Card Reader Problem

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We love the Shopify platform, but recently we changed to the credit card reader from Shopify for in-store sales and it is causing problems when customers enter their card pin, as the buttons are too slow to react. Tapping the credit card works well, but manually entering the pin creates problems. Usually it will work on a second or third attempt if the customer types in their PIN number very slowly, but it is very unsatisfactory from a customer service viewpoint and gives a bad impression. 
Shopify kindly sent us two replacement card readers, but they too have the same issue.