Tech Support NIGHTMARE - $1500 PC Secret Shopper 2 Part 3 | Summary and Q&A

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November 14, 2020
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Linus Tech Tips
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Tech Support NIGHTMARE - $1500 PC Secret Shopper 2 Part 3

TL;DR

In this video, the hosts test the tech support capabilities of various PC brands by calling their customer support with common PC issues, and grade their performance accordingly.

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Key Insights

  • ๐Ÿ” The Secret Shopper mission challenged PC system integrators to solve a routine problem, testing their tech support.
  • ๐Ÿ–ฅ๏ธ Dell's tech support struggled, miscommunicating and offering irrelevant solutions.
  • ๐Ÿ’ป HP's tech support was helpful, accurately diagnosing the issue and providing clear instructions.
  • ๐Ÿ’ป CyberPower's tech support gave thorough instructions, although they were less inclined to stay on the phone.
  • ๐Ÿงช Origin PC's tech support was knowledgeable, patient, and provided detailed instructions.
  • โš™๏ธ Main Gear's tech support was exceptional, offering clear instructions with great attention to detail and support beyond the initial issue.
  • ๐Ÿ† Main Gear receives an A++ for their outstanding tech support.
  • ๐Ÿ’ก Key Insight: The quality of tech support can vary significantly across different PC system integrators.

Transcript

(upbeat music) (gun fires) (upbeat music) - During our first Secret Shopper mission, we challenged each of the PC system integrators to solve a simple routine problem. A single stick of RAM that had come loose during shipping causing well, half of the system memory to appear. This time, we are upping the anti loosening every single stick of RAM cau... Read More

Questions & Answers

Q: How did Dell's tech support fail to diagnose and fix the PC issue in the video?

Dell's tech support wasted a considerable amount of time and failed to fix the PC problem, despite having a front-facing diagnostic LED code that could have helped identify the issue. The tech support agent did not effectively guide the host through the troubleshooting steps and overlooked crucial information.

Q: How did HP's tech support perform in diagnosing the PC issue in the video?

HP's tech support was helpful and knowledgeable. They correctly diagnosed the RAM issue and guided the host through the troubleshooting steps effectively. The agent explained the rationale behind the steps and ensured the host was comfortable performing them.

Q: How did CyberPower PC's tech support handle the PC issue in the video?

CyberPower PC's tech support was helpful and thorough. The agent correctly identified the loose RAM as the problem and guided the host through the reseating process. They provided clear instructions and ensured the host checked all the necessary connections.

Q: What made Origin PC's tech support stand out in the video?

Origin PC's tech support provided excellent guidance and clear instructions to diagnose and fix the RAM issue. They ensured the host understood the steps and even suggested laying the computer down for easier installation. Their attention to detail and thoroughness set them apart from the other tech support experiences in the video.

Summary & Key Takeaways

  • The hosts call customer support for different PC brands to diagnose common PC problems.

  • Dell's tech support struggled to diagnose the issue, wasting precious time and ultimately failing to fix the problem.

  • HP's tech support was more knowledgeable, diagnosing the RAM issue correctly and guiding the host through the troubleshooting steps effectively.

  • CyberPower PC's tech support was helpful and thorough, correctly identifying the loose RAM as the problem and guiding the host through the reseating process.

  • Origin PC's tech support was excellent, providing clear instructions and thorough guidance to diagnose and fix the RAM issue.

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