I work on a support desk, and I reckon either they know about the problem and have thus got a reported fix for joe bloggs user, OR they know about it and can't at this point provide a fix because they haven't got an official stance on it yet.
Either way, judging by that email and reading between the lines, they know about the problem, and your probably going to get the same answer over and over until they release the firmware.
You could try ringing them, running through the basic steps, and then asking to go through to second line support, although again, if they are anything like my establishment, second line won't like it.
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