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Hello. My name is ***** ***** I will be assisting you today.
Can I remotely connect to your computer, so I can troubleshoot this issue with you?
lost documents that were deleted?
ok, was the operating system reinstalled?
You wont be able to retrieve any documents on this device after it was reloaded, unless you had a backup.
Are you signed into your cloud account on your computer?
System Preferences from the Apple menu on your Mac. Click iCloud, enter your Apple ID
Go to Apple menu and choose Software Update
Let's get updated to El Capitan
ok cool, update me once that is done
Looks like you need to update to Snow Leopard first, which costs $20 http://www.apple.com/shop/product/MC573Z/A/mac-os-x-106-snow-leopard
Isn't there an option to download it or no?
ok sounds good
need any more help with this?