“KUDOS to Harry for a job well done and appreciated In March 2016, I noticed all my pictures were in an odd icon and when I opened one of the folders the first document in each had a HELP Instructions text sheet. The instructions went on about all my files being encrypted with RSA-2048 and AES-128 ciphers. Decrypting of my files was only possible with the private key and decrypt program, which was on their secret server. To receive my private key I was to follow one of the links provided. Unfortunately, a file was opened that should not have been and it created threats to most of my pictures on my computer. I was beside myself. Then to top it off, I also had my external drive plugged in at the time and the virus also attacked it. My first thoughts were to contact Clickstree as I recently signed up for the 5 years technical service. This email is to actually commend one of your employees as I feel it’s important to let people know when they have done a good job. The employee was Harry and he worked hard to fix whatever he possible could. He even made sure that when Microsoft Support Genesis was called in to help that they did not charge me for something they could not correct. Harry had already done everything he could possibly think of and was not confident they could help but knew how much this meant to me so I had nothing to lose. He enquired and insisted if I purchased their “Assure Software Support Plan to help remove the threats that Windows defender found on my PC, they would guarantee a refund of 100% if it could not be done. $149 later, I received the following message back from Microsoft: “Hi Beverley, Thanks for visiting Answer Desk for a consultation on March 31. We apologize that we were unable to resolved your issue. In line to this, your refund request has been processed successfully. The credit may take 5-7 days to reflect in your credit card statement . . . Thank you Harry for all your patience. My pictures mean a lot to me and I have learned some lessons from you. In the end, I am only without a few files and some may be able to be retrieved through other methods. I have since, saved the ones I have to my external drive, unplugged it and stored it in another location. I apologize for sending this off so late. It was my intention to send it off soon after it all happened. I look forward to the next 4 years I have with Clickstree and will call on Harry again if need be. Yours truly,”