Complexity causes 50% of product returns See, simplicity does matter. From Reuters: "Half of all malfunctioning products returned to stores by consumers are in full working order, but customers can't figure out how to operate the devices, a scientist said on Monday."
Wouldn't this be a great place to provide a link to a podcast on the web. It would be great to listen to a guy tell me how to get the install right the first time. Sure some people won't wait, but even if they get the support on the second attempt that would be better then a return. This would also be an easy ROI analysis.