Tech Support NIGHTMARE - $1500 PC Secret Shopper 2 Part 3
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- Опубліковано 13 лис 2020
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It's finally time again for PC Secret Shopper - where we document the entire experience of ordering a gaming system from your favourite PC system integrators. In this part, we trial their tech support with a routine memory issue.
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We didn't notice at the time, but Dell shouldn't have asked us to send the system to the depot. They sold us an on-site warranty we didn't ask for :p
Wait, so they actually did sell you the warranty despite Sarah saying she didn’t want it? Oh man
You gotta love Dell.
yikes
lol
Oh nice
This makes me very proud of my staff! This video highlights the culture that we’ve built within MAINGEAR. It’s of the reasons we only hire true enthusiasts. Thank you again for the opportunity LTT! Now let me go take care of of my guy before you hire him. - MAINGEAR CEO
I love that u interact with a review like this. Your tech support is clearly amazing and it's why I'm planning to get a vybe soon. Im just waiting for the new radeon to drop. (Also fingers crossed for cyber Monday deals)
OMG you're the actual Maingear CEO lmao. You should be super proud of your employee!!
Gib free PC! Just kidding. I would rather buy one to help support a company with tech support this great. Keep it up!
I mean, the extra money they paid over the value of raw components has to go somewhere. It'd better go to employees' salary.
Very impressive staff you have, keep up the good work!
Customer: My pc isnt booting up
Dell customer support: Are there any missing keys on the keyboard?
😂😂😂😂😂
I know right? like WTF? the damn thing doesn't turn on or how a not so knowledgeable person would put it "i can't see anything on my screen" which means there's no post why ask about the fucking keyboard? =)))))
The next question would be: Is your monitor plugged into your computer because you may have plugged the monitor into something else.
@@shinaykahnshin3766 "you may have plugged the monitor into the microwave oven so just to be sure check that shit out will ya?" that's more like a next question to me =)))))
The F for Dell engineer is missing
36:59: You guys are impressed that he walks her through the BIOS setup? I'm like super impressed he remembered _that the keyboard was still disconnected_ as a result of asking her to unplug it a couple of steps ago! That's something I could see myself totally forget to account for.
i agree
Not just a couple of steps ago, it was like at the very beginning and to be able to remember that step at the very end... We all have a thing or many to learn from him.
@@jinakshaynot really. Basic stuff there
That Maingear guy deserves a raise. You know you’ve won customer service when you realize the customer is a newbie and needs some help navigating BIOS and suchlike.
Extra points when the person doesn't make the customer feel like they're stupid for not knowing this stuff
Deserves one yes, but I highly doubt he'll get a good raise. Its situations like these where I wonder why tech support workers aren't tipped.
Especially them remembering they unplugged the keyboard earlier and telling them to plug it back in! That's something even I would've messed up.
Dell "Did you turn your warranty off then back on again"
Why are there no comments? This is an actually good comment
Edit: every 5 sec there are 3 likes more wth is going on
Haha 🤣
How about financing? Have you thought about financing? I think financing would be good for you.
i don't wanna be an ass but i was waiting for "thank you come again" at the end of the call
Did you hang up on them then call them back?
Props to Sarah for this. Spending hours on the phone with tech support, doing repairs on computers when not familiar with them, and appearing on camera knowing that everyone watching knows what they are doing. Incredible pressure and she did great
Yeah she is the perfect candidate for this tech support test so really while this would be hard to watch for some it is a perfect test.
Also, she spoke to Dell tech support without swearing or weeping
Anyone in IT just calls people like Sarah "users" or "family" .. This wasn't a performance by Sarah, she didn't know and that's legit how most of the planet is 😊
No choice but to stan.
I would have gone mad after half an hour, props to her
30:07 Despite how completely irrelevant and unhelpful this little side conversation is, I actually really like that he did this cause it keeps you engaged, keeps the call feeling interesting, and really shows you're talking to a human and not just some diagnostics robot. What seems like idle small talk actually goes a long way in improving the call's quality and makes you want to review them higher.
You will never be a woman
@@NitroDubzzz and you will never have a good life as you will spend your life with bad influences who will never validate you so you work your butt off for them before doing drugs and eventually giving up and becoming homeless due to your idiocy and inability to accept people for who they are.
@@NitroDubzzz you will never be a human :)
@@NitroDubzzz guy found an old comment, saw the trans profile pic and actually thought “I’m gonna own them”. Log off it’s clearly too much for you.
This is an especially good skill when you're doing stuff like waiting for the customer to boot into bios. And if you're trying to figure out something like why a drive isn't being detected, this WILL be multiple times during the call.
1:22 Dell
9:42 HP
15:08 iBuyPower
21:55 CyberPower
27:56 Origin
31:19 Maingear
Lowkey hilarious that you get indian call centers with Dell & HP
Sarah: *Yanks GPU Then Triumphantly says* "I managed to pull it out all the way!"
Linus and Co: *Having miniature seizures*
Me: *also having miniature gasp*
(ala Negaoryx bunny death reaction)
heck, i was having one at that moment, yikes.
i know she doesn't do this, ever, but still, that hurt.
I legitimately flinched
I love that the tech guy was like quiet after that.
Man, my soul left my body when I saw that.
Maingear just wiped the competition. That guy sounds like he's married to a computer.
and is happily living eversince
yea, sounds like someone who has built a computer before and really knows what he's doing.
He really feels the computer lol
i see no problem with this
lol, made my morning.
I love how the tech support guy goes *dead silent* the moment she says "I got it out all the way!" You can just feel his panic.
I would be absolutely TERRIFIED if I had to tell a customer to pull out a GPU.
Panic and worry galore.
Never, in my ENTIRE experience with HP, have I had a tech support specialist anywhere CLOSE to helpful as the lady Sarah got. HP must have really amped up their game since I last dealt with them (which admittedly was a long time ago, so they definitely had time to improve).
they bought omen gaming line. might be a tad bit premium service than out of the mill hp
@@putraduha3176 I have a beautifully specced HP ProBook notebook that ran into a mainboad fault within the first week, and their service was stellar. Had my notebook main board replaced and fixed in two days. No 'special warranty' either.
The HP business support is great. But of course you have paid for that premium with the computer. Not sure about their consumer grade support though.
@@sjokomelkWe run entirely hp at our company, we have both business and consumer support (because of the machines we buy) never had a problem with either. They have gotten better over years.
Dell business support is pretty good, but their consumer support still sucks.
Whatever Sarah is paid to deal with Dell customer support, it isn't enough.
Scammers have better instructions tbh
@@BigRhys02 bc they like to make an effort for their money😂
She should be paid hazardous work environment bonus.
I speak to dell support a lot and I can not wait to ring them next and ask them about this call but I do ring up and say this is the error code and I have reseat or what ever never had bad support from dell but I am a tec guy so maybe that makes a difference but if I was her I would have put the phone down and rang again to get someone else with in 5min of talking to them
@@thornenoakenshield2662 Yeah, the point behind the Secret Shopper series is to represent the average human's experience. Not every person is tech-savvy enough to read off error codes. Even fewer are professional IT. Most of the people calling tech support for a pre-built PC are doing so because they need a professional's advice.
I feel like that Maingear guy could've successfully instruct a caveman on how to make a nuclear reactor out of garbage within an hour.
underrated comment
Absolutely agree with you. That guy should be made head of Dell's support team. Maybe they'll learn a thing or two.
he's an S tier
@@chandradharkoneti only 2?
awesome guy
Huge credit to Sarah. That's a lot of patience and composure for a section of a show doing something you're not a master at, keeping a ruse phone call, and all while on camera for thousands of people and being assessed by two nerds colleagues. Great show, I'd love to see this come back (especially with different staff doing Bond Fumbles at the start).
That last guy nailed it so hard I wanted to cry. I was filled with joy with every instruction he gave. I think he deserves better than A++. This guy gets an S tier ranking. Bravo.
Linus: Just slap me
Jake: Can I actually?
he's been waiting for this moment
Didn't take the opportunity unfortunately. I would have slapped the shit out off that Lienus face 😁
JK. Slapping people is not nice.
Proceeds to pick up a weapon to do it properly.
Lol
Jake's still mad about when Linus Sharpied his hand when they were doing server maintenance to prepare for fiber.
@@metaleuman g u e s s i m n o t v e r y n i c e
IbuyPower: "I mean it could already broken so just frigging send it"
Sara: Hold my beer
Great comment
That gave me a chuckle, thanks dude.
*Hold my cosmo
Sarah is a freaking trooper, I can't imagine doing multiple technical support calls on a subject you aren't fully versed in, she did phenomenal job
Why did this make me want to be tech support? The last person could have walked Helen Keller through a custom hardline loop.
well said
because its prob minimal wage ....
@@girlsdrinkfeck Minimum wage would make most phone support operators(at least those out of India) live like wealthy middle class in the states. Why do you think american companies use them for support in the first place?
@@TheLukemcdaniel yh but the OP most liekly isnt from asia ....
It can be both rewarding and hellish at times
The Origin guy not only being on Facebook, but telling his caller about random stuff he got tagged in, has me absolutely rolling. What a legend.
I hope he doesn't get in trouble for being on Facebook, because clearly he's good enough to multitask. Not everyone is.
I doubt it, company policy probs isn't so anal because they hire skilled professionals for this so likely paid better with good working environments and they perform better as a result so no need to be super locked down.
Might also be working from home due to covid
And hes out doing all the staff beside maingear while doing it lmao
Sometimes the personal touch can make tech support more bearable.
I really liked this whole thing, I do wish there was some sort of retrospective with Sarah so she could let us know what she liked an disliked about the various calls.
There is. There's an extra featurette interview with Sarah after this series on their Floatplane where she talks about the experience dealing with these different customer support agents (you have to be subscribed IIRC. It's been a while since I've watched it)
It was on WAN Show:
ua-cam.com/video/-m0E_TLvf9o/v-deo.html
I definitely also appreciate hearing the reasoning behind each of the steps. That Maingear tech support member knew their job well, and has a knack for instructing people. That's the kind of tech support you want.
Oh, bless her heart.
Why hello there didn’t expect to see you here.
omg its sheKnives
Bless my heart I had to call Verizon about a broken SIM card and had to wait 45 minutes just to get hung up on. They finally answered the phone after over 2 hours and they just gave us a used phone like wtf
nO. Never EVER. She IS PROBABLY a mean person behind the scenes (outside work)
I'm guessing this is a no face fat streamer?
Origin dude was a legend. Was on Facebook, wasn't afraid to start some small talk and besides that still did a stellar job.
Watching this today and being a customer service agent myself for almost 3 years, and listening to Maingear explain everything to Sarah, I get so excited and happy. That is a prime example of how customer service should be.
These are such fun videos! This is my 3rd time watching the series :)
When she yanked out the graphics that part should be censored for the viewer's own health
20:10 LOL, that was the point I just had to exit Full Screen and hit the Like button.
That was paaaaaiiinful!
I've never face palmed IRL before that moment
It nearly gave me a heart attack
not safe for life
That last guy wasnt being tech support, he was teaching sarah. Thats such a distinction that i appreciate imensly
That bacon facemask talk is going to be the difference maker between sophisticated human-like chatbot and actual human.
Sarah is a gem for being able to sit through Dell tech support.
Basically yes.
I was a technician and I had to use the chat box before my work gave me a way in to just request repairs that I needed or parts because I think I am smart, and they were a nightmare even if you knew the issue but wanted the warranty to be used, you had to pretend to be as dumb as the person who broke it to get someone out.
@@northernleigonare this is actually decently informative. obvi i can speculate why for verious reasons, but i really enjoy hearing the other side so ty for it
It takes year of dedication to merit upto that level of patience .
#GiveSarahARaise
She deserves a bonus only for that
Dell: can you see dell logo?
Sarah showing to the pc: yeah, I can see it
I love her
She's so damn adorable.
i laugh so hard.. yeah she's adorable
For real when I worked tech support this happened all. The. Time. I would usually ask "do you see the logo on your monitor" but the damn logo is also on the monitor.
You know what though? Her response to Dell tech support is probably fairly representative of the answer you would get when you ask such a vague question to someone with little or no technical knowledge. Maybe this will teach Dell tech support to ask better questions.
@@adslf874yti3q7u4hf83 should have said on the display
I absolutely love that this MAINGEAR dude probably got a promotion a year ago because of the fantastic job he did that day!
That pull on the GPU was the first time I ever felt a "Oh god, it's broken" drop in my chest when it comes to these computer builds.
Customer: My pc is on fire
Dell tech support: What sensitivity is your mouse at?
Maybe it's because the customer didn't get financing...
why did i read this in my head with an indian accent.
@@Yekiim me too
@@simpleminecraftanimations9330 Me three, Sir. Do you need a warranty, Sir? If not, do then need a financing, Sir?
Do you want to buy antivirus?
Me: thinks Dell will get at least one point right
Dell: no
I have dealt with dell many times in my line of work. Unless you are in their business line or enterprise, you are a 3rd class citizen. Past 6 times have been aweful just getting a warranty job...
it's not the problem with dell, but with indian cs
Pickels - Lord of the Brine You can be in the business line and still have your time wasted, they waste 20 minutes everytime we need a replacement part and have already found the exact problem
@@lupanama1960 That still means Dell is at fault because they're not checking the quality of their CS. And it's been a known problem for a very long time now. They simply don't care about their customers.
I had audio, keyboard, and motherboard problems with my xps 13 and it took them like 5 months, 2 people came to my house, and I had to send it in 2 times to get it fixed.
Watching videos where people record their phone calls usually make me uncomfortable but Linus' commentary somehow makes this series incredibly entertaining.
I love rewatching videos like this. I had the added bonus of the subtitles. 20:34 (man wearing suit shouting) was my favourite bit xD
Ok, so no matter how overpricwd Origin may be.
You cannot fault them for the Customer Service. That Bacon scented facemasks side conversation is exactly what I would want, because it reaffirms with me that I'm talking to a human and not a robot.
but he's obviously online shopping while talkin to me. No sure.
@@Thisandthat8908 I mean, if he's doing his job he can multitask.
Damn, it actually makes me really happy when you get tech support people who are as kind as Maingear's and Origin's. So polite, thorough and friendly.
The last thing you want is someone who clearly doesn't want to be on the phone with you and is rude cos you don't know something.
"the last thing you want is someone who is rude with you becauss you don't know something" flashback to part one, episode 3 where Janice didn't have "the ability to look inside the computer"
Technical support is a skill. Entirely unrelated to technical knowledge. Almost entirely related to patience.
@@blakestone75 Yeah, but you need technical Knowledge to be able to do Technical Support
@@RandomDudeOnUA-cam That is a pre-requisite. But having good knowledge doesn't make you better supoort
@@kirathekillernote2173 i didnt say that. But If u have no technical knowledge, Doing technical Support is Not really good
I like to imagine those last tech supports watching this and they're just proud of themselves.
idk, do they tho? considering this is the second time ltt does this...
They should, they both were very user-friendly. HP was also quite good
@@nadkudo1798 We do know the SIs watch the series, to some level (probably quite high up as well from what Linus has told us) and so I could see the management letting the support guys know - at least for Origin and Maingear because they are so awesome.
And They Totally Can do that! That support was really good!
Well yeah since they still made a sale 😂
watching this again in 2021.
19:40 i just realized the guy is wearing a FSM shirt - funny how Roadkill pops up before the mangling begins.
this series is very informative and very helpful that translates easily to the novice and experienced pc tinkerer alike.
because Linus Tech Tips.
some of these tech support guys had more patience and did a better job explaining it to total strangers then i could have to my own family, very pleased with that.
Also thumbs up for Sarah.
Customer: My PC isn't....
Dell: Burn it.
Customer: What?
Dell: DID I STUTTER?!?!
Oh god, I read this inside my head with Stanley's voice and its hilarious.
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Customer: My pc isn't...
Dell:Burn it
Customer:What?
Dell:what?
?
@@deathicefrog same 🤣
@jitu verma hehe lol XD
reminds that one of my teachers had printed off Dell sticker logos but with the "D" changed to a "H" and taped them on to the monitors over the Dell logo.
Linus: "slap me"
Jake: _excitedly_ "Can I actually!?"
Linus: Just slap
Jake: *slap with iphone with the sticker bomb*
And straight after some guy looks through the window with a concerned look
Jake got his salary 20%-cut afterwards.
19:48 I think he was trying to cover for warranty purposes if she did break it while re seating the gpu. Pretty cool
Love how linus comes in the background to remind me that the reactions aren't live. WAY TO BREAK MY 'MURSION!
I just hope the Origin guy doesn't get in trouble for being on Facebook or something while on call.
It was so human and i liked it very much.
It's not like it impacted his performance. If he is doing his job well then what does it matter that he was on Facebook? In fact it arguably made for a better customer experience
Having worked in customer service as someone who trains and develops advisors, I would 100% give the man bonus points for a very human interaction. You want people to be comfortable calling your service lines, and that right there was a great way to do it.
Sadly not all places see it that way...
I really think the more personable addition to the call helped. It let's the customer know you're not a drone and that you're human, and can help put them at ease in what is likely a stressful situation for them. I do it on my support calls because the customer usually appreciates it and responds better, helping me do my job more efficiently as a result. Also its just nice having better customer relationships and interactions.
Yeah, unless Origin is a terrible company with a controlling management culture, he's gonna be fine. Look at how everyone is praising Origin's customer service in these comments! :D If you're meeting SLAs or KPIs and getting assigned work done, while getting lots of positive (or even neutral) user feedback, no management team should care. And stuff like that, that's exactly how you get positive user feedback.
As Zypre said, this is how you get people -happy- to call back if their problem persists or another one comes up. You don't want to be the company that everyone dreads to call for assistance.
I've worked in places like that. They typically have no issue with you building a rapport with the customers as long as it isn't making you take ages on each call. The only thing that could get him in trouble is that it was Facebook, having access to customer information whilst browsing social medias is very often massively frowned upon due to GDPR. I personally think he did great but some bosses are a stickler and will get you in shit for that
Hahaha Sarah seeing the Dell logo on the case, and seconds later when she realized what he meant. Too funny.
LOL, such a meme, I’m already dead XD
Lol
Just screams perfect test subject for this series
Lmfaoo
As much as we laugh at that response, asking about the logo on the case could be reasonable if they were confirming the case she has. So I can totally see people making that mistake.
As an ex customer service representative. I can assure you. They do not prepare us enough. To get the job you just need to know intermediate level English. And basic computer knowledge. Then they give you a one week intro to the products and possible errors, and then off you go. Companies just don't care.
"Dell was like, sniper rifle right on the keyboard and the monitor"
-best linus quote ever
Me: Dell can't get everything wrong....
Dell: Just watch me
I'm surprised Dell didn't ask for a Google Play card.
lmao
My dad worked at Dell in the early 2000s. I showed him Secret Shopper 1 and now the videos that have came out for 2 and he was ASHAMED. He was so shocked that at first, he thought that this was fake.
Dell outsources their tech. And they don't train properly this is the problem.
Ok, mum. You computer might be broken because of a nasty virus, so i will put an antivirus service on your order and because you have issues it seems you are gonna need some extended warranty so am gonna put a few more years of warranty but don't worry about the extra cost, we can totally make a great financing program for you.
Purchased a Maingear PC because of the first LTT secret shopper. This was when m.2 drives were new and while using their website, I put a mechanical drive as the main drive and the m.2 as the backup. Order went through from their website. About an hour later their sales team contacted me and explained why they believed it would be better to put the m.2 as the main drive and mechanical as secondary. They caught it, contacted me with a configuration recommendation, and then fixed my order. 100% happy that they cared so much and treated me like a customer and not just a sales number. Thrilled to see them do well again. Boutique price, yes. Worth the money, yes.
I know they are not going to win on the benchmark test, but I wouldn’t buy from any other company.
same dog the 10% premium is worth
Personally i wouldn't buy from them, and I'm sure most people who watch this channel won't due to the price per performance. But to ensure and ebsolute newbie gets the best support and system they can get there seems to be no better option.
why would you do that in the first place?
@@ITS-ME-EVERLY maybe because not everyone knows much about computers? Maybe that's why pre built computer companies exist? not really hard to wrap your head around.
@@ITS-ME-EVERLY Time is money. I've got kids, a busy job etc. I'll happily pay someone who does a good job to build my computer, have it all ready to go, and if there are any problems have them sort it out. When I was 15 years younger I wouldn't have done that. Things change when your life's priorities change. What seems like a waste of money for you now might seem like a very good thing later. Considering how much I'd lose out in money if I did a build during a week day, paying for someone else to do it is way cheaper. And trying to build it during my free time with kids running around needing atetion etc. just isn't going to happen.
I wonder if the calls were made in the same order as in the video. I say this because to me it felt like Sarah became more confident and comfortable with the PC as well as communicating with each call.
HP has never let me down on the little I have gotten from them. Cool to see they still seem to be doing ok.
They're gonna poach that dude from maingear. Can't wait to get his tech tips.
Remember that maingear also did this last time. They got some massively good training over there.
This is definitely the takeaway. His voice has a way of assuring me everything will be fine.
Nope. CEO is in the comment section fighting for his employee
Linus: *walks by*
Sarah: *drops something*
the curse spreads
Better yet, Sarah drops something Linus previously dropped himself.
Menacing “ jojo reference “
Sarah drop tips
It's *not* Sarahs fault. We *ALL* know Linus jinxed her :p
i'm telling you dude, it's the aoe skill from Linus
This is such a high quality video! More please!❤
The audible beeps for tech support diagnostic is brilliant
Maingear on "could explain it to my parent's" level support
No shit, that's amazing.
Tech support: *Does their job correctly*
LTT: "GIVE THEM A RAISE"
isnt that exactly what a raise is for?
@@notgonnatell6137 Yea that definitely makes sense, but at the end of the day, tech support is supposed to help the customer out and give them proper instructions as well as stay on the line with them. While I am most definitely not hating or trying to put down the reps who did a good job, what I'm trying to say is that this is literally their job. And the bar should be set based on those who do it correctly, not based off of the bad reps to begin with.. But I do see what you mean by the differentiating factors and that also makes sense
@@notgonnatell6137
This is about the tech support.
It's a disgrace that a tech support that does his work correctly is like a Bornean Orangutan; they exist, but few and far between.
@@Bl4ckWarHawk Well tech support is their job, but of course if they are doing an outstanding job like the MainGear rep, they should definitely consider giving him a raise
@El Dimos Karam That definitely makes sense. I'm just saying when comparing the reps, the really bad ones should not be the standard, but rather the ones who actually helped fix the problem is where the bar should be set, and those who go above and beyond, like MainGear, are the ones who would deserve a raise
That HP tech really reminds me of when I worked in tech support YEARS ago (way back when Dell had US-based tech support) and had a customer who's brand new system wouldn't power on, and he'd already had the motherboard and power supply replaced. He'd had this thing for over a month at this point and still never gotten to use it. I offered to replace it with a brand new system or go through some troubleshooting to see if we could get it working since none of the other techs had tried to actually troubleshoot the problem with him.
Turns out he just had a bad sound card (cause discrete sound cards were still fairly common back then), and as soon as he pulled that out, it booted just fine.
Every time Linus slams his phone down, on the metal table, on the camera bumpout, it hurts my soul. Also, I think Sarah is my spirit animal. She's really a good sport about all this, and can be entertaining even in maddeningly boring situations. She (like honestly ALL of your staff) is a real gem. Oh, and regarding "bacon-scneted masks" guy: He's filling the dead time, so that there's not just silence, while he looks stuff up. Not only is it more personable and likeable, it's a ton better than hold music or silence.
F to the dell engineer that worked hard to make the tech supports life easier.
F
F
F
F
F
Maingear owners are probably like: _"Treat EVERY phone call like it's Linus Tech Tips calling with a fake problem. We want that A+!"_
AKA having good tech support.
A++!
Well the CEO commented on this video
The ceo of Maingear's comment is one comment on top of yours
@@mzin2534 oh,im one month late
I would love to see a scenario where you call tech support more than once and speak to different people! That way you can refine the scores using consistency. It would help fix the possibility of reaching the one good tech support person and reveal more company wide issues.
Darn, watching this I have learned SO much I didn't know before! :)
Oh man, imagine being that guy on maingears tech support and you later hear yourself in this video, must be such a great feeling
Imagine being the Origin guy and your boss finds out you were on facebook
@@tech-xr2jr He was still 2nd best to Maingear so mayne they won't mind too much.
It is.
@@ThatFilmisGnarly Oh? Would you have experience in this?
@@tech-xr2jr calls usually get recorded, so I think they already know. And now also the whole world knows.
The guy from maingear is so nice and good at his job that i feel like i want to buy a pc from them and then when i feel lonely i will just disconnect a ram or a fan and call them.
Maingear is pretty decent especially for the price, last year got a maingear laptop, 9th gen i7, 1660 ti, 16gb ram, as well as a 144hz 1080p display, just for $1000, still going strong and such a good laptop
Dope series 👌🏽
Sarah does an amazing job doing the best she can with little knowledge about computers but when she handles the pc parts it scares me. 😂😭
13:35 Linus: "Did she just drop that memory?"
Jake: "She learned it from watching you!!"
Roast 100
I like Linus'' response since he's in shot too
"It's my Aura of dropping"
The guy at Maingear was so thorough that he could have troubleshooted the DELL system too
Lol
im sure he would have done it if she asked i got a other pc with a problem. he probaly say try the same thing
@@reggiexp69 probably not.
This is amazing! I have watched all these, and she did amazing! Do you guys have a video essay planned for apple (iMacs)? That's would be soooo divulging.
Also,the insight about shipping practices and the "common" tech support rep shoes that it can very much so, depend on the rep you get.
One thing: if you feel uncomfortable with your calling rep, don't feel bad asking for another to help! If they treat you badly in sequence..(as in, all in a row) push as hard as you can for a return. This shows the "company" doesn't respect you. Which is HUGELY from individual employees not respecting you.
Because when you talk to individual people....they have required scripts (instructions they are required to say depending on key words) and have extremely restrictive progression terms by training (meaning they can only provide very specific info and solutions depending on their tech level (,1,2,3...etc.)
Apple is the best example of this kind of architectures. This info is from myself, who has learned from apple and other support services.
I secretly love that you censor bleeped the names because it just sounds like they're cursing in my head every time they go to say their name xD
'Oh my god they have bacon scented face masks'
is honestly the best part
Timestamp pls
I loved how much joy Sarah got out of that.
@@wisecrawfish3801 30:07
@@Yoshi_206 who wouldnt enjoy a techsupport thats just nice and doesnt pressure the customer?, oh and he is also informing everyone that a bacon scented facemask is a thing
@@AgilesRem I honestly thinks this should be more of a thing. Hell, market it to Japan with other kind of scents - they were facemasks all the time because it's socially responsible.
Sarah: My PC is not turning On!
Dell: Ha! Told you should have bought an Extended Warranty!
Don't worry, they bought it for her ;)
And a financing plan
I was waiting for that
"and I told you FIVE times"
BUT YOU FORCED ME TO
Her taking out the GPU reminds me of my first PC build where I snapped off the plastic GPU lock. Was able to put it (loosely) back on though
That Maingear guy had me feeling like I was being taken care of just by listening to his call.
Maingear's customer call was so wholesome to watch.
The whole sequence was the epitome of the Vince McMahon meme.
Very professional, definitely deserves a promotion if that is his standard approach.
@@norXmal He should teach other customer support techs how to proceed. I am not proficient when it comes to computer, and every single step made perfect sense and was clear. With that guy guiding me I could build a rocket.
The Origin guy was great too!
Tbh he shouldn't be praised too much. EVERY tech support should be as competent as him and I can't believe he was the only one, only rivaled by the bacon sniffer
Linus : We're giving maingear our first A++
Intel : our battle will be legendary
Linus will have yo make many more seasons to be able to give an A++++ to a rep
LMAO THIS IS EXTREMELY UNDERRATED
You win.
lmfao
This is the best comment I've seen in months.
A video call to a working at home tech support is very wholesome of you but I don't think that'll always go over so well haha
I found it really funny to notice that after the dell call, Sarah made sure to double check the number of beeps on the hp call after she already told the tech. Like, fair, I'd have done the same but it was just really amusing
Dell upcharged them (without permission) for premium support which includes free in home repair. This should never have been sent to the depot. The tech should have offered to send an in home technician to fix the computer.
There is no justification for that slip up, if it is a slip up. thst should never be a possible problem
Uff yeah i think we all forgot that, especially since the first 2 parts were nearly a week apart. Big oof.
not to mention downgrading everything inherently to fit in the dumb shirt and sketchy debit card etc..
@@kodaxmax that was Origin, no?
Wow, I completely forgot about that one. Makes it even worse, which I didn't think was possible.
The Origin guy was pretty cool, that genuine excitement made him seem like a person and not just a bored robot. I would genuinely love to have tech support like that!
Yeah and those chats greatly reduces the customer's stress/boredom. Really nice
Ikr he was so cool
Yup nice support! Still not worth overpaying 400$ tho
@@momo777777777777777 depends on who’s buying!
@@MapedMod That's why it depends on who's buying it. Cost vs convenience. Many people will happily overpay for convenience, often myself included
Looks like Maingear are not only good to their employees but they seem to hire tech savvy individuals. That is impressive. I say that because dude sounded like he genuinely loves his job and loves tech.
It’s funny AF every time Linus chimes in!😂😎
Sarah ripping out the GPU and the reactions is priceless, I'm crying watching this
I just laughed so loud that my mom woke up
I hope she didn’t got blamed behind a scene
Im pretty sure ANYONE who has done their own gpu absolutley flinched at that, i thought she mightve busted it or pulled the lock right out the socket
Yeah that hurt just watching that because I may have done that myself on accident before. Thankfully the GPU still worked after that!
That crunchy ram mounting tho holy moly xD
As someone who has done phone PC tech support, A full, and heartfelt, slow clap for the gentleman from Maingear. HE KILLED IT, what a BOSS.
The Origin also got a clap from me too for how friendly he is and how much he made Sarah in joy, and still properly done his job.
The HP is also good purely because how atrocious Dell is (tbf, Sarah throws him on the loop abit but its still in-excusable in the end), and the fact that he actually use the diagnostic code thing HP built for the support to use. I wrote guides for support to use and just seeing them used made me happy.
If you combine the detail and patience of Maingear with the personality of Origin you have the absolute A+++ perfect tech support. I was impressed. All the others.... Big oof...
Yup
True, he was very good overall..... BUT I need to point out the fact that he did forget to instruct her to re-enable XMP towards the end when she was in the bios. She straight up told him that it popped up on the monitor saying that the CMOS was cleared. So that RAM is now running at 2133mhz which is a big yikes... and with her being a "computer noob" there's no chance she would ever think/know to check for that. So her nice PC she just bought is going to be bottlenecked by her RAM not running at the speeds she paid for, most likely for the entire life cycle of her owning it.
And for the skeptics that might say Origin guy was distracted and browsing Facebook:
A. Try doing that job for a long time without the distractions without going insane.
B. An underrated part of support jobs is getting people comfortable in the call. Many people that call are nervous for calling and that makes it harder to get them to do things or talk about things. If you can take the edge of by making a joke or getting them to do something really mundane and complimenting them for it you can really take the edge of and open up the conversation. Someone that's comfortable is more likely to ask those "dumb questions" or to give some extra random info that might just give you the info to identify the issue.
The whole Dell support conundrum reminds me of when I was gifted an Inspiron laptop some years ago, which had issues like it restarting when I tried to put it into sleep mode, and the trackpad not working after resuming from sleep mode. They never resolved the issue, and I ended up selling it and replacing it with an older Lenovo.
I can now imagine if I were gifted a HP Pavilion or Spectre laptop instead.
Maingear guy was just superb! What a legend!
Mad props to Sarah, this was painful enough to watch the edited version of. I can't imagine what it was like for her.
Yeah it must be tough to get paid for making hilarious content, with what seems like a bunch of great people, working for a great boss. Let's not make working for LTT sound any worse than it actually is :D
Give Sarah a bonus!
@@DennisEldrup Even a job you love, with people you like to work with and a boss that is amazing has days. Dealing with sales and tech support for a few days is my idea of hell.
#GiveSarahARaise
I wanna just have a stream of the Maingear guy just doing tech support the whole day. He's so calming and just so perfect at his job. I've never heard such good tech support.
it was literally unbelievable. props to that dude. yea he could have mentioned XMP but otherwise he was perfect.
@@davidcameron5958 I don't think normies like that would care about XMP if their pc works the are happy
@@JerziTBoss and was their ram overclockable? I don’t even remember anymore
We also have to talk about hp-s service.
@@lucasgomes6096 since I see a stock amd ryzen cooler , it's a ryzen system and ryzen system for 1500$ must ship with overclockable memory for sure. So yea.... I think telling her to mess with the bios is a bit too complicated tho , it's a step way beyond what's demanded but yea he could've done that.
This stuff is brilliant!
Love that intro ... Dbrand is getting their money's worth on this series
Jake's hopeful "Can I? Actually?" when asked by Linus to slap him was the best xD
too much time in canada...
How often do you get to slap your boss on camera? :D
@@rasmustof that's a privilege
He didn't wanna get fired
dropping an F for dell
They don‘t even deserve an F
@@FightCamTV they deserve the slap.
this is what happens when you outsource your tech support to india and leave it in the hands of people who are inarticulate and terrible at communicating
F
@@Derp12 is DELL originally from India? What's happening here? the first part customer support was also an Indian. Are they only recruit India for their customer support?
I was rewatching this for giggles and as Sarah dropped the GPU my Pixel Watch told me to calm down because it sensed that i was "feeling stressed". Yeah man.. on point with that diagnosis
I cheered out loud when I heard that they gave them an A++.