The techs have been remoted into my system since 11 am this morning it is now 4:18 pm and repeatedly I have asked for escalation and to no avail. The first agent said I would be escalated and then ending the session without resolution. I called back and was assured I would be escalated only to be send right back to level one and the same stuff I know how to do myself. All I need if for my ribbon in Outlook to be customized to include the Categorize function which was on my last computer. My last computer was suppose to be put onto this new computer as it was by the Geek Squad which they did except this one thing that I really need. 5 hours and still no help is ridiculous. Please help, Cynthia Swanson [protected]