A normal day at work dealing with hundreds of customers a day. This one older couple stood out the most. They didn’t have any clue on what they wanted or how to even start looking. I approached them and introduced myself while explaining all of the benefits of BestBuy services. What really caught their attention was the Totaltech as they just recently purchased a laptop. I began to ask them what’s making them purchase a whole new laptop today if they just bought one. They began to explain that after a month it just began to crash and restart on its own. Luckily they were already a TotalTech member but just didn’t know the benefits and services of being one. I began to ask them if they had the computer with them by any chance to see what’s wrong with the computer. She pulled out the computer out of her bag and handed it to me. I took it and began to play with the computer as a test. She was 100% correct about it just restarting on its own. The computer was updated to see if that would make a difference but it didn’t work. There weren’t any types of viruses that came back on the data analysis. After knocking down all the possibilities of why it’s restarting within every 5 mins is because the computer was a defect by the merchant. I began to check if we had another one in stock for a even swap and she was more than happy to walk out with a brand new computer for free instead of buying another.