I suspect he's got his sensitivity set too high. When I first put our S-Lite in, the steering guide looked like a Christmas tree until I turned down the sensitivity. There is also a software update on the net for the S3 that he may need to install. As far as the service side goes, our first unit shipped with corrupted software and the down arrow button wouldn't work. I called in and Outback overnighted a new unit to us. Has he tried calling Outback at all? Thats probably his best stop, versus a dealer. When we bought the unit, we were specifically told that the dealers only sell, they don't service. I thought it odd, but at least you know that who you're talking to knows something about the unit (or at least should).
Rod