Laptop Geniuses

Mr*** ***
The customer brought in a computer on the 11/ /2016, with a complaint saying that someone has logged into his computer and that he had viruses, we told him that we will call him with the diagnoses and give him updates.( our request form that was signed by the customer
states the turnaround time $with turnaround time to business days)
He had basically installed windows at the time when there was a free windows upgrade, it was a weekend so we called him on Monday 14th which is letting him know that we will have to install new O/S Windows as he had upgraded to windows free he will have to buy the windows this timeWe told him the estimate would be Installing fresh Windows and backing up his data would be $200.00, he agreed on windows 7, in order to make his Computer work
He called the next day saying that he does not know us and does not want us to repair his computer and used inappropriate language, we had already started work on his computer, and his computer having a key for Windows had installed windows according to his agreementHe came in to our store to get his computer back, we asked him for the diagnostic charges $45.00,as we had already spent a couple of hours on his computer, for which he had already signed (the signed copy is enclosed) he started to threaten and said that he was from the FBI and we don’t know what he can do and will take us to the court
We have always tried to satisfy our customers, we usually waive the diagnostic charges, but we had already spent a couple of hours on his computer, he was not polite at all and was threatening and using inappropriate language