Tech Support NIGHTMARE - $1500 PC Secret Shopper 2 Part 3

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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Title: Laszlo - Supernova

[LinusTechTips]

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

[antreaskonstantinou]

Customer: My pc isnt booting up

Dell customer support: Are there any missing keys on the keyboard?

[morgan]

Dell "Did you turn your warranty off then back on again"

[EvenTheDogAgrees]

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.

[sorenkazaren]

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.

[IdealIdeas]

Sarah: *Yanks GPU Then Triumphantly says* "I managed to pull it out all the way!"

Linus and Co: *Having miniature seizures*

[wallymaingear]

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

[FaeChangeling]

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.

[camolotthe]

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.

[grampton]

Linus: Just slap me
Jake: Can I actually?

he's been waiting for this moment

[Skip]

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

[JonahReidJessar]

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).

[nathanerickson]

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.

[ezekas]

Dell: can you see dell logo?
Sarah showing to the pc: yeah, I can see it
I love her

[KyleLi]

They're gonna poach that dude from maingear. Can't wait to get his tech tips.

[WarthogDemon]

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).

[HamsterWheelGaming]

Origin dude was a legend. Was on Facebook, wasn't afraid to start some small talk and besides that still did a stellar job.

[ofallsadwords]

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.

[IntoTheFire]

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

[FiXato]

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.