That's very strange indeed!! It's a very silly answer they give to you anyway, and I think I have to agree with you that software cannot make a physical connection. Are you really sure there is no possible connection (through the circuit on the board)?
If you're right it seems to me you can do very little about it, except perhaps threatening to make it public if don't solve your problem quickly (after asking it friendly a few times first ofcourse)
Brubber 
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