Hi,
:).. sorry just anxious to read the results.
I would contact MS before thinking of returning it. Remember according to Ntrig MS and their service agents HAVE the firmware tool (presumably software) and can update the firmware. Given you were fed poor advice by MS rep, maybe you could speak to somebody a little more senior in the team and see if they can help. at least you have 'some' leverage.
The exact responce from Ntrigg was:
We understand your request, however, the installation process of the SW & FW on the DSP-4196 can only be done with dedicated tools. These tools are only available to Microsoft and their authorized distributers/repair labs. We regret not being able to assist more on this matter.