They can't or won't say. They tell me to keep trying the software update but it doesn't install correctly even after 20+ attempts. Also some confusion on their part as to whether a replacement has been sent out or not. I can't run my business like this! Lots of complaints by other users on Twitter leads me to think this is going to take some time to resolve. I can get a new machine/contract with Barclays in five days. I want to get out of this one asap.