I Asked Best Buy to Fix my PC… They FAILED
Summary
TLDRThe video script discusses the challenges of fixing a high-end gaming PC, highlighting the experiences of taking the machine to both a big-box store and a small business for repairs. It emphasizes the importance of proper technical support and the potential pitfalls of DIY solutions. The narrative contrasts the outcomes, revealing that while the small business managed to address some issues, it overlooked crucial details, underscoring the value of expert knowledge in resolving complex technical problems.
Takeaways
- 💻 Origin PC赞助视频展示了其高端游戏机的性能问题，强调了拥有Origin PC的用户可以享受全天候终身技术支持。
- 🔧 视频中的一台Origin PC因为朋友尝试自行修理而出现了性能下降和噪音问题，这凸显了专业技术支持的重要性。
- 🛠️ 为了比较不同技术支持服务，视频将两台相同的Origin PC分别送到大型连锁店和小型电脑店进行维修。
- 🔄 问题的根源是一个松动的电缆，导致风扇控制中心失去信号，使得风扇一直以全速运转。
- 👨🔧 朋友尝试通过回滚Nvidia驱动程序、使用CCleaner和修改BIOS设置来解决问题，但这些尝试都未能成功。
- 🏢 在尝试Best Buy的技术支持时，由于机器是定制的，Best Buy拒绝了服务，这表明即使是大型连锁店也可能对某些类型的PC提供有限的支持。
- 💡 最终，小型电脑店的技术人员通过重新安装系统解决了风扇噪音问题，但没有解决AVX支持问题，这表明即使是专业的技术人员也可能遗漏某些问题。
- 💸 Best Buy的维修费用昂贵，而小型电脑店虽然收费较高，但提供了后续的免费支持和问题解决。
- 🎮 经过维修，Origin PC的性能得到了恢复，证明了正确的技术支持可以解决复杂问题。
- 📝 视频强调了用户在选择技术支持服务时应考虑的因素，包括服务质量、费用和个人技术能力。
- 🎁 视频最后提到Origin PC赞助的抽奖活动，观众有机会赢得一台高性能的Origin PC。
Q & A
What is the main issue with the Origin PC that the tech-savvy friend was unable to fix?
-The main issue with the Origin PC was a loosened cable during unpacking that disrupted communication between the PC and the Cooler's I Q Link system Hub, leading to RPM monitoring for the fans being non-functional and causing the system to run at full throttle constantly.
What was the first incorrect attempt made by the friend to fix the PC?
-The first incorrect attempt made by the friend was rolling back the Nvidia driver to the earliest one available without removing the existing driver, which not only failed to solve the problem but also created a new one, resulting in a device manager error code 43.
What is the significance of the IQ Link system Hub in the context of the problem?
-The IQ Link system Hub is significant because its connection was lost due to a loosened cable, which directly impacted the RPM monitoring for the fans, causing them to run at full speed all the time and contributing to the overheating issue.
What is the Origin PC's customer service reputation like according to the script?
-Origin PC has a good reputation for customer service, scoring well in the secret shopper series, and offering 24/7 lifetime support for their customers.
What was the outcome of taking the PC to the first Best Buy location?
-The first Best Buy location refused to take the PC for service, claiming it was a custom-made machine and that they only work on pre-built computers or custom-built computers that they sell in their stores.
What was the main problem with the service provided by the second Best Buy location?
-The main problem with the service provided by the second Best Buy location was that they misdiagnosed the issue as a software problem and suggested a hardware repair, charging the customer for unnecessary services and not resolving the actual issue.
What was the approach of the small business, Black Lab, to fixing the PC?
-Black Lab approached the problem by completely reloading the software and reinstalling all the drivers, which managed to quiet down the fans but did not address the specific issue with AVX support needed for running Hell Divers 2.
What was the final resolution to the problem with the Origin PC?
-The final resolution was a combination of Keith from Black Lab addressing the fan noise issue and the customer later realizing that the AVX setting needed to be enabled in the BIOS to run Hell Divers 2 properly.
What giveaway is Origin PC offering at the end of the script?
-Origin PC is offering a giveaway of a Neuron desktop, similar to the ones used in the video, equipped with a Core i9 49900k and an RTX 4090.
What is the general advice for dealing with PC issues according to the script?
-The general advice is to have a clear understanding of the problem and to communicate effectively with the service provider, whether it's a big-box store like Best Buy or a small business like Black Lab, to ensure the correct diagnosis and resolution of the issue.
Outlines
💻 Origin PC's Customer Service Experience
The paragraph discusses the customer service experience with Origin PC, a high-end gaming computer manufacturer. It highlights the issues faced by a user whose top-of-the-line gaming machine was not performing up to expectations. The user's friend attempted to fix the problem but ended up exacerbating the situation. The narrative contrasts the experience of dealing with a big box store's service department versus a small business, as two identically broken systems were taken to Best Buy and a local mom and pop shop for repair. The problem lies in a loosened cable that caused overheating and RPM monitoring issues for the fans. The user is left wondering where to turn for help and the story sets up the experiment of comparing the two repair services.
🛠️ The Repair Dilemma: Big Box vs. Small Biz
This paragraph delves into the dilemma faced when choosing between a big box store like Best Buy and a small business for computer repair. The user describes the encounter at Best Buy, where the staff initially refuses to work on the custom-built machine, creating confusion and frustration. The user's friend pretends to be ignorant about the computer's issues, providing a steam account with a specific game that requires AVX support to help diagnose the problem. The paragraph explores the challenges of determining whether a problem is hardware or software-related and the fear of further damaging the system. It ends with the user expressing uncertainty about the effectiveness of the repair attempts and the high costs associated with computer service.
💡 Misdiagnosis and Overpriced Solutions
The paragraph focuses on the user's experience with Best Buy's repair service, highlighting the misdiagnosis of the computer's issues and the overpriced solutions offered. The user is charged for a large amount of thermal paste and software repair, despite the hardware being fine. The service involves reinstalling the operating system and applying a large amount of thermal paste, which does not address the underlying problem. The user is left dissatisfied with the service, questioning whether the problem was truly solved and criticizing the cost of computer repair services. The paragraph ends with the user expressing the desire to start their own tech shop to provide proper computer repairs.
🔧 Small Business Repair: A Different Approach
This paragraph contrasts the previous experience with a small business, Black Lab, which takes a different approach to diagnosing and fixing the computer. The technician, Keith, quickly identifies the issue as related to the fans being overly loud and the system running slow. He efficiently reloads the computer and installs necessary drivers, managing to quiet the fans but not addressing the AVX setting required for a specific game. The user is satisfied with the efficiency and personality of the service, but remains concerned about the performance of the machine and the missed underlying problem. The paragraph ends with the user considering the possibility of further assistance from Keith over the phone.
🔄 Hardware Issues Overlooked, Software Fixed
The paragraph discusses the user's follow-up with the computer repair from Black Lab. While the technician, Keith, managed to fix the fan noise issue, he overlooked the hardware problem related to the USB header that was pulled off. The user expresses disappointment that the performance issues were not fully addressed and that the repair did not include fixing the AVX setting for the game 'Hell Divers 2'. The user also criticizes the installation of unnecessary software and the failure to replicate the system's original state. However, the user acknowledges Keith's willingness to provide further assistance over the phone or fix the issue for free if brought back to the shop.
🎮 Performance Expectations and Giveaway
The paragraph concludes the user's experience with the repaired Origin PC, discussing the performance expectations from such a high-end system. The user tests the system's capabilities, particularly 4K gaming performance and the effectiveness of the machine's powerful components. The paragraph also mentions the giveaway of an Origin PC Neuron with similar specifications as the one used in the video, encouraging viewers to participate. Finally, the user reflects on the overall experience with computer repair services, offering insights that could help others in similar situations.
📝 Final Thoughts on Customer Service
In the final paragraph, the user shares final thoughts on the customer service experience, reflecting on the lessons learned from the repair processes at both Best Buy and the small business. The user acknowledges that their experience may not be representative of all such services but finds value in the insights gained. The paragraph ends with a thank you note to Origin PC for sponsoring the video and a mention of a related secret shopper video featuring Origin PC.
Mindmap
Keywords
💡Origin PC
💡Gaming Machine
💡Technical Support
💡Overheating
💡Customer Service
💡Hardware Issue
💡Software and BIOS Issues
💡Thermal Paste
💡Steam Account
💡Custom PC
💡Performance
Highlights
Origin PC赞助视频讨论了他们的高端游戏机的性能问题。
如果拥有Origin PC，用户可以使用他们全天候的终身支持服务，而不是去技术商店。
视频比较了大型连锁店和小型家族企业在计算机维修服务上的差异。
讨论了一台PC的性能问题，包括过热和风扇全速运转。
一个非技术人员试图修复PC，导致了更多的问题，包括驱动程序回滚错误和BIOS设置不当。
Best Buy拒绝了一台高端PC的维修服务，因为它是由Origin PC这样的品牌直接制造的。
在另一家Best Buy，他们愿意修理Origin PC，但对于自定义PC的态度仍然存在疑惑。
小型家族企业（Black Laab）的技术人员能够快速诊断并修复风扇噪音问题。
Best Buy在没有解决问题的情况下收取了用户200美元的费用。
Black Laab的技术人员通过重新安装系统解决了风扇问题，但没有解决AVX支持问题。
用户对于花费在计算机维修上的费用表示不满，并考虑购买新机器。
讨论了自定义PC和品牌PC在维修服务中的不同待遇。
技术人员在修理过程中可能会遗漏一些硬件问题，如未连接的电缆。
用户对于在修理后的PC上留下的指纹和热膏表示不满。
Black Laab的技术人员在后续电话中快速解决了AVX支持问题。
Origin PC提供的高端游戏机在性能上表现出色，尤其是在解决了技术问题后。
视频最后讨论了从Origin PC赢得类似视频中使用的高端PC的机会。
Transcripts
why would origin PC sponsor a video
where their top-of-the-line gaming
machine performs like
this well maybe because it
doesn't hey there we go that's better
the neuron should be getting hundreds of
frames per second in CS2 and ours would
have if we hadn't given it to our techy
friend 2 fix and gotten it back worse
than before of course it arrived from
origin in perfect working order but well
we'll get to that it's a really common
situation and for many people the next
move is to prepare their wallet and head
to the tech shop if they had an origin
PC they could just use their 24/7
lifetime support but if they don't have
an origin PC well the big question is
where do you go the service department
at a big box store would surely have the
processes and tools to diagnose and
repair your PC but on the other hand
maybe the veteran Tech at the mom Pop
shop down the road is best equipped to
evict your systems
Gremlins yeah we couldn't decide which
route to go either so we dropped off two
identical and identically broken systems
courtesy of origin to compare big box
versus small business but before we get
into the results we need to know the
problem let's take a look at the messes
that we're going to be handing over I'm
that friend everyone asks for tech
support but I don't mind helping to set
up such a beautiful
machine it looks so
fast and it
is but it's a little loud okay I've
watched a lot of videos about system
tuning and I know what this
means
overheating that is where everything
went from oops to
OMG that cable that was loosened during
unpacking handled communication between
the PC and our Cooler's I Q Link system
Hub so that knocked out RPM monitoring
for our fans meaning it's Full Throttle
o clock all the time now a quick reality
check before we go further the link AIO
and fans all have temperature probes in
them so this Behavior doesn't normally
happen but in general a hub running full
speed due to a loss of signal is a very
common scenario and one that should be
easy for a technician to rectify too bad
our friend isn't a technician first they
tried rolling back the Nvidia driver to
the earliest one available Unfortunately
they did so without removing the
existing driver so not only did this not
solve the problem it created a new one
device manager is now reporting error
code
43 oops too bad my friend didn't notice
then they ran C cleaner and started
uninstalling stuff in hopes that it
would help which it did not friendo was
running short on ideas by this point so
they dug around in the Bios and disabled
everything they could find that would
cause extra heat in hopes that the fans
would slow down and for good measure
they also locked the core clocks as low
as they would go it's too bad the LTT
hat Pro doesn't make you smarter just
more water resistant LTT store.com now
as a pretty average buyer of a pre-built
system I don't know any of what my
friend did and even if I did I wouldn't
understand what it meant all I would
know is my games are unplayable they
crash and my system is as loud as a
vacuum
cleaner I would have no way of knowing
is it a hardware or a software problem
or even how to tell the difference and I
would probably be scared of damaging it
any further now I could contact the
manufacturer and for a brand new pc
that's probably a pretty good bet origin
PC has scored well for customer service
in our secret shopper series origin PC
what can I say wow A+ a nail under 10
minutes and bacon face mask 24/7 A+ and
they have free lifetime support but not
everybody has a brand new PC or An
Origin PC for that matter now of course
what we actually are dealing with here
is a software and bios smess and one
loose cable the quickest way of fixing
it then would be to plug the cable in
clear the SOS and reinstall Windows but
it can also be fixed without doing
either of those things if you know
exactly what we did the texts of course
don't so let's listen in and see what
kinds of conclusions they drew starting
with the langly Best Buy hey so I bought
this off of a friend a couple days ago
and it's been giving me problems when
I've been trying to play games on it um
they're just running super slow and the
thing sounds like it's going no um chew
who bought it um from origin I believe I
thought butas it from no no no no is a
custom made right uh um I'm not sure he
he bought it and never even took it out
of the box it's a yeah put a sticky note
here with my steam in case you need to
get in there like when you play games
they're lagging or they're super slow
yeah super slow one of the games I have
hell divers 2o when I open it it just
crashes and it says something about the
CPU being bad or something I'm not sure
chewy did a really good job of both
playing the ignorant customer who has no
idea what he's talking about while also
putting out a nice little trail of
breadcrumbs for them to follow in order
to diagnose this issue he even gave them
access to a steam account that has a
specific game installed that requires
AVX support so they would get the error
message that would help them reconfigure
the BIOS we not taking
it excuse me I mean I guess right like I
can't force you to work on something you
can just be like no look this job is not
right for us maybe take it somewhere
else but we we are not taking it it's a
little direct we're not working on
custom
Bill he says you know what up like that
because we have those parts from the
brand directly with manufactur warranty
okay fortunately I'm really sorry for
that but that be okay he tried to soften
it a little bit some called
memory mem the shop nearby they do B C
and stuff like that on the one hand I
kind of get his rational now look we
don't necessarily have access to
replacement parts for this thing on the
other hand if you're going to recommend
that I go to another shop can you at
least tell me the actual name of the
shop ah the irony of not being able to
remember the name of memory
something Express that's it so we just
got told to leave essentially at the
first Best Buy that can't be policy
Emily is that that's not policy is it no
we called them afterwards and they told
us that yes they actually absolutely do
work on like pre-built computers or and
also custombuilt computers that they
they don't sell in their stores you know
what I bet it's about they probably saw
how high-end it was looked at the issues
that we were having with it and went
this thing's haunted and just didn't
want to deal with it cuz you make a
mistake on a you know $600 office box
okay what that's a $50 mistake or a $100
mistake you make a mistake on on a you
know 5,000 6,000 Canadian dollar gaming
rig let's move on drop off this time at
the Best Buy on King George Highway
heyel is this big is this what do you
want to do now get it fixed whatever
whatever it needs chewy really does play
the ignorant customer extremely well he
has like strong trust fund kid Vibes
I've got this like crazy machine I just
like you don't know fix it I guess sure
whatever JW's our community coordinator
by the way so if you ever see a reply on
Reddit that's not from me it's probably
from him St
or a monitor it's an interesting
question do you hook it up to a TV or a
monitor unless they were trying to help
figure out if we were plugged into the
onboard GPU or the dedicated graphics
card maybe it's a custom leave order uh
I I bought it off a friend I'm not sure
what is a custom PC they won't look at
it wait this is an interesting
distinction
and I can kind of see where they're
coming from but even at this second Best
Buy location they're drawing a line
between a system that was built of
custom parts by an experienced
integrator Like An Origin PC and a
system that could be built of the exact
same Parts but by the individual user
and in that case it's not about the
value of the parts and the risk of you
know breaking them or the difficulty
finding Replacements because they're
willing to work on an origin PC they
just don't want to work on potentially
those exact same Parts if you put it
together yourself and maybe bungled
something up because who knows you could
be trying to blame them for it if you
bent a pin in the socket or whatever the
case may be they've probably run into
some horror stories working on custom
PCS
you so my friend tried but he moved just
before just after he sold it to me it
seems almost seems like what he did made
it worse I don't really know what he did
and the thing is if you've ever worked
in a tech shop you will know exactly how
common this kind of scenario is oh yeah
my friend or my nephew or my uncle
worked on the system and like I don't
know what they did and you see all kinds
of wild things that supposedly techy
friends and family members will do to
systems they're well-intentioned they
just don't really have familiarity with
the hardware this is not a software
issue so it's kind of a hardware issue
we need to ship it out to
the what you can't tell me that you know
what kind of issue it is without even
like turning on the system then again
what I suspect is that they just don't
want to deal with it there in the store
they want to send it to the depot so
they're just telling us anything that it
takes to get us to accept that this
needs to go to the depot so that they
can just kind of go yeah fancy expensive
system I don't want to deal with it I
send it away to the other guys P
shipping and diagnosis it's $100 man 100
bucks to even start to do anything do
you have any important data that's a
good question they're going to call you
after diagnos do you want to sign up for
the wait what sign up for membership
hopefully you're going to fix it I won't
need a membership to Best Buy the whole
drop off process at the second Best Buy
took about 20 minutes half of which was
filling out paperwork they did log the
issues that we had with the machine and
they gave us a case ID and a phone
number we could call to get updates but
we're still having a hard time figuring
out exactly what Best Buy's policy is
with respect to working on custom PCS
versus just OEM PCS from HP Lenovo and
the like when we called the main line
they said no there's no reason that they
wouldn't look at a completely
custombuilt PC let alone one that was
built by a system integrator but both of
the stores we talked to were like whoa
whoa whoa whoa whoa when it came to
working on custom PCS and only one of
them was willing to work on our origin
now for the one I'm more excited about
let's listen to the drop off at black
laab which you guys may recognize as the
mom and pop shop that we bought all the
old inventory from a couple of months
ago Keith seemed like the kind of battle
hardened technician that should be able
to make short work of this but only the
result results matter and let's see what
they are what's going on with it right
to the point um so first of all it's
insanely loud and I feel like that's not
right and it's it's running slow in
general but especially trying to run
games like it can't even run anything
really really yeah SSD obviously I'm not
sure huh first thing he asks is do you
have an SSD that makes a ton of sense
it's really interesting how the kind of
shop you go to
dictates the kinds of questions they ask
just like secret shopper you know Dell
is asking questions like are you buying
an entire fleet of these things do you
want on-site service whereas a custom
builder like origin PC is asking what
games do you want to play and what FPS
do you want to play them at so in the
same way Keith probably sees a lot of
15-year-old machines so he wants to know
okay is there anything obvious that's
making this thing dog slow like does it
have a hard drive and also do I even
want to work on another machine that has
a hard drive in it wait you know 10
minutes for an application to install
you didn't even take it out of the box
interesting what yeah how
much uh that's hilarious chewy doesn't
know how much he paid for it like 3K he
just made up a number yeah he was moving
away so we just want to get it off his
hands but it's not running right nope
maybe that's why he wanted to get it
off yeah for now so it goes into Windows
yes and then everything goes is there a
password no but my steam info is Hest
sticky note there perfect I'm going to
go home
tonight I can't believe neither of the
best buys called chewy on giving his
steam credentials whereas kei's like Yo
dude the low points for professionalism
but high points for efficiency the whole
interaction with Keith took less than
five minutes is it a 49 you know uh I
don't know we get this video part
10 I'm just kidding that
oh man
see I don't know Keith very well but
I've spent enough time with him to know
that I think he's honest enough that he
wouldn't actually just swap out the
hardware in someone's machine who
obviously has no idea what they have but
he's also smart enough to see that this
is someone he freaking could if he
really felt like it awesome all right
okay thank you take care of just as I
remember him an efficient troll now it's
time for pickup Chewy was sick that day
so we sent in llo to grab the machines
starting with Best Buy so I just want to
SC can I see the document that they're
looking at please yep my goodness we got
a whole
folder jeez motherboard uh the hard
drive Ram everything is good so this is
the T P okay wait a second whoa whoa
whoa whoa whoa whoa whoa whoa whoa whoa
how much did I pay for this whole tube
of thermal paste of which you guys used
one tiny dollop they sold me a giant
tube of thermal paste because they Reen
read the
cooler really how much did I pay for
this 20 bucks in thermal paste that
wasn't even the problem you guys okay uh
nothing wrong with the hardware just the
pH like you know the overheating was
causing the problem overheating was the
problem no you put on new thermal paste
you think you solved the problem but H
we're about to look at this machine and
I don't think we're going to find the
problem solved if they think overheating
was the problem if anything under
heating was the problem we had too much
cooling fans they played the game for a
little while and see how it goes they uh
kept it on like you know the computer
for almost like you know more than 24
hours you to sees anything happening
passing anything okay all is good I'm
afraid I don't really understand what
they're saying so they reimbursed me the
hardware repair
and then charged me almost double for
software repair because they reinstalled
the operating system they made no
mention of Bio settings no mention of
the loose link Hub cable they charged me
20 bucks for a gigantic tube of thermal
paste that I think it's pretty clear
from the way that I'm talking about this
system I have no idea what it is I am
never going to use did they even solve
the problem you had the lot of fan so
the fan like over the time you were B
noise oh oh the fans were noisy yeah
yeah because say you had three here
three here six oh just a lot of fans in
it yeah so that is normal
there more fans is not more noise yeah
we have 12 fans which means they should