Well, it seems they are refusing to fix faults unless we start using their "eco plus" web based portal to progress any fault.
They have confirmed through their text chat interface, a separate phone call to an support desk operator, and (after over half an hour on this on the phone) with their supervisor. So this is clearly not just a matter of one confused operative - but a clear change of policy. Oddly we did not see the briefing on this.
They are point blank refusing to do anything with a fault, and claim that it is their official policy that we have to use eco plus and has been so for at least six months.
Sadly, this means finding windows machines, and I think even older versions of IE, in order to use it. That would be both expensive and a huge change for the company to start using Windows machines.
Seems a complete waste of months of development to get their B2B XML interface working if we now have to get windows machines and use a web portal.