Mary wrote to me today expressing her gratitude for the service she received from our technician, Nancy. Nancy traveled to Mary's home where she replaced the motherboard on Mary's Dell Inspiron 6000 laptop. Mary was particularly complimentary of Nancy's customer service skills; since she had some troubles when she had called into the OEM's call center, she was not expecting such great service. Nancy made Mary feel at ease by answering all her questions and, most importantly, Nancy provided the quality of service that is our brand promise.