But since that day, I have never had someone actually put a piece of sensitive electrical equipment in a refrigerated environment and then actually tell the manufacturer what was done. Users rarely tell even their tech admins what really happened, such as the woman who spilled coffee on her laptop and lied about it to me, even though, when I managed to pull out the battery, I saw and smelled the coffee-shaped outline of the keyboard on the battery's silver surface. She just went silent.
The somewhat strange postscript to this incident is that even though Wallace's manager knew what he did, the company gave him a brand-new machine. To his credit, it never ended up in the 'fridge. Maybe a confab with his boss taught him something about laptop care.
It was around then that I realized many users take little responsibility for hardware they don't purchase themselves. Another lesson I learned was that it's best to not directly accuse users of bad treatment of their machines, even though they are the sole users. I developed a phraseology that works well, particularly with users who are upper managers: "Someone did ____ to this machine. I'm not saying it was you ..."