Diagnosing a problem over the telephone is not the easiest thing to do with some accuracy, so I would not condemn them completely. I had a problem downloading updated software for my R3000 not long after I bought it and they gave me a great deal of help, even calling me to save the phone call cost. The 300o died last month. Then when I bought my P600 a few weeks ago, lo and behold, the same problem but this time it was only a simple, no stupid error on my behalf but the staff at Epson could not have handled the situation better, but I felt a bit of a clown afterwards.