I was told the same exact thing when I called about a TS-XE4.0TL/R5
It has lost boot image and we couldn't restore it, so I had read about a TFTP fix. Not being a networking or TFTP expert, I called for an image and instructions on how to use it.
The "supervisor" I spoke with said there "might" be an image "out there on the internet" but they would not provide it (this guy claimed that buffalo didn't make it, some hacker types did), or provide any support for restoring using that method, and that essentially I was SOL, there was nothing they could or would to do help me. The box has since become a great paperweight. Thanks a lot Buffalo. Great customer service. I may end up just buying a second one, and using it steal the boot image by replacing a disk or two, then returning it once this one it up and running. The fact that this has to even be considered speaks volumes about buffalo. Never again will I buy or recommend their products. This was in the US.