Lucky you ;-) Did the same thing and they refused to reach out to the U.S. support or do the firmware update. If it solves your guys problems then I will definitely go after them again.The first time I called them (Acer Germany) was in early july. That time they told me nearly the exact same things as they told you. After hearing about the update from BravoTangoPapa I called them again on monday. This time they told me that the firmware update should be everything I need to use the monitor with my MBP via USB-C.
On a side note: The employee had to read through all of the firmware-update notes first, before he could give me an answer, because our case seems to be pretty rare and the update fixes some more issues (white-screen bugs while gaming,...)
Is it the smipuz model?