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Hi Kim. Thanks for reaching out for this. I'm sorry that you're running into issues for this. We can definitely help out. If you'd rather get assistance in the store, please visit www.geeksquad.com/schedule to set up a free consultation at your local Best Buy. We can also help you remotely if that works better. To get started with that, please give us a call at (800) GEEK-SQUAD or (800) 433-5778.
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