11-06-2014 06:23 AM
I will also pm you with my details.
Thank you for taking the time to read our emails, understand the issue, provide a status update and offer a workaround in the interim.
There are far too many who reply with stock messages that either
a) Automatically blame the user's network/equipment/knowledge level without taking the time to understand the problem, or
b) Call for remove/reboot/reinstall/reset, even though the user clearly states in their email that they have already tried this several times to no avail.
Kudos to you.