When my expansion drive stopped responding I was totally panicked because I had thousands of family photos saved there. Don diagnosed the situation and had it fixed in 24 hours with almost 100% recovery. It was reassuring to know who was working on my drive, and I didn’t have to wait days or weeks to get answers. He also set me up with a new system to back up my pictures so this sort of thing does not happen again. If I do run into problems again I know where I’m going.