I don't have Apple support service here. I was really put off by the capability of local store help too, on every, I mean every occasion I have tried to get their help. They know nothing! I try to avoid the Apple store. Last time I went in there was after I bought the double dongle for USB port and SD card and couldn't get it to recognize quicktime mov files. The store support guy couldn't understand that either so his solution was to return the ipad and the dongle kit to Apple for repair! Later I found the answer on one of the support forums. The "Camera Kit" as they call it doesn't support certain mov file sizes. So we reformatted the video to ipad compatible and it worked great. The other issue I had with this was the SD card reader for importing jpeg files. The undocumented trick is to have the jpegs in a folder as the ipad doesn't recognize the files on the root. Today, I always stick SD card files in a folder labeled DCIM because that works and is what most cameras use. Duh!