PC Specialist Support

[CptLogical]

Hi,

I have (this is relatively irrelivant to the overall question) a Recoil II laptop with i7 8750H and 32GB of RAM - 1050Ti.
This is a work laptop that I personally recommended to the company I work for. I am strongly starting to regret this.

I unfortunately also made the recommendation to a close friend of mine as a 'gaming' laptop (16GB ram, 1060). He has been having big problems with his laptop lately that either indicate to myself that there is a powerdraw issue or a temperature issue. However, I do not do hardware support for a living, so I make no claims to be correct.

Either way, the laptop is completely powering off - absolutely no logs, mid-gameplay. This was describe to the support technician in an email.
How has he been treated thus far? Asked to run some temperature tests by using Supersampling (from Unity) and HWMonitor - result was ok and he was informed that there is no issue... WHAT?

I proceeded to tell him to push further, and he was then informed to run AIDA64 (for CPU temps) and the email that told him to do that said (paraphrasing):
"If this runs for an hour without fail, there is no issue"...

Seriously, you CAN NOT say that to an inexperienced user. There is an issue, its repeatable - using a few benchmarking / stress testing tools does not cover all basis.

I am extremely disappointed in the help that my friend has received thus far, and the issue continues. PCS - you need to be more careful in the language your support technicians use - also just saying 'run AIDA64 for an hour' - isn't describive - there are a lot of modes to AIDA64... also, please provide links to the tools - they should never have to google for a tool and not know if it is the correct one.

I will not be recommending PCS to anyone else in the future - you should never have to fight a support technication for your warrenty to be covered.

Does anyone have a suggestion as to how to move this support case forward?

 

[SpyderTracks]

Hi,

I have (this is relatively irrelivant to the overall question) a Recoil II laptop with i7 8750H and 32GB of RAM - 1050Ti.
This is a work laptop that I personally recommended to the company I work for. I am strongly starting to regret this.

I unfortunately also made the recommendation to a close friend of mine as a 'gaming' laptop (16GB ram, 1060). He has been having big problems with his laptop lately that either indicate to myself that there is a powerdraw issue or a temperature issue. However, I do not do hardware support for a living, so I make no claims to be correct.

Either way, the laptop is completely powering off - absolutely no logs, mid-gameplay. This was describe to the support technician in an email.
How has he been treated thus far? Asked to run some temperature tests by using Supersampling (from Unity) and HWMonitor - result was ok and he was informed that there is no issue... WHAT?

I proceeded to tell him to push further, and he was then informed to run AIDA64 (for CPU temps) and the email that told him to do that said (paraphrasing):
"If this runs for an hour without fail, there is no issue"...

Seriously, you CAN NOT say that to an inexperienced user. There is an issue, its repeatable - using a few benchmarking / stress testing tools does not cover all basis.

I am extremely disappointed in the help that my friend has received thus far, and the issue continues. PCS - you need to be more careful in the language your support technicians use - also just saying 'run AIDA64 for an hour' - isn't describive - there are a lot of modes to AIDA64... also, please provide links to the tools - they should never have to google for a tool and not know if it is the correct one.

I will not be recommending PCS to anyone else in the future - you should never have to fight a support technication for your warrenty to be covered.

Does anyone have a suggestion as to how to move this support case forward?

What were the temps when you were stressing it?

Have you done any maintenance on the laptops since you’ve had them? They will require annual clean out and likely need a repaste by now also.

 

[Tony1044]

What were the temps when you were stressing it?

Have you done any maintenance on the laptops since you’ve had them? They will require annual clean out and likely need a repaste by now also.

Whilst I agree with Spyder, that doesn't really seem to be a great response. And yes, intermittent (i.e. not instantly repeatable) issues can be a pig to resolve but one that is so easy to replicate should be dealt with in a more in-depth manner.

I'd suggest that your friend emails again asking for the issue to be escalated and detail what you've just said above - perhaps even post them to the URL of this very forum posting.

 

[ubuysa]

I have escalated this. The OP makes some very valid points.

 

[moosEh]

Hi,

I have (this is relatively irrelivant to the overall question) a Recoil II laptop with i7 8750H and 32GB of RAM - 1050Ti.
This is a work laptop that I personally recommended to the company I work for. I am strongly starting to regret this.

I unfortunately also made the recommendation to a close friend of mine as a 'gaming' laptop (16GB ram, 1060). He has been having big problems with his laptop lately that either indicate to myself that there is a powerdraw issue or a temperature issue. However, I do not do hardware support for a living, so I make no claims to be correct.

Either way, the laptop is completely powering off - absolutely no logs, mid-gameplay. This was describe to the support technician in an email.
How has he been treated thus far? Asked to run some temperature tests by using Supersampling (from Unity) and HWMonitor - result was ok and he was informed that there is no issue... WHAT?

I proceeded to tell him to push further, and he was then informed to run AIDA64 (for CPU temps) and the email that told him to do that said (paraphrasing):
"If this runs for an hour without fail, there is no issue"...

Seriously, you CAN NOT say that to an inexperienced user. There is an issue, its repeatable - using a few benchmarking / stress testing tools does not cover all basis.

I am extremely disappointed in the help that my friend has received thus far, and the issue continues. PCS - you need to be more careful in the language your support technicians use - also just saying 'run AIDA64 for an hour' - isn't describive - there are a lot of modes to AIDA64... also, please provide links to the tools - they should never have to google for a tool and not know if it is the correct one.

I will not be recommending PCS to anyone else in the future - you should never have to fight a support technication for your warrenty to be covered.

Does anyone have a suggestion as to how to move this support case forward?

Hello @CptLogical,

First of all my apologise for the issues your friend has had and also for the responses he has had.
It would appear, from what you have written, that our support has fallen well below our normal standards and I again I apologise for this. I would be very keen to see the emails if you/your friend is willing to forward them to me? I would also recommend we get his system back on a priority to resolve this matter as quickly as possible.