Suppose you are working in the IT Support department of a computer store. A cust

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Suppose you are working in the IT Support department of a computer store. A customer calls you and says “I bought my laptop on Thursday. The first weekend was awesome; I hung out with my gaming buddies and we stayed online for 36 hours, living on pizza, soda, and chips. After working flawlessly for the first couple of days, now the n key doesn’t work; when I press the n key, absolutely nothing happens. The m key sometimes works and sometimes doesn’t.” Please assume the customer has rebooted the machine and has scanned the computer for malware. Please assume the computer has all of the latest software updates installed and has all of the latest drivers installed. For full credit, please answer the following 2 questions: question 1: What caused the problem? question 2: What would you tell the customer to resolve the problem? I am looking for in-depth answers that are truly helpful to the customer. I want you to use Google to do some research on this. Please cite references. I want to know where you are getting your answers. References that are URLs should take me directly to the web page that contains the cited information.

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