Again me being me, I waited until the last day to load the new disc. Now I should have known trouble was on the horizon since my system had crashed a few weeks back when a tree took out two poles when a huge branch fell on the wires. I will testify that the wire were securely attached since the wires didn't give and two poles snapped at the base. Well from that point on after I had my system brought back all my passwords were lost, ones that I had set up to open automatically wouldn't, I had to call or e/mail for the ability to set up new user names and passwords. Thought I had it just about all done and the people that know me know that this was a huge accomplishment for me. Then came loading the disc
it kept kicking it out. I tried all in my power / ability including flipping the disc around, wiping the disc with a non sticky cheese cloth and after that stopped until my son came into work. I waited till one minute after the hour and I started calling him. We all know I have the patience of Jobe on certain times, when I'm awake 
. He tried with the same results so, this is a first at Kiser Auto, I asked him to call support while I worked on the brake boosters on a C60. About 20 minutes later he came over to where I was working, looked at me and said "that was the nicest support person I've ever, ever, ever, had to call. He spoke clear, I could understand every word he was saying, he asked questions and explained what to open so I could give him the correct one, asked me to hold and actually came back in about 30 seconds. I figured I was going to here the disconnect and have to call back and wait for my turn again, I was actually shocked and told him so. Apparently when the computer crashed something happened to the program to read new uploads, it locked and wouldn't allow any new updates by disc or on line. He explained all this to my son as he (after getting permission to take over my system) looked for and found any (all) abnormalities in my system that didn't allow the update. He got it all repaired and waited on the phone with my son Ryan until all was good. He also explained that my system could easily take the free newer version and if we wanted would call back at a later date and help Ryan set up all three computers, link them and walk us through making sure we were somewhat OK with it. We told him we would be thrilled with that and would wait for his prompt to do this. So I need once again express my gratitude to the Mitchell group who are the only reason I still use Mitchell and that is well know. I'm a sucker for a good support system and Mitchell has a great one. The other issue I'm thrilled with is either this particular Tech took it upon himself to take control of my system for a few minutes and in doing so took the fix all the way to the end. A year or so ago I had an issue with my Mitchell system and even though the tech was super and as helpful as can be wouldn't take the next step take over my computer to complete the repair. I know I did throw a blurb out there about this and I know there is a solid reason for them not doing it and totally understand. When I paid my I.T. person 175.00 to open a program and click off a box that was checked I got a bit perturbed and made it known on the Forum. Now either a new procedure was given the green light by the greater powers and now the support techs can do minor things like I needed or the tech took it upon himself to finish what needed to be done.
Either way I'm thrilled with what happened and the results and especially taking it upon himself to offer his time to help us set up our system with the newer free update. Again, my sincere thank you, tip of my hat, and makes me so happy that the Mitchell system is backed by the greatest tech support system I have had the pleasure to work with. So many times when I call other support people I just sit there and stew while I'm still on hold for 20 or 30 minutes knowing I'm going to be connected to "Bob" who will confuse the hell out of me because he will not break away from the step by step program he has on his computer screen after he makes sure I'm paid up to date after putting me on hold and I sweat it out because I'm fearing I'll here the double click and know then that even though there is no dial tone I've been cut off so I call back and start all over again knowing damn well it is probably going to happen again. My record wait was well over 4 hours and thankfully I had my wife (who just stopped in for a second) that was willing to sit in the front office waiting for a live person to come on the line again. Thanks again MItchell you've never let me down and I hope you know how much that means to me.
