This guy should get FIRED!! - $1500 Gaming PC Secret Shopper pt3

  • Published on Dec 18, 2018
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    We fake a rather simple technical issue and observe how effectively each System Integrator's tech support can resolve it.
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    HP Omen:
    iBuyPower i5 Configurator:
    Origin PC Chronos:
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    Intro Screen Music Credit:
    Title: Laszlo - Supernova
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    Outro Screen Music Credit: Approaching Nirvana - Sugar High
  • Science & TechnologyScience & Technology

Comments • 11 401

  • Linus Tech Tips
    Linus Tech Tips  3 months ago +3519

    Thanks for watching guys! Hope you're all enjoying the series so far.
    iBUYPOWER posted a response to our video here:

    • Tim Everhart
      Tim Everhart 3 days ago

      Your comment was priceless.

    • Guy Jordan
      Guy Jordan 19 days ago

      Accountability hurts but it doesn't have to be terminal. iBuyPower took a TKO here and have to rebuild from less than zero. If they are serious about fixing the company they need to rebrand.

    • TheAdamGore
      TheAdamGore Month ago

      One shitty employees attitude should not reflect on the whole company. Especially since they were so quick to either reprimand or fire him. (depends on what state). Good of Linus to pin their response.
      Thanks for making this series too !

    • Ezydenias
      Ezydenias Month ago

      the unplug part always gets me because if you unplug the system the case isn't grounded anymore. So technically you should keep it on and only flip the switch but than again technically you have to make sure it is unplugged to even operate it according to safety laws unless you are certified to work under 110/230/400V Voltage.
      So what is the super correct way, I am just nitpicky here.^^

    • Braden Fitzpatrick
      Braden Fitzpatrick Month ago

      Can you do this again but with laptops from companies

  • Ben Duong
    Ben Duong 5 hours ago

    amazing series oml

  • Cam Krasner
    Cam Krasner 9 hours ago

    i like how the pistol (clearly not real, airsoft or pellet) is pointed DIRECTLY at the camera.

  • Alcatraz Namikaze

    does Janice smile 24/7?

  • BeeTheImmortal
    BeeTheImmortal 2 days ago

    That intro is still amazing

  • GlowBox
    GlowBox 4 days ago

    *excuse me motherfucker*

  • Channel?R
    Channel?R 4 days ago

    oh yea fuck my asss

  • Paul Webster
    Paul Webster 4 days ago +1

    half a dozen people at alienware.... none of them English-as-a-first-language speakers

  • charles crowe
    charles crowe 4 days ago

    I have to call dell maybe once a month for clients and this is the exact experience I get with them.

  • kpikid
    kpikid 4 days ago

    Welcome to outsourced overseas technical support.

  • joseph tudisco
    joseph tudisco 5 days ago

    Janice, if you’re reading this, for being able to deal with all that technical support with a smile on your face the whole shows that you are a legend!!

  • Isaiah Toms-DeSouza
    Isaiah Toms-DeSouza 5 days ago +1


  • Alexandru Alexandru
    Alexandru Alexandru 5 days ago

    When I call and hear " ma`am " I just hang up

  • Marno Night
    Marno Night 5 days ago

    Janice is the true hero here.. God Bless her XD I should subscribe too...

  • ThaSingularity
    ThaSingularity 7 days ago


  • Aria Song
    Aria Song 7 days ago

    reminds me of when my PC was brand new and I had to figure out how to use a dual monitor setup with one of my displays hooked up to my motherboard, it took a friend of mine telling me that with some motherboards you can go into the BIOS settings to enable functionality with both the GPU ports and on-board ports

  • Lalo
    Lalo 7 days ago

    LOL Linus is just getting more and more pissed as the video progresses. I am both mad and laughing my ass off at the same time.

  • Don Wilson
    Don Wilson 8 days ago

    Some of these companys in this video have had bad reviews for years so none of this suprised me. I was given a Omen as a present a year ago it was ok not worth what they charge for it by no means. I donated it to the local veterens outpatient clinic.

  • King Peakin
    King Peakin 8 days ago

    Janice :wet:

  • RW Photo
    RW Photo 9 days ago

    omg ibuy really now...

  • peace channel
    peace channel 9 days ago

    Thank you Linus & your whole team for doing this, please do more series like these in the future.
    An idea for example: buying motherboards from different brands because there are many reviews on Amazon & Newegg about DOAs, horrible CS etc, it's almost like a trend to have DOAs, not a single motherboard model which hasn't got DOA reviews. Unfortunately most of the major brands are so full of themselves, they don't honor their warranty!! I think they will only learn the hard way!!!

  • CthulhuWorshiper
    CthulhuWorshiper 9 days ago

    Man, i would pay money to see the face of the guy when he got shown this video in the "you're fired motherfucker" meeting

  • shaybob1711
    shaybob1711 9 days ago

    I went through the same transfer bullshit with Dell years ago and vowed to boycott them forever.
    After waiting 30 days for a custom PC I received a message saying it was delayed 30 days because the screen wasn't in stock. No big deal, shit happens. 30 days later (60 days after ordering the PC) I received another message it was going to be another 30 days, so I decided to call and find out what was going on.
    After transferring me at least 20 times they ended up transferring me back to the original rep I talked to. When I asked for a manager he said "they left for the day" even though it was a 24/7 call center. They said it was because it was his manager, so I said to transfer me to someone who's manager was actually in at the moment. Ironically after I asked to be transferred they refused to do so and hung up on me.
    Long story short, I ended up having to search for the phone number to a physical Dell building in the US (Texas) for me to get a hold of someone who actually took me seriously and finally connected me to the correct person who could fix the issue.
    The next day Dell cancelled my $2500 order and refunded me the money. Not that I was mad I didn't have to deal with them anymore but that is still fucked up that they would cancel the order after I finally found someone who was willing to help me.
    That poor woman tried everything to get me to re-order the computer going as far to offer it to me for $1500 but I was so done with them that I told her to keep the order cancelled and I went to Sager instead.

  • maplenet2
    maplenet2 11 days ago

    I work as an IT consultant assistant and my record time with Dell support is an hour and fifty minutes. Most of that time was being put on hold (with their sick elevator music) and having to be transferred five times. Dell = the best

  • skins4thewin
    skins4thewin 11 days ago

    LOL wow... the customer support is absolutely laughable. How can these companies be THIS incompetent? Seriously? This video needs to be sent to these companies so they can be shown that they need to seriously overhaul their customer support systems.

    • skins4thewin
      skins4thewin 7 days ago

      +Lalo Oh yea no doubt, I think most ppl watching these types of vids probably would. There is just too much opportunity for ppl to get ripped off who don't know anything about this stuff.

    • Lalo
      Lalo 7 days ago +1

      Just to let you know, they did watch it. iBuyPower even responded on Twitter, addressed mostly everyone asking questions on that tweet, and personally apologized to Janice. So mission accomplished I guess. I would still rather build my own PC.

  • skins4thewin
    skins4thewin 11 days ago +1

    Ok, so this is why you don't cheap out by hiring foreign customer support agents.

  • Sir Goldalot
    Sir Goldalot 11 days ago

    I really love the epic music whenever they figure out the very basic issue

  • Per Krem
    Per Krem 12 days ago

    Like 10-12 years ago i ordered an ibuypower prebuilt and it wouldnt give me any picture. I could see in the window that the GPU wasnt seated properly and i called tech support. They seemed to have me talking to someone who knew less about computers than Janice did going into this and told me a number of times that i couldnt open the case and reseat the GPU because it would void my warranty. I was told to send the whole PC back to them instead. I ended up doing it myself and promised never buy anything from them again.

  • Jim Reida
    Jim Reida 12 days ago

    I can personally testify to Dell's commitment to continuing horrible customer service through 15+ years worth of Alienware products I have owned. my last experience I ordered a custom configure $2,700 Alienware 17 r4 laptop. it arrived upon powering it up all the fans were running 100% this thing sounded like somebody spooling a jet. I spent months back and forth with the forums in the phone tech and being transferred and lied to and then being told they would schedule a tech representative after 2 individual diagnosis phone calls that took two plus hours each. it was I believe 13 months later finally somebody showed up they said they had parts that they needed to replace that were on backorder. the guy showed up he did not have the parts. as it were I rescheduled I brought my computer to work and during my lunch break went through the teardown process with the gentleman watching him come to find out they never removed the plastic protection from the thermal strips. and a couple of them we're actually bent and not actually touching the proper components anyway. The main processor was not seated properly so only about 15 to 20% of the surface area was actually touching the heatsink. I made several calls attempting to get some form of compensation return something and I received nothing but fake promises to call me back. They always transferred me to some very foreign sounding tech support people who wanted to further verify everything six ways from Sunday and told me that they would have to transfer me to somebody else after 45 minutes of just a horrible grammar and speech problems and not being able to effectively communicate. it literally felt as though I had somebody just playing stupid in an effort to irritate me so I would hang up. in the end when I did get in touch with a coherent person they saw absolutely zero problem with them sending me a system that could have very well burnt itself completely up.

    • Jim Reida
      Jim Reida 12 days ago

      in follow-up if it would be of interest I still have pictures from the process of tearing it apart and then having to buy all new thermal paste and thermal tape/ pads. and again they felt there was no problem with me having that system for more than one year and having that complaint with them for that. and then not getting anything done about it. it was as though they blew me off promising some kind of support to get me out of the return period and then just ignored me after that.

  • Jeffrey
    Jeffrey 12 days ago +1

    Janice is doing an amazing job here! Even after the 4th guided disassembly she pulled off the PC noob perfectly. She even tried to help that "I'm not gonna offer any advice to noobs"- guy by giving little hints. I'd say she has some acting skills for this kind of thing!

  • David Thomas
    David Thomas 12 days ago

    Omg Dell support. The sad thing is their EMC support is just as terrible. Couldn't get a hold of sales rep. Called their support for a new monitor broken out of the Box. 90 minutes to get them to send me an RMA box via post.

  • ROKA
    ROKA 12 days ago


  • Slipfilth666
    Slipfilth666 13 days ago


  • John Meise
    John Meise 13 days ago

    Lenovo is a fucking NIGHTMARE for support (they overtook HP? I think? So same BS support)....I had an issue with their mixed reality headset and it took a complaint to the BBB to get them to handle it. Now I will give them this; when I took it up with the BBB, they CALLED ME ON THE PHONE and it was someone IN the states that was in a management position of sorts at one of their offices and he handled that shit. But still, it shouldn't have taken a call to the BBB to get the issue resolved.

  • etniesdub
    etniesdub 13 days ago

    I work for contracting company that does Dell repairs, they are so fucking useless it's unreal. 1 out 50 people you talk to know what they're talking about.
    They send the wrong parts, they send broken refrubs, sometimes parts don't show up, they ask you to do the most ricdiculous troubleshooting steps that do nothing but waste your time.
    Jance ftw!

  • juselara02
    juselara02 13 days ago

    I used to work at a contact center multinational as an innovation and process improvement analyst. Let me get this straight: Contact centers are the biggest flop of customer services fo the century.

  • Parabola
    Parabola 13 days ago +1

    Typical overseas tech support. They are paying 4 dollars am hour for 6 people instead of at for 1

  • DreadsGaming
    DreadsGaming 13 days ago

    That Ibuypower guy is obviously just a lazy asshole who doesn't actually want to do his job. "Technical skill" my dick lol, anyone with two hands and half a brain can unscrew a side panel and reseat a stick of ram with even the most basic coaching. Jesus christ that was actually insane

  • Dustin Ray
    Dustin Ray 14 days ago

    omg the dell support is almost as bad as microsoft lmao XD

    • Blue
      Blue 9 days ago

      You should see Telstra ISP tech support in Australia longest call with those guys was 4 hours for something they ended up causing and they still had the audacity to try and charge me

  • Dustin Ray
    Dustin Ray 14 days ago

    hey linus you think you could help me out with a problem im having lol. i got a 1050ti and it runs fine till i open a game, every game i open it just crashes. ive done all driver updates, ive done ddu, ive tried a bigger psu, and scanned for any hardware incompatibilities and everythings fine but it still wont play any games o.o

  • Brian Sousa
    Brian Sousa 14 days ago +1

    IBuyPower employed "Lord Viper Scorpion". He personally sent 688 bots to downvote this video. The way he sees it...if you can't build a PC, haven't mastered Arch Linux and Red Hat Linux, you're not allowed to buy a pre built 🤣🤣🤣

  • Kirzan
    Kirzan 14 days ago

    17:00 Literally the first thing they teach in the IT school I went to. Give yourself breathing room with your deadlines so you 1: Have time to work, and 2: Are "early" instead of "late". You didn't even start touching PCs yet and you know this.

  • keoa
    keoa 14 days ago

    Linus, thank you for the series. This was very informative and interesting to see. It goes to show half of the companies are shocking and shouldn’t be running.

    OFFSTAGEMOCHA 70 14 days ago

    do these people not check if the people they hire has experience with pc's at all...or do they just go the cheapest way and just say fuck it

  • chaax
    chaax 15 days ago

    This reminds me of the nightmare of 7 call to metropcs just so I could get service on my new phone

  • Bob C. Cock
    Bob C. Cock 15 days ago

    ibuypower guy had an ibadday

  • Macul Synthelik
    Macul Synthelik 16 days ago


  • Evan Lagergren
    Evan Lagergren 16 days ago +2

    You should give Agent Janice from Accounting a hug since iBuyPower was a jerk.

  • Beltran Glover
    Beltran Glover 17 days ago +1

    Tech support is so terrible because many large companies consider it a "cost center" and they don't really want to give any support because of the expense, but they're forced to have it to remain competitive because other "original equipment manufacturers" (OEMs) give it.

    I worked in a tech support center for about 4 years for a large OEM, though officially we weren't the same company as the manufacturer, but they we were the only one we did support for.

    It can get worse than what you have in this video. We had one technician who routinely told everyone they needed to reinstall windows for any problem in order to get them off the phone. He'd have them insert the Windows restore disk, tap the keys or set the BIOS to boot off the CD and get them started on a reinstall of Windows. Then he'd say "oh, this will take about 30 minutes so I need to get off the phone now." He got a great number of calls per hour, wiped out people's software and settings and helped very few people and actually made their problems worse. He had great "productivity" though.

    The reason some of these techs are trying to get customers off the phone as quickly as possible is because the call center where they work probably has a strict quota for the number of calls they have to take per hour and which is probably very unrealistic. If they don't make their quotas they may be fired. At least where we worked, there was really no really great metric for evaluating quality but it was all about meeting unrealistic quotas to get rid of customers as fast as possible. The tech telling her to get someone else to help her just wanted her off the phone to make his quota.

    The dude sending Janice to sales probably just wanted to get rid of his problem quickly, also, and mark it as solved. That was also a fairly common approach to getting through a call quickly. If they're within 30 days, the customer can return the system. By sending them to sales for a piece of replacement memory (or for a system return) it is no longer the technician's problem and they get to keep their crappy $10/hour job and not get hassled by their supervisor or lose their lousy job which they probably need in order to make rent.

    We didn't always get very good technicians since the pay was fairly low and being on the phone with angry customers all day wasn't so fun. If you had a pulse and had seen a computer before you could get hired. Turnover was really high and management had no intention of doing anything to retain employees. You either got promoted or you burned out quickly on the low-end job of being on the phone and left. The pay didn't match the stress level at all.

    I feel bad for the people that have to deal with the terrible tech support. There are both good and bad technicians, so you might find a different experience if you phone back again on some of these. Being transferred back and forth is a company communication issue. Terrible support is also largely a company issue because the companies generally do the bare minimum they need to in order to remain competitive by saying they have some support while keeping price competitive.

  • Ya-Boi-Insanity
    Ya-Boi-Insanity 17 days ago

    alienware hires tech support scammers that don't know what to do for this company

  • Marc Martha
    Marc Martha 17 days ago

    Go janice! ✌️

    • Marc Martha
      Marc Martha 17 days ago

      She should definitly be on the Chanel more 🔥

  • TheYadnaught
    TheYadnaught 18 days ago

    Holy shit ibuypower :(

  • Taylor Netherland
    Taylor Netherland 18 days ago

    you tell em Janice!

  • Mark Ford
    Mark Ford 18 days ago

    Melodramatic 50's Hollywood theme with angry Linus is the best!

  • Johann G.
    Johann G. 19 days ago

    zero comments?

  • This is Pointless
    This is Pointless 20 days ago +1

    I'm sure Janice is in no way being farely compensated for this amount of torture, I really wish she would've got an attitude with the ibuypower guy, he deserved it so bad lol

  • JX
    JX 21 day ago

    Give Janice a raise

  • Kardula
    Kardula 21 day ago

    As someone who's spent 10 years in call centers. The dell experience is incredibly common.

  • 7Write4This9Heart7
    7Write4This9Heart7 22 days ago

    I LOVE this series! Hope you guys do more!!

  • 7Write4This9Heart7
    7Write4This9Heart7 22 days ago

    MAN, Alienware and Omen were grossly incompetent in general, and the iBuyPower guy was so rude and condescending! Yikes! Go CyberPower and Origin! They rocked!

  • Aigars Grass
    Aigars Grass 23 days ago

    how many people got unemployed xD

  • 1YangYing
    1YangYing 23 days ago

    From thumbnail I thought it was Ace Ventura with that shirt

  • Franklin Bolton
    Franklin Bolton 23 days ago +1

    Support calls this bad should be illegal, or have a way to get reimbursed for your time.

    NELSTAR HS 23 days ago


  • SohSinister
    SohSinister 23 days ago

    I cant stop laughing still..... 4 months later :)))))

  • Sid69Vicious
    Sid69Vicious 23 days ago

    Wow..! Some of these were so bad I almost cried

  • RackBaLLZ
    RackBaLLZ 24 days ago

    Janice is smoking hawt!! I can see why you chose her for the video 🤗

    • C. Riley
      C. Riley 19 hours ago

      I mean, probably because she'd never appeared on camera before, likely had an address unknown to any computer companies that LMG have had stuff delivered to, and because she was willing to spend 5 hours of her day on the phone to tech support.
      Sometimes women are chosen to do jobs for reasons other than their looks...

  • Bryan Weber
    Bryan Weber 24 days ago

    this video was awesome thanks guys!

  • TheDaringPastry1313
    TheDaringPastry1313 24 days ago

    Not a single person asked the customer if they had a hoodie on or to discharge any static built up by touching a metal object before touching any of their PC components....

  • The Don of Youtube
    The Don of Youtube 24 days ago

    Dell is what happens when you outsource work to literally any retard with a phone.

  • I do care
    I do care 24 days ago

    I hope You BuyPower hears this and hears Linus' reply lol... Then they play it for the engineer on his way out the door. He is obviously too good for his job. =P

  • I do care
    I do care 24 days ago

    If that was my relative, I would def help out... But it would be me getting on the phone telling that smug condescending Engineer off. Trying to watch my language. lol

  • agreen182
    agreen182 25 days ago +2

    I would like to have Janice’s phone number 😍

  • Peter A
    Peter A 25 days ago

    I called dell support one time to replace a monitor, the dude was fighting me, they had me send pictures with post it notes that had my name, order number and all this crap, finally after literally hours they said they would replace it.

  • Moe Lee
    Moe Lee 26 days ago

    Dell taking bronze. Wow! XD

  • James
    James 26 days ago

    I called HP tech support for an issue with one of my fans... the calls ended up being around 4 hrs of just transfers and repeating the issue to each department. 3 times i was hanged up on with no given reason. Gave up on the last hangup....

  • Rob Estey
    Rob Estey 26 days ago

    Janice rocks.

  • steve cobb
    steve cobb 26 days ago

    Corsair Crystal Series 280X RGB CC-9011135-WW Black Steel/ Tempered Glass Micro-ATX Case Computer Case
    $6.99 Shipping
    ASUS Turbo GeForce GTX 1070 TURBO-GTX1070-8G 8GB 256-Bit GDDR5
    WD Black 2TB Performance Desktop Hard Disk Drive - 7200 RPM SATA 6Gb/s 64MB Cache 3.5
    CORSAIR Vengeance RGB Pro 16GB (2 x 8GB) 288-Pin DDR4 DRAM DDR4 3000
    MSI B360M PRO-VD LGA 1151 (300 Series) Intel/Micro ATX Intel Motherboard
    $3.99 Shipping
    WD Black NVMe M.2 2280 250GB PCI-Express 3.0 x4 3D NAND (SSD)
    EVGA SuperNOVA 650 G3, 80+ GOLD, 650W Fully Modular PSU
    CORSAIR Hydro Series, H100i RGB PLATINUM, 240mm,AIO water cooler.
    Intel Core i5-8600K Coffee Lake 6-Core 3.6 GHz
    Windows 10 home 64bit
    109.99 (much cheaper on ebay)
    Subtotal (10 Items): $1,522.69

  • World Known
    World Known 26 days ago

    I still have a bad taste in my mouth from the match fixing iBP's CS team did years ago. If I were to ever consider recommending or even buying a prebuilt, at least I know what brand to not mention.

  • Greg Specht
    Greg Specht 26 days ago

    Good to know I can depend on HP tech support for free RAM. 👌

  • 786toronto
    786toronto 26 days ago

    @10:50 Now i have tons of more respect for Linus--- MotherF****r !!!! perfectttt!!!

  • 06racecar60
    06racecar60 27 days ago

    Janice deserves a pay raise for Hp lack of support! ;)

  • David Mendez
    David Mendez 27 days ago

    R I P Ibuypower dude

  • TheMrKlassy
    TheMrKlassy 27 days ago

    She's cute. Is that Linus wife?

  • zip zip
    zip zip 27 days ago

    how to get free from HP

  • Rose Juliette
    Rose Juliette 27 days ago

    Janice needs better pay for sitting through these calls. This is absolutely the worst job ever.

  • yasgamer
    yasgamer 27 days ago

    I had a totally different experience with my Omen laptop (in Europe). I filled in the form, got a call back, the agent asked me some follow-up questions (I had a broken screen, probably the cable). Afterwards, we planned a 2 day window to have my laptop picked up. The courier had a special box ready and took the laptop. After 2 weeks (in which I had some e-mail correspondence), it was sent back to pick up at a local shop, because I wasn't home a whole heck of a lot during that time and my signature was needed. Got an entire new top half of the laptop, and they even replaced the dummy SD card I left out. It turned out it was shipped all the way to their service center in Romania, which is why it took 2 weeks.
    All in all as good as a broken screen experience could have been.

  • nixxon3g
    nixxon3g 28 days ago

    iBUYPOWER dude needs to be fired lmao...

  • Gib The Grey
    Gib The Grey 28 days ago

    This video got someone fired

  • MaFd0n
    MaFd0n 28 days ago +6

    Insane how BAD support is at billion-dollar companies. Completely unacceptable!!! Tell your stake holders they get 1$/share less and at least provide your customers with basic tech support. I'm flabbergasted.

    • C. Riley
      C. Riley 19 hours ago

      Most of the companies in the UK are bringing customer support back into the UK now precisely because the results were so bad.

  • Nicholas Palmer
    Nicholas Palmer 28 days ago

    Me: My PC has a problem.
    Guy on the phone: Not my problem, go get a friend to fix it.

  • Chefies Bass Boosts
    Chefies Bass Boosts 28 days ago +1

    I feel like if you get an asian guy as your tech support service just quit the call

  • Chefies Bass Boosts
    Chefies Bass Boosts 28 days ago +1

    Hello Alienwere how may i not help you?
    Says there is only 8gb of ram instead of 1-
    Sorry ur not premium warranty lemme just move you (waits 15 minutes)
    Hello alienwere what is ur problem?
    I have a problem with ra-
    K lemme just move you loser

    Now repeat all of that and that summarizes Alienweres tech support

  • Jim Flagg
    Jim Flagg 28 days ago

    I use to work tech support and I know what that HP guy was doing. It is called handle time. Each time you transfer it brings your daily handle time down. I wish the managers of these companies would stop using handle time as the most important metric. If they would just use first call resolution as the biggest measure then there would be more satisfied customers.

  • cowboytrice
    cowboytrice 28 days ago

    I just want to say I love Janice for going through all of this. So much time wasted on hold. I feel bad for her at this point.

  • Tazzel
    Tazzel 29 days ago

    MainGear all day

  • AshrafAhmed
    AshrafAhmed 29 days ago

    This series is a blessing for real

  • Dilandau88
    Dilandau88 29 days ago

    I would LOVE to know the ramifications of these videos to these companies. Hard to watch

  • satya mcneil
    satya mcneil 29 days ago

    it's technical support not asshole support

  • Banner1986
    Banner1986 Month ago

    Condescending tech support = worst tech support.