Your written instructions were somewhat confusing ...

Your written instructions were somewhat confusing because you expect your customers have a certain background level of knowledge. I am 75 and don't necessarily have the required background level of knowledge. However your people were very helpful once I found out how to contact a 'live' person. It took a while to figure out how to contact a 'live' person. I suggest you do a better instructing how one can readily contact a 'live' person.