Forget it
I'd much prefer to sort it out on my own (which you cannot allow), or at least get some support when it suits me... haven't got time to wait for hours on your support line, when I have work to do
You really need to put yourself in the shoes of your customers, then give us what we need
Im technically competent (given I work in a technical IT field), yet I also had problems getting the reader to communicate with my mobile phone... I'd hate to imagine what a truly novice customer would feel like, if they had issues similar to mine
So far, my experience has been underwhelming
