The Laptop Specialist

[redacted] Thank you for your communication We haveenjoyed having you as a customer for years and have helped you through manycrisis situations The last time whenyour machine crashed with a bad HDD and you were in a time crunch due to yourhusband being in Afghanistan Considering our year history of business and years with you as acustomer, I’m sure you realize that our professional service and systems of checksand balances make the situation that you are implying as impossible - 3pm you checked your machine into ourGulfdale location.- S/N and machine info entered into our systemwith your notes of fan noise - Machine went to waiting for Diagnosis We do this with every machine to validatethe customer’s issue.- Your machine goes to diags We disassembled your machine redid thethermal paste on your CPU/Heatsink and cleaned out your fan Reassembled and ran it through a stresstest Machine didn’t overheat but fan bearingswere running at 75% of spec RPM’sOrdered the fan and machine was in a box waiting for parts - Fan arrived, machine disassembled, Redid thermalpast and installed new fan Reassembledand tested on stress test Stress testsare outside of windows - approx 11am called you that machine wasready, and it goes to our secure closet of machines waiting on customer - approx 1pm you arrive with your husbandto pick up machine I greet you both andtalk to you about sitting down and going over your machine logs to show you theactivity recorded with your machine’s historyYou refused, I said please give me a call and we would be glad to showyou how to look at those logs [redacted] , we service many Defense, law enforcement, localexecutive business machines etc and have for years We have always run a secure and ethicalbusiness and we are sure that as you see our chain of custody with yourmachine, and the logs of your machine there was no breach of your machinehere There is a specific timestamp ofall activity when your machine is turned on to its shutdown Thesituation that you describe is more likely to happen when your email iscompromised This happens when you clickan attachment or link that has spyware or malware, or you might have a weakpassword used at multiple sites You canrequest the IP address of the system that initiated the contact with the sitethat you are talking about and tell exactly where and when it wascontacted We replaced your fan anddiligently serviced your machine in the communicated time We actually paid expedited shipping to getyour fan here faster and did not pass that cost on to you Thank you so much for your patronage [redacted] ***The Laptop Specialist

[redacted]                 Thank you for your communication.  We haveenjoyed having you as a customer for 6 years and have helped you through manycrisis situations.  The last time whenyour machine...

crashed with a bad HDD and you were in a time crunch due to yourhusband being in Afghanistan.  Considering our 33 year history of business and 6 years with you as acustomer, I’m sure you realize that our professional service and systems of checksand balances make the situation that you are implying as impossible.  - 010615 3pm you checked your machine into ourGulfdale location.- S/N and machine info entered into our systemwith your notes of fan noise.  - Machine went to waiting for Diagnosis.   We do this with every machine to validatethe customer’s issue.- 010715 Your machine goes to diags.  We disassembled your machine redid thethermal paste on your CPU/Heatsink and cleaned out your fan.  Reassembled and ran it through a stresstest.  Machine didn’t overheat but fan bearingswere running at 75% of spec RPM’s. Ordered the fan and machine was in a box waiting for parts.   - 010915 Fan arrived, machine disassembled, Redid thermalpast and installed new fan.  Reassembledand tested on stress test.  Stress testsare outside of windows.  - 010915 approx 11am called you that machine wasready, and it goes to our secure closet of machines waiting on customer.  - 010915 approx 1pm you arrive with your husbandto pick up machine.  I greet you both andtalk to you about sitting down and going over your machine logs to show you theactivity recorded with your machine’s history. You refused, I said please give me a call and we would be glad to showyou how to look at those logs.  [redacted], we service many Defense, law enforcement, localexecutive business machines etc… and have for 33 years.  We have always run a secure and ethicalbusiness and we are sure that as you see our chain of custody with yourmachine, and the logs of your machine there was no breach of your machinehere.  There is a specific timestamp ofall activity when your machine is turned on to its shutdown.   Thesituation that you describe is more likely to happen when your email iscompromised.  This happens when you clickan attachment or link that has spyware or malware, or you might have a weakpassword used at multiple sites.  You canrequest the IP address of the system that initiated the contact with the sitethat you are talking about and tell exactly where and when it wascontacted.  We replaced your fan anddiligently serviced your machine in the communicated time.  We actually paid expedited shipping to getyour fan here faster and did not pass that cost on to you.   Thank you so much for your patronage [redacted]The Laptop Specialist