WEBVTT

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yeah i understand

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well the orders are in we're back at hq and it's time for us to review the most

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challenging portion of fifteen hundred dollar sipc secret

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shopper project secret agent magnum

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ti thank you forgot your name again

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this is how all of our competitors responded

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to a fairly rudimentary technical

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support request hi there um i just was setting up the

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computer i bought for my brother and i noticed that in the system it says

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there's only eight gigabytes of memory but in the order it's supposed to be 16.

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ifixit's protect toolkit gives you the tools you need to tackle any electronics

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repair challenge visit ifixit.com forward slash Linus at the link below to

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get yours today

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so

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so first it's our favorite alienware

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thank you for calling alienware the quickest way to get you to the right

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support agent is to get your products express service code this is different

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from your service tag or asset id

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i don't know what my service card would be system is listed under premium support

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warranty this is easy basically so i'm gonna need

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to transfer you to bring your support is this five

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minutes already of just pier about

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are we just sitting here in silence again

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hello hello is it me you're looking forward no you

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know you're not doing on hold right when you have to come back and say hello

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thank you very much for waiting are we 15 minutes into this call and they

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haven't even gotten as far as who are you

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and what do you have are we being asked for the order number

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again okay ma'am just stay connected i'll transfer your call to the technical

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department we're not at the technical department

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yet

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thank you for calling dell basic hardware warranty support where you have

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your system service tag or the expert service code do you just ask for all our

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information again oh my god we're explaining the problem again

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oh i'm extremely sorry to hear that

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man this should have not happened well you should not have happened yes okay

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thank you astounding observation skills

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i can just go ahead and connect your calls

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with the union weight apartment okay now are we getting transferred again

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we have had nearly half a dozen people that we've talked to at alienware in

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pre-sales and after sales support

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just put us on hold for a minute at a time

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why what we need to do is open a computer and just double check

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that you have two because it could be that one rom is not uh

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connect it's not um like it needs to be

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like reset or reconnected can you open

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uh this uh the aurora hard drive to check if you have the tuba

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um i could are you able to guide me through

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it i don't actually know that much about computers

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yes of course see she's a remote then and then she goes to youtube

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and shows us the video about how to access the memory

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okay all right well i'm okay with that on this video we'll teach you how to

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replace your RAM modules on the aurora r5

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nothing beats off peeling plastic covers off your new aurora again to alienware's

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credit this system is pretty straightforward to get at sorry is this

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the right video or are you looking for a different one yeah this is the right

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video so it says r5 but uh basically

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it's the same structure so basically you have to open

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that panel do i need to unplug it first

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no basically you don't need to uh okay so yeah you need to unplug the computer

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and turn it off but

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basically we're not gonna touch any

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we're just gonna check if you have the true world when you turn it no it's

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actually yeah

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there you go janice's first first RAM swap everyone

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ladies and gentlemen so in summary do i understand this

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correctly it took just shy of a full hour

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with five separate departmental transfers to

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diagnose a RAM stick that came loose during shipping

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hopefully the next one can do better here we go

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all right origen show me your leadership now before i proceed i do

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need to verify the information that i have on the account uh could you provide me with the address that we have on file

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okay so it took four minutes to get to the point where we verified the order

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and everything that's not terrible okay well yeah i definitely

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definitely see that the invoice uh says two eight Gigabyte sticks of origin pc

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ddr4 3000 megahertz RAM um

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it's possible that maybe one of the sticks uh got loose during transit

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possible uh given the vibrations that the machine undergoes during transit

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uh you know very possible that one of the modules came

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slightly loose enough uh you know to not be recognized

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this would require you having to essentially open up your machine uh so

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that you can double check on this um are you familiar with pc hardware to

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any extent like uh would you be able to identify memory modules on a motherboard

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um probably not would you be able to

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help me out with that final problem absolutely you got the email with the

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link to the to the dropbox video that's kind of weird why wouldn't they just host it on youtube

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i gotta say alienware's production values were a little nicer that's

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probably not the way that i would show most users how to do that ideally

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putting using both your thumbs to put equal force on each end of the stick and

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you'll feel a very noticeable click his video three out of ten his instructions

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solid 9 out of 10. i gotta say janice for someone who

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doesn't seem to have been doing this before you you you've done this a lot

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faster than some of the most of the customers i i'm on the phone with so

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smooth operator ah interesting so we've actually thrown

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an extra curve ball at origin pc here plugging the HDMI connector into the

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motherboard rather than our dedicated graphics card oh that big card it has a

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ribbon cable that goes from the card itself to the motherboard

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and um if that came blue slightly then you're probably not going to get a

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picture okay this is a good explanation but he's got the wrong diagnosis let's

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see how long it takes him and to clarify when you initially got picture um

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do you know whether or not you were coming out of the graphics card or the

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uh or the onboard video on the motherboard

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he's done this before 19 minutes including a detailed

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explanation and walk through of the pebcak with plugging the monitor

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into the onboard i o versus the GPU directly

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competence great job thank you for calling maingear

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manufacturer of award-winning pcs and workstations now this is the real test

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if they can manage to turn an order number into like

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um that's not the order number i'm not sure what that is oh

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really the order number would be

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five or six digits and start with an eight or nine okay at least that's clear

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instructions all right let me uh let me remotely connect to your pc and have a

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look at a couple things all right pops up device manager i don't know what

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he's expecting to find in device manager he's probably just kind of like oh i haven't done this in a little bit hold

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on there it is slots used one of two yep

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nope there's definitely only one stick in there that's crazy um okay let's make

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sure that one stick didn't get loose immediately nails the diagnosis um if

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you look inside your machine do you know where the RAM slots are

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so 10 minutes to diagnosis you should see

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a uh here let me go look through one as well so i can be more specific wow okay

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nice there should be four or it could be four or eight but usually it's four

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vertical slots oops it's two and it said that in task manager i guess they don't

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sell a lot of low-end stuff i would usually assume a main gear system

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probably has four or eight let's figure this out so if you could

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just shut down the computer shut down the computer

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i'm gonna have you open up the machine and we're gonna make sure those sticks

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are in there properly does he mention to unplug it though okay so with the

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computer shut down i want you to unplug all the connections from the back of it

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all right rock on main gear guy looks like that's all it was just a loose uh

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RAM stick but you're uh you're all set if you um run into any other issues feel

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free to give me a call back sure thank you so much that's it

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so excluding some six minutes random

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nonsense with our monitor not properly waking from an HDMI signal etc

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about 15 minutes

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start to finish

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dang one quarter of the time and so much less

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frustration like it was just friendly the voice on the other end of the line

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is crystal clear i mean you can't take that kind of thing for granted honestly like you could

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understand the guy

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for tech support straight to tech support like why

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doesn't dell have that feature doesn't seem that complicated if you feel

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comfortable looking inside of the pc remove the left side panel of the

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computer pull out the sticks of RAM and simply re-seat them to see if in case

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one of them is not treated properly got the diagnosis is that

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uh where would i find that in the computer

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on the motherboard excuse me did i even just hear you

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correctly uh the motherboard if you don't know what a

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RAM is i would advise you either seek

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help from somebody a family member who perhaps has a little bit more experience

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or have someone help you remove that stick around and receive them not

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everybody has a family member that can help them that's why they bought a pre-built smart guy um okay

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i don't really know who to ask so you you're not able to

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like tell me what i'm looking for

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i told you the sticks of RAM are on the rambar on the motherboard itself

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so is it those two vertical

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pieces on the upper right hand corner yes

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so your troubleshooting stuff would be to pull them out and put them back in but again

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be careful with that because if you don't know what you're doing and you break something you're going to avoid

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all your warranty on the system

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thanks buddy so i just should find someone else to

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help me if you have a family member or a friend

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who's tech diver yet

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is i bypower employing her friend or family member

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to provide their tech support

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so he's just waiting for her to hang up like

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hi yeah not not a problem to not be very helpful do anything

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unreal in dell's defense they got the problem

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solved an hour's investment in getting your new computer set up or whatever

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is not the end of the world given you're gonna run it for eight or nine years

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but to just treat the customer like an idiot

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and outright refuse to help them okay uh

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you're not able to help me through that not my ability to

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mimic your ability to look inside a computer if you're not familiar with the

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part it's going to be very difficult to do anything inside of the pc this

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requires more technical skill it's not my ability it's your ability

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completely unacceptable i'm ready it can't be worse than alienware

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oh so they don't even have an easy way to get in touch with them i actually

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don't even mind this form on one condition it gets best done

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when someone picks up the phone

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they have read and understood it hold on i'm

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transferring you to someone who can help you now who do i have the pleasure of

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speaking with today hi my name is janice

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and the last name toll camp so he doesn't have the form

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what is the purpose of the

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holy form he's asking for her phone number

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all right so what we're gonna do is we're gonna get a hold of the sales

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department

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why to get solutions for your hp product

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please hang up and go to www.support.hp.com

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where you can troubleshoot or get software and drivers when your phone

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support that you can only call by finding the number by navigating the

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website tells you to go to the website you done goofed

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sorry i still didn't get that just tell me what kind of product you're calling

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about desktop pc

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okay we make many types of desktop pcs you might say something like pavilion

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spectre presario omni touch smart or

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envy go ahead and tell me what kind you have

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omen have your product model and serial

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number ready for your agent hold on i'm transferring you now

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okay janice so yeah it looks like they did ship you out like the configuration

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they ship you out does actually have just eight i don't see a showing 16 like

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the one that you ordered we personally removed half the memory so

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unfortunately uh while i do tech support i'm unable to

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access like any of the sales software to look it up but i can't provide you the

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number if you'd like

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so here's the issue right now every company we talked to where the rep

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had

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an ounce of experience with pc hardware

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immediately identified the problem i'm not imagining

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that this is common okay um i know that

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we're trying to get you over to like the canada sales department did they send

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you back over to us yes

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okay uh what did they end up saying um exactly uh well they did confirm that

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like the order was for 16 gigabytes

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um and then i got transferred a bunch of times and i ended up here somehow

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interesting um let me

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let me see here

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you should have 16 gigabytes

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right yeah that's what i thought as well

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probably there's a um there's a setting that you need to

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check or verify that ma'am if it's security i can connect you to our

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technical support what setting makes RAM appear oh the shortcuts are downloading

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my app is he actually going to start trying to troubleshoot for us now

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is this is this the magic moment 20 minutes in or whatever let me put you on

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a brief hold while i do a little bit more research here it shouldn't be any more than about

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probably five to seven minutes or so i'll be right back with you okay janice

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thank you for that

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okay how long were we on hold 14 minutes

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14 twice as long the amount of time we spent on

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hold without nothing happening is the amount of time it took like main giant

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origin to resolve the whole problem and the amount of time that dell spent

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incomplete and utter silence

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i don't know why they ended up actually transferring you back over to us that

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should have been handled on their side of things in order to get that fixed because you just got the

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computer it's well before the 30 day mark and

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everything like that they should have been able to get that going to rectify

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the issue for you you had mentioned like looking in the case and checking or like

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seeing if i had the two sticks which i haven't done i don't know much about

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computers so i didn't dare do that um

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should i should i do that first again janice helping out tech support

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here what can happen while computers are

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being shipped and everything they do gets moved around and everything so it

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could end up being that it just needs to be unplugged and plugged right back in

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on both of them because we don't know which one could be unseated and then it

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might actually fix your issue right there as being able to detect that it

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has 16 gigabytes after that okay

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he knows see here's my issue with this guy

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because he has mostly come across as though he pretty much knows what he's

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talking about the issue though is seems to be a policy

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one if i had to guess within 30 days it's sales problem after 30 days tech

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support's problem he just was trying really hard

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not to have to do troubleshooting

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instead opting to send free product or push us back to sales

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like it's not like they weren't willing to solve the problem they just didn't

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want to diagnose it isn't that weird

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like eight gigs of RAM that's not insignificant that's like 80 bucks they

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were just gonna send it hp managed to be

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worse 72 minutes to get a stick of RAM unseated and

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reseeded and hp had the advantage of janice already actually knowing how to

00:19:22.240 --> 00:19:30.000
pull out and replace memory by this point are you ready to declare a tie

00:19:26.960 --> 00:19:30.000
origin in main gear

00:19:30.240 --> 00:19:37.840
with shockingly dell with that performance taking the bronze medal here

00:19:35.760 --> 00:19:41.520
followed by hp who ultimately did at least solve the problem with i buy power

00:19:40.320 --> 00:19:47.200
in dead friggin last they're not even the best they're like

00:19:45.520 --> 00:19:52.480
well they just didn't finish the mass drop control keyboard is constructed

00:19:49.440 --> 00:19:54.640
with a solid cnc aluminum frame with a

00:19:52.480 --> 00:20:00.320
built-in switch plate that makes it very stable and extremely durable it's fully

00:19:57.840 --> 00:20:04.080
programmable with RGB lighting and qmk firmware which makes it much easier to

00:20:02.160 --> 00:20:09.200
program and gives you more control and at checkout you can choose between

00:20:05.760 --> 00:20:10.799
cherry mx kaiwa and halo switches which

00:20:09.200 --> 00:20:16.080
will affect the price depending on your choice but gives you an incredible amount of flexibility in terms of the

00:20:14.000 --> 00:20:19.679
feel so pick it up today on mass drop for a limited time through the link in

00:20:18.000 --> 00:20:24.320
the video description stay tuned for the next part where ivan

00:20:21.919 --> 00:20:27.520
will be performing autopsies on all the systems looking in depth at how the

00:20:26.000 --> 00:20:32.240
preloaded software came and all that kind of good stuff in the meantime though if you guys dislike this video

00:20:30.559 --> 00:20:34.799
you can hit that button but if you liked it hit like get subscribed or maybe

00:20:33.679 --> 00:20:40.400
consider checking out where to buy the stuff we featured at the link in the video description but not yet let us

00:20:38.559 --> 00:20:44.400
finish with the auto season performance okay also down there is our merch store

00:20:42.240 --> 00:20:48.320
which has cool shirts like uh not like this outward or this outer cool shirt

00:20:46.559 --> 00:20:52.559
like this inner cool shirt and our community forum which you should totally

00:20:50.000 --> 00:20:52.559
join