I want to thank you for walking me through the process of restoring the right IP settings for my Phaser 840 printer. To an expert, it may seem straightforward, even trivial, to go to the spot where a single radio-button makes the difference; however, I use my computer to do business plans, create marketing strategies and communicate with my clients. I have no training and certainly no familiarity with the myriad control panels and sub-panels of today's PC. You knew exactly where to look on my desktop computer to find out what had to be done to my notebook computer. Once there, you guided me to the right settings and stayed with me to print a test page and see that it was all working correctly.

Your patience and approach are unusual among technical support people. My situation involved the Phaser 840 Plus, an IBM ThinkPad with two LAN cards (an internal Intel and a PCMCIA iPort), a Sony Digital Studio, a Quantum file server and an Asante Ethernet hub. Too often, I encounter support staff who quickly determine that the "problem isn't theirs" and dump the problem back in my lap. In this case, the problem wasn't your's... it was mine: while on the road, I had changed an obscure setting (under the guidance of another support person) and did not know where or how to change it back. You stuck with me, and I appreciate it.

Many thanks, again, for your help. I hope Xerox, also, appreciates the service you give your customers.