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In related news it turns out 'Customer Service' weren't going to escalate my issue to tech support, all they've done is give me the email for the developers / technical line and instructed me to start again with them. No response yet.
Once I've worked out how to back-up the Seagate OS I'll be flashing it with Debian and installing Open Media Vault I think, although I'll wait long enough to give them a chance to fix it before doing so (in the hope that the fix will go out to other users). Initial experimentation has shown that I can log on to u-boot console using the 'clunc' app from Lacie (as per the link provided by Chris above).
Hope you get your issues sorted out ASAP.