Hello Anne and thank you for using Fixya's services.
Fixya is not affiliated with Epson in any way. We just assist users when the method of "good ole customer service" fails.
With that being said, I can assist you with downloading the files from Epson. I am not sure why they told you they are exclusive, they offer them free for download from their website, as many manufacturers usually do.
So, first
click here to go directly to the downloading process.
The downloading will begin atomatically but you may have to click on the yellow strip (seee picture) on the top of the screen when it appears and hit download file.
You will see a box appear that asked you to save or run, hit save as shown in picture:
You are going to save to desktop, so that you can find it easily. It will take a few minutes to download.
Once it has downloaded, you will see a box asking if you would like to open, choose open (see picture):
The installation process will then begin. It will tell you what to do next and will let you know when you can plug the scanner in.
I hope this helps! Pictures are worth a thousand words.
Please let me know if I can be of further assistance!