I’ve always had good results with customer service, but if the warranty has expired you’re pretty much out of luck..
I’ve heard of issues of devices being bricked before caused by a firmware update.
What advice has CS told you to do with the HB3 that you have performed.
Also, if you only contacted them through emails then I would suggest that you give them a phone call.
I’ve had great CS. Problems always get resolved. Even with items expired warranty. They have a pro cess of corralling all the data about the event at the non tech level and then bringing in a tech. Sometimes the 1st level doesn’t understand you and you have to spell it out for them. If you are not extremely careful in your explanation of the problem the misscommunication could be exaggerated. In any case via email there is always a line at the bottom of their post that lets you escalate your problem. So be patient and realize that they can’t see the event you are trying to communicate.