Awesome Tips TWO Support Technicians Gave Up On Us – Secret Shopper 4 Part 3
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It’s time for tech support, and this season it was a doozy… we laughed, we cringed, we even almost cried as support technicians succeed and failed to fix our problem: an unseated GPU.
Discuss on the forum:
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CHAPTERS
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0:00 Intro
0:59 Dell
7:40 Maingear
15:06 Cyber Power
20:44 HP
28:34 iBuyPower
34:58 Starforge
40:18 Outro
Deals for Days. Big home savings are happening now.
all IT call centers do that at my job too, pisses me off-i already told the robot the number, now i have to tell the human the service number! but i think it is something that is standard
with the HP i would say that its not entirely on the girl but on the support… she is a usual person and this can happend anytime and support should have make sure if she heared it correctly
I worked for HP as a customer support and it was hell because their TS training is really bad and most of ts files are outdated and you have to rely on your own google search… Also mostly it happens as in video, customer does not follow through😅
HP is completely their fault. That's not on Ms Kateson at all, it was bad customer service no sugestion should have been given otherwise what happened will happen.
“There’s gonna be four small LEDs that light up in different colors.” Looks at rainbow RGB lights ????????
Ms. Kateson is an easy customer to work with. Customers can be very difficult sometimes.
25:08 I almost wish you guys were there live with her when she was doing it to avoid issues like this. Just to correct big mistakes like this, not small ones. I mean, that whole support section is almost invalid now because it isn't HP's fault. Sure, there's charm in doing it this way, but it completely removes this part of the competition for HP.
Your not tech savvy agents shouldn’t use a ltt store screwdriver on a video call if you wanna go full stealth.
Eh, I honestly think they are a bit too kind towards HP. One of the big things about providing support is to take everything the customer says with a huge grain of salt, especially if it's someone who isn't so tech savvy. To me it's baffling that the HP employee didn't question for a second the answer she got about the beeps and never asked about them again. Like who is used to listening to beeps like this and can so quickly identify them.
So who gave up though? Cause seems to me they all solved the problem, fair enough the emails and the videos were a little how ya going but in the end it got resolved I don’t see how that could be a tech support giving up?
"They told me I should invite a guy to my house" 😂
I'm laughing at the idea of someone watching these videos back to back in the future and them making the "BIG NERD GAMING" joke in the 1st ep, then Linus actually wearing the shirt in the 3rd 😂
Maingear nailed it, old mate needs to go work for himself doing tech support.
2 types of support techs/"techs". actual techs who have a clue, and cust service reps akin to a turtle on a fence post. They got there somehow, but no one knows how, and everyone knows they shouldn't be there…
There is a reason with the Dell why they are assuming the video card is defective. It's because, as you stated, the graphics card does not come loose in those Dells, and instead you had to pull something else out. This means that likely Dell is so confident this would not have happened in shipping, it must be a defective component issue, not fixable by the buyer.
I've had nothing but trouble with Dell Customer Support in the past- transferred and waited on hold so many times, dropped calls, an-ending repeat requests for info- in fact I considered but had to reject getting an 8960- but it's nice that Dell has taken steps to insure components do not come loose and probably there is no longer customer service scripts which anymore include opening the case, rather if it comes to that, they send the technician.
I loved the big nerd gaming skit. Can't believe you guys got shirts ready for this episode 😂 Amazing.
word is you should secret shop METAPCS
These videos are getting kind of old now. This series used to be a must watch, but they're just repetitive don't really offer anything the last 2 or 3 did. I'd be interested in seeing it spiced up a little, maybe use a different person each time so they don't learn how to fix their own problem by the 4th call. Maybe some other tech that's not a PC?
We are all Big Nerd Gaming on this blessed day
Make if fair and give HP another chance… Like how the heck are you supposed to fairly rate anything like this?
Maingear is the winner for me here, also because of the experience effect. Asking probing questions, speaking in the language of the caller, very friendly, very supportive (literally!). The others profited from the Maingear guy.
To be fair on the HP one, with the RAM sticks she did say hold on while I check with that model and she proceeded to rip it out😂
I do find it mildly amusing though how running people through basic trouble shooting can be like trying to get a toddler to walk for the first time😂 you gotta take what you know is easy and try explaining it like you would to a 5 year old
She needs someone to explain her how to unscrew a screw? My mind is blown…🤯🤯🤯
The best way to not let her help then is not to make all the PCs have the same problem, 'ex: same has to have a ram unclipped others has to have a power supply 24 pin unlugged', make as many as possible.
Onshore versus offshore support. Scripted versus someone with troubleshooting knowledge and skills. Robotic methods have their place, but an actual human with common sense wins in more technical scenarios.
i think Dell just didnt want the buyer to go through a potentially tedious work. fair but they should probably ask whether the buyer is up for it or has some confidence to do them.
She did well, the issue is that after the first few shell already know
All I will say to HP is…
Seven segment display instead of beep codes
Kinda funny how Linus and Plouffe just gave up on the Sherlock Holmes RP at this point…
maingear is rly great