Tech Support Told Her To Break the PC – $1500 PC Secret Shopper 3 Part 3

41 thoughts on “Tech Support Told Her To Break the PC – $1500 PC Secret Shopper 3 Part 3”

• Shea literally is the star of the show, We as tech savvy people, forget what it's like to not understand computers.

• The CyberPower rep is clearly new without prior tech knowledge. The rep is drowning in the script she has. That is why she asked those questions half way through.
  She clearly needed more training.

• the talk should go:
  can you open the website on your phone or other Computer? Yes
  here is a numbered picture of tower. now unscrew number 7 that is on the backside under the collored ports

• I'm working as a 3-d line Tech Service engineer and Shea is an exciting customer! Not listen just a half and going to break, but carefully follow the instructions, it is so great. The 1-st line of the Tech Services in this video are funny, but for me, their instructions are too complicated, as for my experience in the communications with the end-users.

• Totally get why so many ppl commenting seemed to like the NZXT guy BUT almost an hour of waiting time….lol gl talking to my mom or my sister after them having had to wait for that long… let alone my gf who wouldn t have bothered waiting…oh and me, I d also struggle keeping my calm after an hour of waiting. Clear winner is iBuyPower and it s not even close, both reps clearly matched or even exceeded the NZXT guy in terms of knowledge, bridging the waiting queue with hints and what to check is smart. What surprises me is they don t seem to have any tracking in their CRM to see the previous call related to the Windows issue or they actually have and insta sent her to 2nd level. The issues at hand were also more complex than the simple RAM stick scenario, to me that s an A++ for iBuyPower. Dell was solid but the tag process and call center in India can irritate ppl to a point that they start questioning the integrity of the company and person on the other end. One of our main competitors switched to a service provider in India a couple of years ago…lol leading to an army of companies/ppl willing to sign with us long term explicitly highlighting the service and support.

• why are they reviewing the footage in that random store again?

• Dell is awful but their error indicator is easy to see and follow. Fixed many Pcs with it.

• Ok now I need an ltt shirt that says spreads the clips.

• That NZXT guy was a fucking Chad for calling out his company, I wouldn't even care about the hour-long wait. Okay, maybe I would, but I'd still respect him for it.

• ok so, a GPU issue can cause a PC to not boot tho.. if the card is not seated correctly, pins could potentially be bridged, causing all kinds of weird behaviour

• The thing with data not being passed from operator to operator is interesting. Sometimes I've just refused to provide it a second time and they've suddenly found all the information I already provided. It's like they just being lazy or perhaps don't want dead silence while they read the notes. Not sure.

• In defense of the NZXT guy, if a guy shits on their own internal processes AND tries to help me out better than their processes would normally allow, he gets an A+ for sure. Gives the customer the feeling that they're on your side, they've got your back and this will be sorted out. Even if it's not a real frustration, I'd have this rather than corporate BS all day any day.

• My monitor won't

• No computer company, especially one with a userbase as old and tech-illiterate as dell's, should be hiring people with Asian, especially Indian, accents for NORTH AMERICIAN CUSTOMER SUPPORT. As soon as people hear that voice they are trained to hang up, ESPECIALLY when it comes to tech. Call it racist, its pattern recognition. How many scam calls a day do your grand parents get from people with a similar voice to that ? Ando so what, whether the job offshored or the employee imported, DELL can pay the tech support a lower wage, and drive down wages for the whole industry ? By definition he has a foreign accent, its a lot harder for the general public of Canada to understand him than the local accents they are familiar with. Its just a worse experience for everybody.

• Was a bet lost or something ? what with his hair?

• 31:50 – That's fine man, a bit of humour is a great part of customer service, especially if you're good at your job as well. Love it.

• I’m seeing the pattern here: the bigger the company, the more difficulty in maintaining the quality of customer support.

• DOes CyberPower employ 13 year old toxic gamers? That kid sound just like a tweeker I owned last night.

• 👍

• one of the first question should be "are you familiar with how a computer is put together" you cant just assume the customer knows everything about computers.

• Shay really is the best. They just have such good vibes

• Cyberpower segment was legitimately hard to watch. I feel bad for Shae she looked TERRIBLY overwhelmed in the call. Giving them anything other than an F would be too generous.

• do not all modern boards have an error code display?

• Shea was fabulous at this.

• Meanwhile on my latest Ibuypower call it was over an hour on hold. They wanted me to flash the bios when I had a bluetooth driver issue and if that didn't work RMA. I said no. Got the bluetooth driver working myself an hour later.

• Just remember, never be angry at the reps unless they're being an asshole, all they did was apply for the job, and assumed that if they got it they were qualified, be mad at the company.

• When my monitor won't, I watch LTC

• 47:05 That face when she hit the side panel on the keyboard XD

• About 30 years ago I bought a PC from a company called cyberpower and they were absolute crap. Is this the same company?

• Y'know, after the absolute disaster that was CyberPower, I get why HP just tells the consumer to send it back so they can properly fix it without even trying to ask the consumer to unplug anything. That CyberPower call was painful to watch.

• So the only time we see women on the channel that Linus isn't married to are when you need to show someone who knows nothing about computers. The one time you had someone presenting she left due to harassment of the very white male staff

• I can tell you from firsthand experience that it is extremely rare to find someone who is both knowledgeable about computers AND can handle customer calls well. The ones who are really good at it are severely underpaid.

• 30:30 Did you misplace the "NZXT" timestamp? There you say "NZXT" but the timestamp for that is half a minute later…

• 22:22 Linus, I feel your pain…

• IBuyPower: the intro – as a customer service rep I have a bit of a better understanding to this. ANYTHING that is set up to be automated has a couple things First and the biggest it costs, a lot per word. So companies do their best to avoid any extra cost. Second the fact that that is the intro tells you a couple things. A) they get a massive amount of calls (likely 40% of calls in a set time scale normally split into hour, day, week, month and quarterly) with customers having this issue. B) it tells you that whomsoever is building these pc’s be it automated machine (most likely) or person (person assembly is far more expensive and I would imagine cost the customer a significant amount more) is incorrectly installing the ssd. Chances are the Screw that holds the M.2 down is either not tighten correctly the first time OR it rattled loose in shipping. This is why I assume the assembly is automated because IF all you do is build a pc day in and day out, while mistakes happen, they are MUCH less likely. LTT are tech geeks and proud as they should be and on all the build vids I’ve watched you always emphasise how important it is to a)NOT over tighten any screws and b) not tightening them enough. Both have the same result which is potentially very expensive mistakes that are not covered by warranties (at least here in the UK). So while yes their staff is obviously very well trained it does say that IbuyPower are pinching pennies on the assembly. And getting the assembly issue resolved cost more than them putting the faq as the automated phone intro. Really if they addressed the assembly issue, which might cost somewhere in the tens of thousands in the short term it would yield long term savings on phone licences, staff costs and the associated costs of business. All that points to the upper echelons wanting to keep their year end bonus as high as possible. Because after why do they care if we as consumers waste our time which is just as valuable (more valuable to ourselves) as their time is. So while the service was an undoubted A+ the companies care for customers is a massive fail.

• "the monitor won't" 😂

• NZXT: “they didn’t put the exact model on it? You guys suck.” 😂😂😂😂😂😂😂😂😂😂😂 edit to add: fixed or not fixed I give him a MASSIVE A+++++. 😂

• Is it possible to give CyberPower an F-? 🤦‍♂️

• SSD a thin rectangular component the size of a smart phone? are they talking 2.5" drivers? because I haven't had a phone the size of a stick of gum for 15 years.

• 23:00 it's called confirmation bias. The support agent told her to take out screws, Shae describes the screws she took out, the agent in her head matches the description Shae is giving to what she expected her to say and thinks everything is correct when it isn't.

• I had to laugh when a Dell technician was chatting to an 'engineer' about the POST led codes on my laptop. I had to explain that the LED lights 'code' he was seeing was how I had set up the battery charge indication. Even after showing him the 'googled' POST led codes for the device. Two displays and two motherboard changes later…. it works. Led 'POST code' is still telling me the battery is on charge. lol.
  That repeating serial or order numbers … is infuriating.

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