39.520 8pin PCIe power connector. Shall we check the surveillance footage? 00:00:37.280 --> 00:00:43.920 Indubitably, Plusen, where has Scotland Yard secured it this time? Quick, to the 00:00:41.120 --> 00:00:47.760 secret gaming den. Ah, yes. Hi, I'm sponsor you. Delim me. Don't put 00:00:46.000 --> 00:00:51.200 your family at risk by letting their personal data get sold online. Delimme 00:00:49.840 --> 00:00:56.320 removes your data from hundreds of online brokers, helping you protect your 00:00:53.280 --> 00:00:59.680 loved ones. 00:00:56.320 --> 00:01:01.199 Ah, excellent. indubitably. 00:00:59.680 --> 00:01:05.199 Thank you for calling Dell. They should thank us for calling Dell. To help me 00:01:03.039 --> 00:01:10.479 identify your device, please give me the express service code. It's on the bottom 00:01:07.520 --> 00:01:14.320 or on the side. 2166. That's 00:01:11.720 --> 00:01:18.880 XPS8960. Just matched it while that's pretty useful actually to help you. Hi, 00:01:16.240 --> 00:01:22.479 I have no video on my computer when it's on. That's a problem. Can you please 00:01:20.640 --> 00:01:27.119 give it the service tag of your device? You just gave her invoice. It knows 00:01:24.080 --> 00:01:28.880 exactly what computer we have. 00:01:27.119 --> 00:01:35.119 There's a service tag. You look up the service tag. So, I see that you have an 00:01:31.360 --> 00:01:37.680 XPS 8960 model system, correct? Yes. Do 00:01:35.119 --> 00:01:41.680 you have any other alternate monitor to check whether if you find the same 00:01:39.680 --> 00:01:45.360 error? No. That's a really good question though. It is cuz you don't know if it's 00:01:43.119 --> 00:01:49.600 the cable, if it's the display, if it's the GPU, maybe it's some other part of 00:01:47.119 --> 00:01:55.280 the computer. Shut down those system and disconnect all the external Pedals. Have 00:01:52.240 --> 00:01:56.640 you tried turning it off, unplugging, 00:01:55.280 --> 00:02:02.079 turning it back on, and plugging everything back in? Oh, you say you have? I'd like to visually watch you do 00:01:59.840 --> 00:02:07.280 that. Am I unplugging everything in the back? Yes. Unplugged every external 00:02:04.640 --> 00:02:11.280 peripheral, including mouse, keyboard, monitor, if you have printer, connected, 00:02:09.440 --> 00:02:15.520 everything. Press and hold the power button on the system for 15 seconds. 00:02:14.160 --> 00:02:18.800 Doing great, Katie. She just wants to unplug everything. Power the whole thing 00:02:17.280 --> 00:02:24.400 down. Drain the capacitors and everything by holding the power button. Plug it back in. Very reasonable. Okay, 00:02:22.560 --> 00:02:28.800 everything's plugged in. No, you can power on the system. Check if you get 00:02:26.560 --> 00:02:32.319 anything on screen. Is this a postcode? It looks like it. Well, hold on. It's 00:02:30.480 --> 00:02:37.200 just blinking. It keeps changing. No, nothing's coming up. Was there any video 00:02:35.120 --> 00:02:40.640 before this issue occurred or is it the first time you're connecting the monitor 00:02:38.959 --> 00:02:44.319 to the system? This is the first time. And is the monitor compatible with the 00:02:42.560 --> 00:02:48.000 system? Yeah. Just give me a minute, ma'am. I'm just checking with my 00:02:45.680 --> 00:02:50.879 internal resources to assist you further with the troubleshooting step. Please 00:02:49.599 --> 00:02:56.239 stay connected. Hey, she's telling us what she's doing. Hey, I got to check my script. That's totally okay. That's 00:02:53.440 --> 00:03:01.519 totally valid. What type of port are you using to connect the cables? I mean the 00:02:59.360 --> 00:03:05.920 video cables. Uh HDMI. That's another valid question. Do you have a different 00:03:03.360 --> 00:03:11.200 compatible or a known good compatible cable to check? Um I've used this cable 00:03:08.800 --> 00:03:15.519 and monitor with a laptop before and it's worked perfectly fine. So do you 00:03:13.120 --> 00:03:19.200 have a known good cable to check with the system instead of laptop? This is a 00:03:17.599 --> 00:03:23.120 stupid question. No, I don't need to do that. I've used it. I literally was just 00:03:20.959 --> 00:03:29.200 using it. Cable works. The monitor works. Can you please verify, was there 00:03:25.360 --> 00:03:31.440 any damage detected on port or cable? 00:03:29.200 --> 00:03:35.599 No, there's none. Okay, cable works. They really really want it to be this 00:03:33.280 --> 00:03:38.799 cable. 100%. And to be fair, what has been the problem almost every single 00:03:37.040 --> 00:03:42.640 time we've had an issue with like a display on set? It's almost always the 00:03:40.720 --> 00:03:46.959 cable. They just they flake out. Can you please try reconnecting the cable and 00:03:45.040 --> 00:03:51.680 verifying the connection? Please disconnect the cables and reconnect them 00:03:49.360 --> 00:03:56.879 once again. Okay, they're out. Do you want me to plug them back in? Yes. 00:03:54.879 --> 00:04:03.439 Okay, they're plugged in. Do you see any change when you turn it back on or if 00:03:59.200 --> 00:04:05.280 you reconnect the cable? Um, 00:04:03.439 --> 00:04:08.239 no. How many times are we going to do the same troubleshooting step? I don't 00:04:06.720 --> 00:04:12.400 mind this troubleshooting step. I don't like doing it twice. Yeah. You also told 00:04:10.000 --> 00:04:16.959 me that you do not have an external or a known good monitor to test, correct? 00:04:14.640 --> 00:04:21.280 Yes. We gave a little bit of conflicting information there because we told her 00:04:19.440 --> 00:04:25.520 that the monitor works with the laptop. So, Miss Kates could have been more 00:04:23.520 --> 00:04:27.840 clear, but also she already asked and we already told her it works with a laptop. 00:04:26.720 --> 00:04:34.000 So, what is she asking us the same question for? Again, this is the problem with a script rather than an experienced 00:04:32.320 --> 00:04:38.400 troubleshooter on the other side of the line is you don't got to ask me do I 00:04:36.880 --> 00:04:42.560 have an own good monitor if I just told you I used it with my laptop and it 00:04:40.080 --> 00:04:46.639 worked. I know it's good. So we have uh troubleshooted the issue where you have 00:04:44.320 --> 00:04:51.600 mentioned there is no video on screen. So after troubleshooting we got an 00:04:49.600 --> 00:04:54.280 conclusion that we need to replace the defective graphic card. Well they know 00:04:53.440 --> 00:05:00.960 it's the GPU. How though? I wouldn't know it was 00:04:57.680 --> 00:05:02.639 the GPU yet. This is like you know oh 00:05:00.960 --> 00:05:08.639 man doing the wrong math to get the right answer. Ah to replace the graphic 00:05:05.440 --> 00:05:10.960 card uh you can take your system to the 00:05:08.639 --> 00:05:15.120 nearest caring service center which is available nearby your location. If you 00:05:13.360 --> 00:05:20.000 help me with your complete physical address I can send you the location of 00:05:17.360 --> 00:05:25.520 the caring service center. Um no I'm okay. That is a valid response and I can 00:05:24.080 --> 00:05:30.080 understand why they wouldn't want a novice user poking around inside the 00:05:27.520 --> 00:05:35.440 system but this GPU could still be perfectly fine. It could just need to be 00:05:32.320 --> 00:05:37.440 receded or it could just have the power 00:05:35.440 --> 00:05:41.440 cable loose and there's no reason for me to not be able to just and then get my 00:05:39.520 --> 00:05:45.120 system up and running. Yeah, it also could absolutely just be something else 00:05:43.440 --> 00:05:49.759 at this point preventing the system from posting. They have done nothing to 00:05:47.360 --> 00:05:55.199 diagnose whether some RAM came loose in shipping or power supply cable came 00:05:52.639 --> 00:05:59.759 loose. And I see that you have on-site service uh where the technician can come 00:05:57.360 --> 00:06:04.319 to your location and replace the graphic cards. I mean, the technician as much as 00:06:02.160 --> 00:06:07.680 we'd rather do it ourselves. That's pretty good. That's pretty good. A 00:06:05.840 --> 00:06:12.319 service technician to come in and do it for you. And that is not a service that 00:06:10.240 --> 00:06:16.800 we were upcharged for. N that was included in the base price of the system 00:06:14.240 --> 00:06:21.120 rather than being aggressively upsold at a super high price. And considering 00:06:18.639 --> 00:06:24.319 Dell's average customer, I kind of understand like yes, keyword being 00:06:22.720 --> 00:06:29.360 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 00:06:27.039 --> 00:06:32.560 they got to this point here and just said, "Give it to the technician." And 00:06:30.720 --> 00:06:37.039 you also have another privilege where you can send your system to our mailing 00:06:34.960 --> 00:06:42.160 service center where the technician will check the complete functionality of the 00:06:39.360 --> 00:06:47.120 system. Um, I think I'll make a decision decision later and see if I want to call 00:06:44.800 --> 00:06:51.919 the guy to my house. Okay. In that case, I will send out an email to you. Uh, you 00:06:49.919 --> 00:06:55.600 can simply reply to that email. That means I will get the notifications and I 00:06:54.000 --> 00:06:59.280 will call you back. Because if you call us back, you may connect to a different 00:06:57.280 --> 00:07:04.000 team again. They may not know what is the exact situation that is going on on 00:07:01.440 --> 00:07:07.440 this case. So simply reply to my email. I'll call you back for the assistant. 00:07:06.080 --> 00:07:11.360 That's pretty good. Okay. They log everything. They set us up with either 00:07:09.199 --> 00:07:15.280 an inhome service or a mail-in service and we're off the phone in a little over 00:07:13.440 --> 00:07:18.800 20 minutes. Could have been a lot worse. Yeah. Oh, it took a long time. They 00:07:17.199 --> 00:07:21.759 didn't help me fix my issue. They told me how to fix it. Well, they told you 00:07:20.400 --> 00:07:27.919 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 00:07:26.000 --> 00:07:30.720 rate it a three because I couldn't really hear what she was saying. Yeah, 00:07:29.280 --> 00:07:34.960 she's a little quiet. I think three is pretty reasonable. They spent some time with us. They didn't immediately push us 00:07:33.520 --> 00:07:38.720 off. I'd have given it a four. I mean, they solved the problem. Well, I mean, 00:07:37.280 --> 00:07:42.880 solve the problem. Solve the problem in the long term. Yes. Yeah. Okay. All 00:07:40.639 --> 00:07:46.240 right. Thank you for calling support. Please hold for the next available 00:07:44.400 --> 00:07:50.800 technician. Wow. Quick wait times for both Dell and Mia. Hi. I don't have any 00:07:48.400 --> 00:07:54.879 video coming up on my computer. Is this after you just first plugged it in or 00:07:52.960 --> 00:07:58.479 has this like happened progressively? Uh, no. This just happened. Like I just 00:07:56.800 --> 00:08:02.400 got back from vacation and got my computer. So, congratulations on a new 00:08:00.479 --> 00:08:05.840 system and let's see if we can get that working for you. Personable. Yeah, it's 00:08:04.240 --> 00:08:10.160 also a great question. I mean, there's a big difference between computer just arrived and doesn't output video and 00:08:08.960 --> 00:08:14.479 I've been using it for 2 weeks and suddenly stopped working. Yeah. So, for 00:08:12.000 --> 00:08:18.720 your monitor, do you have it plugged in above the USB or do you have it plugged 00:08:17.120 --> 00:08:21.680 in near the bottom where there's a separate card that has like instantly 00:08:20.240 --> 00:08:27.039 goes to check if it's in the motherboard or if it's in the graphics card? Yeah, 00:08:23.360 --> 00:08:30.879 it's on the bottom. Are you okay with uh 00:08:27.039 --> 00:08:32.719 going into the system? Yep. Immediately 00:08:30.879 --> 00:08:35.599 invites us to crack the side panel. Have you already powered down the system or 00:08:33.919 --> 00:08:40.959 no? No. Do you know where the memory is on the motherboard? No. 00:08:39.279 --> 00:08:45.680 These are good questions though. figure out what kind of user you're dealing with. Now he's got a baseline line of 00:08:44.000 --> 00:08:49.440 like where what kind of directions to give her because he's not going to say, 00:08:47.120 --> 00:08:52.240 "Oh, look above the memory for these dots. Check the dim slot." Yeah. She's 00:08:51.360 --> 00:08:56.640 not going to know anything about that. But now he can be like, "Oh, you see this thing here? Go this way." And 00:08:55.200 --> 00:09:00.720 that's what you're looking for. On the inside of the computer, do you happen to 00:08:58.240 --> 00:09:05.279 see two strips that are lighting up or no? What a great way to describe RGB 00:09:02.880 --> 00:09:09.920 memory. She doesn't get it, but strong disagree. 00:09:06.880 --> 00:09:11.839 Two strips that are lighting up. Okay. 00:09:09.920 --> 00:09:15.120 To the right of those strips, do you happen to see any indicator lights? 00:09:13.600 --> 00:09:20.000 There's going to be four small little LEDs. They light up in different colors. 00:09:17.360 --> 00:09:23.920 So, there's usually a red, yellow, green, and white. Do you happen to see 00:09:21.920 --> 00:09:27.120 any of them on currently? No, none of them are on. I don't think she looked in 00:09:25.600 --> 00:09:30.720 the right spot. On the inside of your system, there's going to be a graphics 00:09:28.800 --> 00:09:36.000 card pretty much where you plugged in your monitor. Do you happen to see if 00:09:33.760 --> 00:09:38.640 it's light? Uh, I don't know if this graphics card specifically has a light 00:09:37.440 --> 00:09:43.839 on it, but do you happen to see if the fan is spinning on it or No, I can't see 00:09:41.279 --> 00:09:48.800 it. All right, let's try something uh else here. You can actually turn off the 00:09:46.320 --> 00:09:55.519 system and instead of using that graphics card, let's try plugging in the 00:09:52.320 --> 00:09:56.959 HDMI into the motherboard itself just to 00:09:55.519 --> 00:10:02.160 see if we're getting a picture at all. Good troubleshooting step. Honestly, 00:09:59.640 --> 00:10:05.600 nonfcpus do cost a little bit more. Oh, it's worth it every time. But every time 00:10:04.320 --> 00:10:09.120 you run into a problem and you're trying to troubleshoot, it's nice to know that 00:10:07.600 --> 00:10:12.959 you can just plug into the motherboard and okay, is it a problem with my 00:10:10.880 --> 00:10:17.519 graphics card, is it not? Uh, let's see if anything shows up on the screen. 00:10:15.279 --> 00:10:22.320 Yeah, it turned on. You're seeing a boot logo or uh what are you seeing on the 00:10:20.079 --> 00:10:26.800 screen? Yeah, it's just asking me to like sign in and stuff. Okay, for the 00:10:24.640 --> 00:10:31.279 moment, if you want, let's just get you signed in and then we can go about 00:10:29.040 --> 00:10:35.519 troubleshooting the graphics card. there. He's gotten to the root of the 00:10:32.720 --> 00:10:40.240 issue extremely quickly. He still has no way of knowing for sure if our graphics 00:10:37.600 --> 00:10:44.320 card is dead or unseated or maybe the power connector's loose. He doesn't know 00:10:42.160 --> 00:10:47.360 any of that, but he knows that it's GPU related and the rest of the system 00:10:45.519 --> 00:10:51.360 works. That is a great start for being on the phone for just a few minutes. On 00:10:49.040 --> 00:10:55.200 the graphics card in particular, we're going to take a look at the power cable 00:10:53.680 --> 00:11:00.000 with it just to make sure that it's fully plugged in. Okay, that would 00:10:57.360 --> 00:11:04.480 entail opening up the system so that we can actually take a look at it. If you 00:11:02.079 --> 00:11:08.160 can, you could take a picture and then send it to support at maingeear.com and 00:11:06.640 --> 00:11:12.640 that way I can walk you through exactly what we're going to take a look at 00:11:10.079 --> 00:11:17.800 specifically. Okay, fantastic. Using the camera on the phone. A picture is 1,000 00:11:14.800 --> 00:11:17.800 words. 00:11:20.240 --> 00:11:27.360 Oh god, he's taking off all the screws. I'm not sure I know how to take this 00:11:24.560 --> 00:11:31.200 off. Um, do you mean the glass eye panel? Oh, I got it. Okay. Cuz I was 00:11:29.839 --> 00:11:36.880 going to say there should be two thumb screws on the very back where you plug in the uh ports. Yeah. Once you unscrew 00:11:35.279 --> 00:11:41.200 those, it should slide back and you should be able to lift it up. Yeah, I 00:11:38.720 --> 00:11:43.839 got it out. Okay. Apologies on that. He would have had her there. Yeah. The 00:11:42.320 --> 00:11:48.240 minute you send it there, I should be able to take a look at it for you. Sorry. What was that? Again, apologies 00:11:46.560 --> 00:11:53.920 on that. What was the email I'm sending it to? It's going to be support. Yeah. 00:11:52.240 --> 00:11:58.000 Oh, okay. He's so upbeat. He's very patient. Hey again. I apologize on that. 00:11:56.160 --> 00:12:00.720 No, it's okay. Says sorry every time he asks us to wait a little bit. Yeah. What 00:11:59.279 --> 00:12:05.040 is this guy Canadian? It is possible that we may have to just receat the graphics card. Hopefully that's not the 00:12:03.440 --> 00:12:08.880 case. Hopefully it's just a power cable. Wow. He's already figured it out, man. 00:12:06.880 --> 00:12:11.920 Dude, he's so good. Dell just gave up and they're like, "Ah, your computer's 00:12:10.480 --> 00:12:15.680 and Main Gear having this troubleshooting capability at their 00:12:13.600 --> 00:12:20.079 level one tech support is going to save them so much money compared to Dell. 00:12:18.079 --> 00:12:23.920 Like, yeah, I'm sure Buddy here costs a little bit more than that overseas call 00:12:21.680 --> 00:12:28.720 center, but compared to sending a technician out to someone's house, it's 00:12:26.240 --> 00:12:33.200 a bargain. If you look underneath the MSI GeForce RTX logo that's there, do 00:12:31.839 --> 00:12:36.560 you happen to see if the fans are spinning or No. Yeah, they're spinning. 00:12:34.959 --> 00:12:40.720 So, he knows the card's getting power. Yeah, everything seems to be in place 00:12:38.240 --> 00:12:44.000 there, too. Let's see if you Let's see. And you were able to fully get into 00:12:42.399 --> 00:12:48.639 Windows essentially on the system. Let's see. Let's see. We can try one more 00:12:46.160 --> 00:12:53.760 thing. It looks like May have us receat it and he's going to win. 00:12:51.440 --> 00:12:59.200 Yeah, we may have to try receing the GPU. Well, I knew it. Before we do the 00:12:57.279 --> 00:13:04.200 receipt, uh, go ahead and shut down the system and then we'll try and just 00:13:02.639 --> 00:13:08.800 receat that power cable first. Methodical. I love it. I'm like excited. 00:13:07.200 --> 00:13:13.440 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 00:13:11.920 --> 00:13:17.680 clip that's there. We're going to fully unplug it, re unseat it essentially, and 00:13:16.320 --> 00:13:22.320 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 00:13:21.120 --> 00:13:26.399 have plugged it back in. Yeah, that's easier to check than taking the card in 00:13:24.160 --> 00:13:30.000 and out, unscrewing PCIe slot covers and stuff. And it's so much faster than 00:13:27.920 --> 00:13:34.480 asking me for my serial number and my order number and my service tag and then 00:13:32.320 --> 00:13:39.120 asking me if the power cable that I have is compatible with the GPU I have. Just 00:13:36.720 --> 00:13:43.279 get on with it. This is good. Do me one more favor. Just press lightly on the 00:13:41.440 --> 00:13:48.600 GPU. I just want to make sure it's fully seated in its slot and then go ahead and 00:13:45.120 --> 00:13:48.600 turn it back on. 00:13:48.800 --> 00:13:54.000 I wonder if you might have accidentally fixed the unseated GPU. All right, it's 00:13:52.320 --> 00:13:57.279 turned off just from her pushing on the power cable. It's entirely possible. 00:13:55.760 --> 00:14:00.639 That's all it can take sometimes. And realistically, in shipping, that's 00:13:59.040 --> 00:14:04.639 probably all it would come out, too, is just that hair. You just got to push it 00:14:02.240 --> 00:14:09.120 in. He wins. He does. And that's with the graphics card, correct? Yep. So, 00:14:06.320 --> 00:14:13.279 that's a good good sign there. I apologize for going through all that uh 00:14:11.279 --> 00:14:17.199 all the troubleshooting there, but it looks like you do have your um your 00:14:15.519 --> 00:14:20.399 graphics card working. It just looks like it was just a cable issue. And if 00:14:18.800 --> 00:14:24.160 you have any other concerns, questions, or anything, just let us know. We'd be 00:14:22.079 --> 00:14:27.920 happy to assist you further. Mangar should just start up a like side hustle 00:14:26.160 --> 00:14:32.079 secondary business as just like a phone chat line. Every time we call them, 00:14:29.920 --> 00:14:36.639 they're so friendly, helpful, personable. I was thinking they should 00:14:34.079 --> 00:14:40.160 outsource their customer support team to everyone else. Yeah, dude. I would do 00:14:38.399 --> 00:14:42.720 spots for just like phone a friend. Brought to you by Mang Gear's phone a 00:14:41.600 --> 00:14:46.079 friend service. What is your problem today? I'm just lonely. Well, here. Let 00:14:44.880 --> 00:14:49.279 me help you out with that. You see the bright green glowing thing in your 00:14:47.920 --> 00:14:52.880 computer. Let's talk about it for a little bit. I'm going help you stuff in, 00:14:51.279 --> 00:14:56.720 unplug it. You know, I think my experience was a lot better with Mang 00:14:54.560 --> 00:14:59.920 Gear than it was with Dell. He actually knew like how to talk to me. Was asking 00:14:58.079 --> 00:15:03.120 me some pretty decent questions and walked me through it. And they were able 00:15:01.199 --> 00:15:07.120 to help me fix my computer. I rate them a five. It was really I rate them a 00:15:05.040 --> 00:15:12.399 five, too. Absolutely. Thanks for calling Cyberpower PC, makers of the 00:15:09.760 --> 00:15:17.720 best gaming system. Hey, we got the best pizza. Like, how the do you know that? 00:15:14.720 --> 00:15:21.600 19 seconds wait time. Um, I'm having 00:15:17.720 --> 00:15:23.360 some video problems. My computer isn't 00:15:21.600 --> 00:15:26.720 showing me video on my monitor. Can you please let me know where you have your 00:15:24.959 --> 00:15:32.880 monitor connected to? Is it to the graphics card or to the motherboard? Um, 00:15:29.760 --> 00:15:35.440 it is connected to the graphics card. 00:15:32.880 --> 00:15:38.880 Katie only knows how to check that because of the excellent instructions 00:15:37.199 --> 00:15:43.680 that were provided by the previous tech support. You're right. He should have 00:15:40.839 --> 00:15:46.800 specified where to plug it in. You're did not help her landmark that. And it's 00:15:45.440 --> 00:15:51.759 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 00:15:50.160 --> 00:15:55.519 already know some stuff they didn't know before cuz we intentionally choose 00:15:53.680 --> 00:16:00.399 people who we know are not particularly techsavvy. Does the fan spin on the 00:15:58.480 --> 00:16:04.480 graphics card itself? Not the whole computer, just the graphics card. Oh, 00:16:03.120 --> 00:16:08.560 yeah. It's spinning. I like that they're asking that, though. Yep. These are good 00:16:06.240 --> 00:16:12.560 questions, but he has not asked her if she's comfortable with the internals of 00:16:10.320 --> 00:16:16.800 a computer, if she knows what memory is or anything like that. True. It can 00:16:14.560 --> 00:16:20.800 probably be that due to the shipping, maybe the graphics card got slightly 00:16:19.040 --> 00:16:25.759 disconnected. But he nailed the diagnosis. So, what I 00:16:23.360 --> 00:16:30.399 want you to try next is to remove the graphics card and then put it back in to 00:16:28.079 --> 00:16:35.519 see if that helps. If it doesn't help, then it can mean that it's either a 00:16:32.920 --> 00:16:38.320 defective graphics card or it was damaged during shipping. It's a little 00:16:36.959 --> 00:16:43.680 extreme. I probably would have asked a couple other questions first. But he 00:16:40.800 --> 00:16:48.240 wasted zero time [ __ ] around having us turn it on, turn it off. 100%. Ask 00:16:46.399 --> 00:16:52.480 what brand our monitor is and if it's compatible with our system. Just to 00:16:50.639 --> 00:16:57.279 confirm so I can send you the video guide. The email I see here on file. 00:16:54.720 --> 00:17:01.199 Whoa. He's got a video guide. Video guide. Everyone should have a video 00:16:59.440 --> 00:17:06.319 guide on the stock. They have the cyber power. This will take you a while. So, 00:17:04.480 --> 00:17:10.319 what I recommend you to do is you can either reply back to the email with the 00:17:08.319 --> 00:17:14.079 results if it worked or if it didn't. And it gets him off the line. Here you 00:17:12.319 --> 00:17:17.839 go. Follow this guide. [ __ ] See you later. Yeah. If you don't if you have problems, call me back. Here's my 00:17:16.319 --> 00:17:21.600 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 00:17:20.400 --> 00:17:26.640 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 00:17:25.520 --> 00:17:31.760 going to have a look at removing the graphics card now. Hey, it's a very 00:17:29.280 --> 00:17:35.840 clear video. Hey, they took my branding. What do you mean [ __ ] tech tips? I'm 00:17:33.840 --> 00:17:39.039 tech tips. Anyone can give out tech tips. You push down the clip, give it a 00:17:37.520 --> 00:17:44.400 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 00:17:42.799 --> 00:17:48.160 don't know, Katie. Why don't you watch the damn video? And there'll be a little 00:17:46.559 --> 00:17:51.120 clip on the card there just where I'm pointing there. It be nice if you showed 00:17:49.840 --> 00:17:55.919 the clip a bit better. Oh, here we go. Here we go. Here we go. Wow. Oh, there 00:17:53.600 --> 00:17:59.840 we go. Did they even give a closeup? I'm so impressed right now. directly back 00:17:57.440 --> 00:18:03.840 into the system. Just line up the slot um as you did um when it was already in 00:18:02.240 --> 00:18:07.360 the system. I could use a little bit more guidance for where the bottom of 00:18:05.440 --> 00:18:10.799 the PCI bracket kind of slips into the thing or not the thing. Yeah, can be a 00:18:09.280 --> 00:18:17.679 little tricky. Oh my god, it's really stuck in there. What the 00:18:14.240 --> 00:18:19.440 lift up? Oh. Oh, I see. Okay. I don't 00:18:17.679 --> 00:18:24.160 even know how to take this part off to take it out. It doesn't show you. 00:18:22.000 --> 00:18:26.720 Doesn't show you anything. Get a screwdriver. Yeah. I was like, you 00:18:25.520 --> 00:18:30.799 got a screwdriver. Just start unscrewing. 00:18:28.960 --> 00:18:34.720 Oh god. Okay. You got No, no, no. That's fine. She's got She had the thing open. 00:18:33.120 --> 00:18:39.320 She's got to take that off to get the PCIe slot covers. Okay. Here we go. Here 00:18:36.799 --> 00:18:45.200 we go. Here we go. Nice. Nice. Let's go, Miss Katesson. 00:18:42.720 --> 00:18:50.240 I think it's just a confidence issue cuz she can totally do it. Yay. I'm calling 00:18:48.000 --> 00:18:53.919 it now. She's going to feel accomplished when she figures it out and the system 00:18:52.160 --> 00:18:57.520 turns on. H. 00:18:55.600 --> 00:19:02.320 She's going to insert this one directly into the system. Just line up this slot. 00:18:59.520 --> 00:19:05.679 And then just put it back in. Okay. She can do it. She'll do it kicking and 00:19:04.160 --> 00:19:09.120 screaming, but she'll do it. She's going to get Let's go ahead and line up. Yeah. 00:19:07.280 --> 00:19:12.480 No, that's close. That's close. Try not to mess it up. That's close. I don't 00:19:10.799 --> 00:19:18.880 want to break anything. Like that's me telling her like if you break it, you break it. That's customer support. Yeah. 00:19:16.080 --> 00:19:22.160 Yeah. Click. That's it. That's the one. Look, she's moving faster, more 00:19:20.400 --> 00:19:26.320 confidently already. Knows how to use the screwdriver better. It's just Yeah. 00:19:24.080 --> 00:19:31.200 You know what I would have done? Said I not using the magnet. I wouldn't put it 00:19:28.880 --> 00:19:35.039 back on. She's big nerd gaming now. Hell yeah, she is. And if you're big nerd 00:19:32.880 --> 00:19:41.960 gaming, boy, do we ever have a shirt for you. ltstore.com. Big nerd gaming. 00:19:39.120 --> 00:19:47.360 I don't think it's working. No. No. It's working. It's working. My hard work. No, 00:19:44.480 --> 00:19:52.720 you just wait. I believe. I believe. I believe lights came on on the keyboard. 00:19:48.799 --> 00:19:55.760 Just wait for it. Let's go. The video 00:19:52.720 --> 00:19:57.919 that I got sent was not a very good 00:19:55.760 --> 00:20:00.799 explanation of how to take everything off and unscrew everything. So that was 00:19:59.600 --> 00:20:06.160 a little difficult and I had to learn myself. No way. I disagree. And yet 00:20:03.280 --> 00:20:10.240 worked. Is your computer working? 2 minutes. 2 minute long that video is. 00:20:07.919 --> 00:20:14.240 But other than that, I got it fixed and now it's working. I rate the support 00:20:12.160 --> 00:20:17.679 probably a three because they didn't really give me any explanation on how to 00:20:16.080 --> 00:20:21.520 do it. They just sent me a video and then that was kind of cut short. I liked 00:20:19.520 --> 00:20:26.080 the video. I liked the video. I think that it really helps visualize 00:20:24.240 --> 00:20:29.080 everything and it makes it very clear on what you should do. So, I disagree with 00:20:27.440 --> 00:20:32.559 her on that. But I also do understand how some people, especially if they 00:20:31.200 --> 00:20:38.080 haven't done anything before, they might want someone to stay on the line and talk them through it. But he asked, you 00:20:36.240 --> 00:20:43.039 know, if she's good to go and she said yes. So, and the call was short. Y 00:20:41.200 --> 00:20:47.760 computer is fixed 100%. So, she could have felt better about it. Sure. Next, 00:20:45.600 --> 00:20:52.080 we're doing HP. The biggest nerd gaming of all. Let me transfer you to an agent 00:20:50.000 --> 00:20:58.080 for further assistance. Thank you for calling HP. My name is How can I help 00:20:54.159 --> 00:20:59.159 you out? 19 seconds. Hi. Um, I have no 00:20:58.080 --> 00:21:04.880 video on my PC that I have and it's violently 00:21:03.120 --> 00:21:08.640 beeping at me. Oh, yeah. HP has postcodes. After it's unplugged and 00:21:06.880 --> 00:21:12.720 completely turned off, you need to press and hold the power button for 30 00:21:10.640 --> 00:21:17.360 seconds. We're trying to do a power drain or a hard reset here. Let me know 00:21:15.200 --> 00:21:20.720 once you start. I'll start the timer of 30 seconds. I'll let you know when to 00:21:19.039 --> 00:21:25.280 let go of the power button. I'm actually surprised Main Gear and uh Cyber Power 00:21:23.600 --> 00:21:30.640 didn't bother to just like try a full shutdown and and reset capacitors and 00:21:27.120 --> 00:21:33.039 everything. Okay, it's on. Okay. Like do 00:21:30.640 --> 00:21:38.960 you see any display? No, I don't see any display. Is there any is there any 00:21:36.080 --> 00:21:43.200 pattern of the beep there that you hear like three long, two short beeps? 00:21:41.120 --> 00:21:47.919 Anything as such that you can recognize? Yeah. Uh, I think it's three long, too 00:21:45.600 --> 00:21:53.679 short. Three long, two short. Okay, let me have 00:21:51.120 --> 00:21:57.760 it checked. And now I would request you to again turn off the computer. We'll 00:21:55.520 --> 00:22:01.600 try to get in. I'll let you know how to do that. Katie, completely turn it off. 00:22:00.080 --> 00:22:05.200 Oh, the lady also shouldn't have given her an example. She should have just 00:22:03.360 --> 00:22:08.480 asked if there's long beeps and short beeps cuz then she would have had to 00:22:07.039 --> 00:22:12.400 stop and think about it. Instead, she's like, "Oh, yeah, it probably was three and two cuz that's what you said." Those 00:22:11.200 --> 00:22:15.840 are going to be completely different errors. completely different. If I was 00:22:14.400 --> 00:22:22.640 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 00:22:19.039 --> 00:22:25.039 again. Here we go. Okay. Kindly let go 00:22:22.640 --> 00:22:31.120 the keys there. 1 2 3. Yep. And as I understand here, 00:22:28.880 --> 00:22:35.120 since this PC was purchased, this is the first time you're trying to hook it up 00:22:33.200 --> 00:22:38.679 to the cables and try turning it on. Is that correct? Yes, 00:22:41.760 --> 00:22:48.240 we can try to receive the RAM sticks uh physically on the computer there. 00:22:46.640 --> 00:22:52.799 Receipt the what now? Did I hear Did I hear graphic something? I don't know. 00:22:50.320 --> 00:22:56.880 Remove the RAM stick for a few seconds and put it 00:22:53.799 --> 00:22:58.400 back. Valid step. Yes. How much you want 00:22:56.880 --> 00:23:02.559 to bet that that's on their basic troubleshooting because of Secret 00:23:00.240 --> 00:23:07.520 Shopper season one? I bet you she looked up three long too short beep code and I 00:23:05.600 --> 00:23:14.159 bet you that beep code is RAM. Three long too short typically indicates a 00:23:09.919 --> 00:23:16.640 memory failure. Ah, what a twist. Ah, to 00:23:14.159 --> 00:23:20.320 be fair, this is Katie's fault, not our customer support rep's fault. Yes, she 00:23:18.559 --> 00:23:23.600 shouldn't have led the question, but Techport's going through the right steps 00:23:21.760 --> 00:23:27.200 for this one. It should be It should be memory. Can you see the memory sticks 00:23:25.600 --> 00:23:32.080 there, which you can pull out? Okay. Yes, I do. How many of them do you have? 00:23:29.200 --> 00:23:36.080 like two or just one. Yeah, please remove both and remember the slot where 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, 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 00:23:41.919 --> 00:23:47.520 love to have a video right now. Try taking it off. There is no tools 00:23:44.960 --> 00:23:51.200 required for this S12. And I don't think you need to press on any lever. Let me 00:23:49.520 --> 00:23:55.440 just check again with this model and I'll let you know. Just give me one 00:23:52.559 --> 00:24:01.559 quick. Uncip it. Bad instructions. Uncip it. Bad instructions. Don't just No, 00:23:57.679 --> 00:24:01.559 don't just rip the rim off. 00:24:02.000 --> 00:24:10.480 She's like, "This one's hard to pull out of here. How do I get this out?" Oh, no. 00:24:08.159 --> 00:24:16.000 So, you should We are not big in there like a lever that you can press. Now, 00:24:12.960 --> 00:24:18.559 she tells us about able to pull off the 00:24:16.000 --> 00:24:22.400 other side will be okay. Yep. It was a lot easier that time, huh? I was saying 00:24:20.159 --> 00:24:26.720 you can put back the memory sticks, plug back the power cable and plug in other 00:24:24.640 --> 00:24:30.640 required cables like for the monitor and all of that and you can try turning on 00:24:28.320 --> 00:24:34.120 the computer. Let me know if the beep comes in again. 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 00:24:42.640 --> 00:24:47.760 indicating it is turning on? Yep. I don't know why the postcodes aren't 00:24:46.240 --> 00:24:52.000 coming on though. Maybe she ruined it more. Maybe. Nope. Visual is not 00:24:49.919 --> 00:24:56.400 working. But the lights are still on there. Stable on the top. It's not 00:24:54.159 --> 00:25:01.200 beeping. Can you try placing the RAM sticks in slot one and three instead of 00:24:58.559 --> 00:25:05.120 two and four? Yep. Well, that's what the She She's stuck on the RAM because 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 00:25:07.120 --> 00:25:14.880 not her fault, honestly. Completely on us. Sorry, HP. There's not much we can 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 00:25:16.480 --> 00:25:22.960 clips right away instead of letting us rip a stick out first. That would have 00:25:21.520 --> 00:25:26.320 probably no damage done, but that would have been nice. I'm having trouble 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 00:25:28.880 --> 00:25:36.159 and then uh press it gently down until you hear a click sound. These are all 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. 00:25:39.039 --> 00:25:46.960 Okay, try turning on the computer if it's Okay, it's on. 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, 00:25:48.799 --> 00:25:54.240 two, three, one, two. Now we have the memory code. She either didn't see them 00:25:52.960 --> 00:25:57.919 properly or they're just in the wrong slots. So now there is a memory code. 00:25:56.080 --> 00:26:02.480 So, okay, what are we rating Katie out of five for this one? She gets a two. 00:26:00.559 --> 00:26:07.200 She should listen to the beeps better. She grew up in an age after beep codes. 00:26:04.640 --> 00:26:12.080 That is honestly a really fair point. I know to listen to a beep code very 00:26:09.840 --> 00:26:16.480 carefully. Yeah, she doesn't. Could you please turn off your computer again? 00:26:14.080 --> 00:26:20.640 Place the computer flat on the surface and just remove one of the RAM sticks 00:26:18.880 --> 00:26:26.240 and try turning on the computer with just one card. That is a great step. 00:26:23.200 --> 00:26:28.760 Yes, if it's the RAM. Yes, great 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. 00:26:32.880 --> 00:26:39.840 So, you can just keep one of the RAM sticks in the slot two and remove the 00:26:37.039 --> 00:26:44.240 one the other one. Okay. She's getting better at plugging 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, 00:26:45.919 --> 00:26:52.880 no. But I believe that this is going to the 00:26:49.559 --> 00:26:54.880 system's still Did she break it? Did she 00:26:52.880 --> 00:26:58.320 [ __ ] break it? I don't think so. Uh the second one. And it's not lighting 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 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 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 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 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 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 00:27:16.960 --> 00:27:23.039 computer repaired under warranty where we pick it up and return it back to your 00:27:21.279 --> 00:27:27.760 shipping address after the repair is completed. Let me know what's your 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 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 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 00:27:38.159 --> 00:27:43.279 put the RAM back in the right spots before we test everything. I just mean 00:27:41.840 --> 00:27:48.159 they're solving it though. Oh yeah, 100%. They're standing behind the 00:27:45.200 --> 00:27:51.520 product. Y in spite of our shenanigans. Is there anything else that I may help 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 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 00:27:57.919 --> 00:28:03.240 really give me the right directions on what to do. 00:28:03.600 --> 00:28:08.559 You didn't give her the right directions. And the problem just kind of 00:28:06.720 --> 00:28:13.600 got worse over time. That's because he took the RAM out. 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 00:28:15.039 --> 00:28:22.880 fault. If we give them literally the wrong information, you know, very early 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 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 00:28:29.200 --> 00:28:34.960 them good information, but it was like 30 seconds too late. Yeah, you're right. 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 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 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, 00:28:45.200 --> 00:28:52.720 call I power support. Hi, I'm having issu issues with my visual display. Like 00:28:50.559 --> 00:28:56.720 my computer isn't showing up on my monitor. Do you have your monitor 00:28:54.399 --> 00:29:00.399 plugged into the graphics card and not the motherboard? Good question. Uh 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 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 00:29:05.520 --> 00:29:12.080 trying to help her out. Anyway, I like it. Technical support. How may I help 00:29:09.120 --> 00:29:17.360 you today? Hi. I'm having troubles with um like playing video. The other agent 00:29:14.720 --> 00:29:21.440 describe it says, "Come on, Katie. Hold on." That's a very different thing. It 00:29:19.440 --> 00:29:26.720 kind of is, but just wait. Your monitor does not have display. He had the 00:29:24.200 --> 00:29:30.240 information from the previous call. He nailed it. Every time the system may be 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 00:29:34.240 --> 00:29:39.760 RAM. Sometimes in shipping if it's a little rough, they come loose a little 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 00:29:42.240 --> 00:29:49.039 business. It's a fair assumption. And this is exactly why we altered the issue 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. 00:29:52.320 --> 00:29:58.960 Everyone except Dell. [ __ ] Dell. They gave up so fast. I'm just going to show 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 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 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 00:30:08.320 --> 00:30:13.919 year? I could give you the title of the video essentially. Oh, sure. Oh yeah, 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 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 00:30:20.559 --> 00:30:27.279 remove and place back the RAM sticks. R 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. 00:30:29.039 --> 00:30:36.159 Beautiful. There should be a user called Mac. Wow. Interesting. Yep. So, they 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? 00:30:38.240 --> 00:30:45.919 Get Mr. Macy a little bit of AdSense money. Just push the lock outward and 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 00:30:48.159 --> 00:30:55.760 an old video, but it works. Yeah. To place it back, simply open the RAM slots 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 00:30:57.760 --> 00:31:04.080 a lot better than what happened last time where Katie was just left to her 00:31:01.200 --> 00:31:08.960 own devices to pull memory out. And it's super a click from the locking mechanism 00:31:06.720 --> 00:31:14.000 of the right slot. That's right. Two clicks. Hell yeah. 00:31:12.000 --> 00:31:17.360 Okay. Any questions? No. No questions. Oh. Oh, now you like the video. Did you 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 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 00:31:22.799 --> 00:31:27.440 valid. Yeah, she's getting better at taking side 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 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 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 00:31:38.960 --> 00:31:45.360 back in top and bottom. Push downwards into the board. 00:31:43.679 --> 00:31:49.519 Okay. Okay. Just let me know once everything's plugged in. Any changes so 00:31:48.399 --> 00:31:54.080 far? Um, 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 00:31:55.519 --> 00:32:00.960 happen to have some kind of a mobile phone where we could use the back camera 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. 00:32:02.480 --> 00:32:07.279 Interesting. I like that. All right. We see a white light right there right next 00:32:05.679 --> 00:32:11.440 to the two sticks of RAM that were mentioning earlier. And now that usually 00:32:09.679 --> 00:32:15.279 means it's trying to detect the graphics card connection. Technically, right now, 00:32:13.440 --> 00:32:19.120 we're hoping nailed it. Everything should be fine. And maybe the graphics 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. 00:32:21.519 --> 00:32:28.720 I completely understand why he assumed it was RAM. It usually is. Do you see 00:32:26.000 --> 00:32:32.960 any gold connectors? Great or gold pins exposed in that general area below that. 00:32:31.440 --> 00:32:37.279 Oh, and the way he helps her landmark when she's looking at it. Oh, that 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 00:32:38.799 --> 00:32:45.039 little bit of reflection, but I do see definitely there is something loose 00:32:43.679 --> 00:32:49.760 there. That's why you're not getting display. So, um, go ahead and turn off 00:32:47.200 --> 00:32:53.200 the computer real quick. And we're going to need screwdrivers. This is not going 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 00:32:56.159 --> 00:33:03.360 reassures her it's nothing major. Push. Not a gentle push, but a pretty firm 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 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 00:33:10.080 --> 00:33:15.679 to have a screwdriver? Yep. Okay, just go ahead and grab one and then you could 00:33:13.840 --> 00:33:19.799 just drop me off there and then let me know once you're back. Okay. 00:33:20.399 --> 00:33:27.200 Okay, I have one. Okay, so we're going to locate the 00:33:25.039 --> 00:33:33.200 screws first. So, um, let me know once you have the phone up. Should I unplug 00:33:30.080 --> 00:33:35.120 everything? Maybe. Um, yes. She's 00:33:33.200 --> 00:33:38.080 getting too smart. See, this is the problem. This is the fifth out of six 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. 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 00:33:44.480 --> 00:33:49.760 that. There are the two screws right there. Again, you're not removing them. 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 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 00:33:55.519 --> 00:34:01.279 and then push it into the board. And then um you could examine to see if 00:33:58.960 --> 00:34:05.640 there's any still gold pins exposed. If it's good, then you screw it down 00:34:02.640 --> 00:34:05.640 tighter. 00:34:07.360 --> 00:34:14.320 Okay, there she goes. Wow. She seated it. Okay. And then screw it down. And 00:34:12.960 --> 00:34:18.240 then we're going to basically have it plugged in all the way and everything. 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 00:34:19.440 --> 00:34:25.520 some big nerd gaming. 00:34:22.720 --> 00:34:29.919 Okay. Still trying to detect the GPU. Okay. It passed the test. So now it's 00:34:27.599 --> 00:34:33.440 actually either going to restart or it's actually going to give you a display 00:34:31.119 --> 00:34:37.919 soon. So we'll see. He's confident. He knows. He solved it. You cracked the 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 00:34:40.800 --> 00:34:47.599 hope you enjoy. Take care. Thank you. That went way better than 00:34:44.599 --> 00:34:49.679 freaking HP. I buy power was super 00:34:47.599 --> 00:34:53.599 helpful this time. They got me on a video call and they explained everything 00:34:51.440 --> 00:34:56.960 super thoroughly. Nailed it. Four and a half. Taking off half a point for them 00:34:55.200 --> 00:35:00.560 not telling her to unplug the computer. Fine. Next up is Star Forge. They don't 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 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 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 00:35:11.680 --> 00:35:19.359 with us after the fact after we emailed them and everything. Hey there, my 00:35:16.320 --> 00:35:21.040 computer doesn't [ __ ] work. Yeah. So, 00:35:19.359 --> 00:35:25.040 thanks for contacting us. We'll get back to you as soon as possible. In 5 00:35:23.520 --> 00:35:28.400 minutes, they already got back to us and they said, "Greetings, Katie. Thank you 00:35:26.720 --> 00:35:31.200 for reaching out. We'd be happy to help investigate this issue with you. Where's 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 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 00:35:37.359 --> 00:35:45.359 number so we can validate your hardware. It should be now we wait like get have 00:35:42.240 --> 00:35:47.040 live chat then like this is responded 00:35:45.359 --> 00:35:50.640 and they asked me if my monitor was plugged into my GPU and not my mother. 00:35:48.960 --> 00:35:53.440 We're doing this whole thing via email. The monitors connect to your graphics 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 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 00:36:01.440 --> 00:36:07.359 wasn't that bad. These were all responses like a few minutes later. 00:36:04.640 --> 00:36:10.480 Sure, but like 14 minutes later, they got back to us and they wanted us to 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 00:36:12.000 --> 00:36:19.119 like, I go do my laundry. I get halfway through folding three shirts. Now I got 00:36:16.400 --> 00:36:24.640 to go look at my computer, get tons of pictures. I have already waited longer 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 00:36:26.160 --> 00:36:32.079 for us to call support. I get not ordering, you know, not a sales line. 00:36:30.240 --> 00:36:37.200 Fine. A lot of people don't buy them like that anymore, but support, please, 00:36:35.359 --> 00:36:40.960 please make a support line, please. They responded back and told me to receipt my 00:36:38.880 --> 00:36:45.920 graphics card along with a very descriptive directions and descriptive 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 00:36:48.320 --> 00:36:54.960 very, very good instructions for how to receat a GPU. You know what to do. I 00:36:53.599 --> 00:36:59.839 don't even know. I don't even need that anymore. 00:36:57.599 --> 00:37:03.359 What did he say? I'm undoing my graphics card. Those were good instructions. They 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 00:37:07.440 --> 00:37:14.400 tell this is a template that they have. It's a great template. Yeah. Picture 00:37:11.520 --> 00:37:17.760 with visual indicators with text to describe what is going on. Like that's 00:37:16.240 --> 00:37:22.560 You can't ask for more than that except for maybe one or video. Okay, sure. 00:37:20.640 --> 00:37:28.560 Video would be good. Tech tips. Oh my god, this clip is really hard in there. 00:37:26.400 --> 00:37:32.960 Wow, these are really loose. is a pro now. Yeah, she's way more confident. You 00:37:30.240 --> 00:37:38.000 know, six calls in. Oh, there goes one of the screws. Where'd it go? 00:37:36.240 --> 00:37:42.680 I know. I heard something like, "Well, if only there was some way to retrieve 00:37:39.440 --> 00:37:42.680 the screw." 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 00:37:46.640 --> 00:37:52.320 first computer we did instead of the sixth. Look at how upset she was when 00:37:50.880 --> 00:37:57.520 someone gave her a video and walked away. Even at system number three, if 00:37:55.040 --> 00:38:01.119 someone had given her a text guide and walked away halfway through this, she'd 00:37:59.599 --> 00:38:05.599 have been pissed. Yeah, I agree with you. 00:38:03.280 --> 00:38:09.200 And I called this the sense of like accomplishment and confidence from doing 00:38:07.680 --> 00:38:15.920 this. You can see it. Oh, yeah. You could see it in her demeanor. 00:38:11.440 --> 00:38:18.079 Yeah. See? See? Yeah. Good job. Now, 00:38:15.920 --> 00:38:24.400 what are you saying? I've learned enough. Thanks so much. It worked. 00:38:22.400 --> 00:38:27.680 Star Forge did a great job with their instructions. There was no phone call, 00:38:26.000 --> 00:38:31.760 but they responded quickly to emails and they sent me a detailed list of what to 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 00:38:34.560 --> 00:38:40.640 were pretty quickly responded to. They had great instructions. It would be a 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 00:38:43.280 --> 00:38:48.720 for a message back when we're like finally troubleshooting something. No, 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 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 00:38:53.760 --> 00:39:01.119 spent like over $1,000. You spent significant money. Yeah. No. No. I think 00:38:59.119 --> 00:39:05.119 this whole experience was so much fun. I actually learned how to fix part of a 00:39:03.440 --> 00:39:09.359 computer, which I didn't know how to do before. In the beginning, I was just 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 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 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 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 00:39:21.280 --> 00:39:28.000 easy it is to buy coded private information online. You would think that 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 00:39:30.800 --> 00:39:37.119 no. So, I hired these people to call him for an hour straight. 00:39:37.119 --> 00:39:43.400 Think it's I'm being hyper spammed. Hello. 00:39:43.760 --> 00:39:51.200 Leave me alone, spammer. 00:39:47.440 --> 00:39:53.040 Swear to God if this is dead. 00:39:51.200 --> 00:39:55.680 Colton, what you still haven't said about deleting? I'm going to deal with 00:39:54.240 --> 00:40:01.200 it myself. It's fine. So, he started contacting data brokers, but he was 00:39:57.839 --> 00:40:03.280 ignored. Really? And that was just one 00:40:01.200 --> 00:40:07.440 of hundreds of data brokers he had to deal with. But with Delete Me, you just 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 00:40:09.839 --> 00:40:16.480 and then the removal process starts. Use code LT for 20% off at Delete Me. We 00:40:14.560 --> 00:40:20.400 have the link in the description. You really need to sign up this time. Okay. 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 00:40:23.200 --> 00:40:28.960 don't worry, we've seen all your comments about, oh, you're testing too 00:40:26.800 --> 00:40:33.599 many variations, whatever. We're not giving anyone a leg up in any way. All 00:40:31.280 --> 00:40:38.480 of our final rankings will be the computers as we got them. And then the 00:40:36.320 --> 00:40:42.560 extra configuration testing is just to like, okay, for your information, you 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, 00:40:46.160 --> 00:40:50.880 dollar per FPS as is. We got you. And if 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 00:40:54.400 --> 00:40:58.160 that. There's four seasons