They are speaking rubbish. I used Solarman for around 18 months, did multiple firmware upgrades, and the Segen support group has a dedicated team of people in India doing remote support via Solarman and Sunsynk loggers, accessing the inverters, viewing and changing settings. Whomever you spoke to was clearly just fobbing you off. Next time they make an untruthful statement like that, tell them to put it in writing in an email, and forward it to Jean Joubert so that he can see exactly who needs to be fired.