Uhh, replace the current viewer with one that isn't such a nightmare to use? Or, maybe stop telling paid account residents to file a support ticket and wait 3 days for a response when they have a problem?
Eeek, that came out harsher than I meant it, but still, they don't have to pretend to be so perfect,. An admisssion of error is better than some lame excuse or passing of the buck.