restoring locked ipod is very difficult; website poor and customer service slow

Wow -- 2 hours for a relatively computer literate adult to restore child's ipod touch after brother tried to hack passcode and locked out the device. Itunes does not make clear need to download software to sign in on pc and cannot do from website. itunes does not provide clear instructions to restore device. Itunes support demands serial number to be connected. links to restore device unhelpful. 6 minute wait for tech support after locating number on internet. tech support said 5 previous callers in past 2 hours had same issue. Web shows thousands of posts with same issue. Wow is all I can say.