Looks like they took it off their site, maybe do the chat or call them, probably rare but I've heard of some that have sent the firmware after a request for it, will probably charge if they do, I guess if they say they can't send you some simple firmware then maybe tell m you don't see any further reason to buy their products.
I think they're just trying to be non-helpful, did you tell them you were not buying any more of their products? maybe ask to escalate the request to someone who knows what they are doing. Usually doesn't help to be rude but I think you need to be persistent.
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