So find a screw that fits, give it them, file a ticket for them, and if they come back then look deeper. Or just swap the drives with another laptop and send t

So find a screw that fits, give it them, file a ticket for them, and if they come back then look deeper. Or just swap the drives with another laptop and send them on their way and then diagnose the other laptop later. I worked in IT and our mission was always to get the customer working again as quickly as possible, and put as much work on us as possible. That’s how you add value as an IT organization.