I can confirm that the Bookeen's support desk simply isn't up to the task. I recently bought a new Opus for a reasonable price, decided to upgrade the firmware and didn't like the results (slow response of the menu button). So I found the link to the old 2.0 FW on the bookeen.gr site, tried a downgrade and - of course - bricked the device.
I started to look for clues on the web and found this forum where someone said, that you could write to Bookeen and they'd send you a link to a program to unbrick the device.
So I did write them, told them what I did and what happend and was positively surprised to get a reply after only two days (after the stories I read here, I expected a longer wait). And here is their reply:
"Sir/Madam,
Are you sure that you install a 2.0 Firmware? This version is no longer present on our website for at least 1 year and ½ and is incompatible with colored Opuses, and will brick them if it is installed on them.
Kindly Regards,
The Bookeen Support Team"
I replied that yes, of course I was sure that I installed the 2.0 FW, even gave them the link to their greek site (which seems to be quite legit) and that - yes - I knew now that installing the 2.0 FW would brick the device. After all the fact that I bricked the device was the reason I contacted them in the first place. If they would be so kind to tell me how to unbrick the device....
And four weeks later I still haven't received a reply.
I don't care if they are overwhelmed by a product launch. That kind of support really isn't up to acceptable standards (IMO) and the OPUS will certainly be the last product I'll ever buy from them.
BTW: I managed to unbrick the device in the meantime by installing the 1.7 mobi firmware from an SD card - which somehow restored the 2.1 firmware (without the annoying menu button lag though).