You probably got the same guy I did. He wanted to stay on the phone and help me as long as it would take. He said he knows the re-pairing can be done over the phone and not to worry. He also updated their help desk with the fact that there is an old piece of software that works even after all else fails. God bless this guy. So refreshing when everyday I get customer service & tech reps who are rude or just plain dumb.