Dear Steve,

I would like to take this opportunity to thank you for your assistance with regards to an issue I recently experienced with my computer.

My computer is work issued, and I am required to go through our corporate IT support when having a computer problem. My office had installed some new drivers on our server, which caused my Vista laptop to lock up. I was without a computer for over a week, while their team attempted to troubleshoot and diagnose the problem. When I finally did receive my computer back from them (late on a Friday afternoon), I was unable to access the internet from my home. I called them Saturday morning, and asked for help in getting online. They never called back. I had intended to work all weekend to get caught up on the work I had been unable to complete as I had been out of service for a week, but they left me hanging.

When I didn’t hear back from them by Sunday, I decided to take matters into my own hands. I called several friends, who are fairly computer savvy, and they attempted to get me up and running, but without success, finally gave up and called you on Sunday afternoon.

You answered on the first ring, and were very calm and supportive (which was exactly what I needed, because I was already at my wit’s end). I explained the situation, and based on what I told you, you felt comfortable you could get me up and running fairly quickly.

I probably should have timed it, but it certainly took less than 15 minutes. You knew exactly what questions to ask, and told me exactly what to do to troubleshoot and repair the problem. You got me up and running with internet access, and I was able to get my work done.

It’s obvious that you know what you’re doing, and that you have the tools, resources, and knowledge to get the job done quickly and efficiently. I am so pleased that I called you, and I’m even more pleased that you did what you do so well, and got me back on track.

As a postscript, I had several applications that still weren’t working properly; but was able to wait until my corporate IT support could log in to my computer to perform the fix. It took them another two days to get the problems resolved. My expectation is that you could probably have handled them in 15 minutes as well.

I cannot tell you how much I appreciate what you did for me. You did for me what I could not do for myself, and I am so very thankful for your help. You are the consummate professional, and I will recommend you and your services without any reservation.  Thank you again for your assistance. I look forward to working with you again in the future.

Sincerely,

Lorin Montgomery