GX620 A11 BIOS USB legacy emulation failure

After going from A10 to A11, USB legacy emulation has ceased to work. This prevents me from installing machines from Remote Installation Services (RIS) and several of our bootable utilities from working. I spoke to tech support on the phone twice, the first time my call was "dropped" after the tech said they didn't believe it was a hardware issue, and the second time, after re-explaining everything again, a different tech said that this is the first they've heard of it and there was nothing they or I could do other than enter notes in the case, which I never received a case number for, so I'm assuming they just deleted it. Is there any way to get through the front line defense and actually speak to someone who knows what they are doing?