Pocketbook Ultra 650 stuck at boot logo

Hi gurus!

My pocketbook Ultra has been stuck at the boot logo for about 4 days now...
I have emailed support at pocketbook asking for help and they came back saying:

1. Press and hold the Power button pressed for not less than 10 seconds (the device will go to the reset mode);
2. Continue holding the Power button pressed and connect the device to the wall charger (preferably) or to the PC via the USB cable;
3. Keep holding the Power button pressed for over one minute
4. After you release the Power button, the device will turn on and you will see the “Low battery” message. Now please charge the e-reader normally for 2-3 hours and the device will boot.
5. Then switch the device on - choose Settings - Software - Software version - and send this information to us.

I did all that (short of sending them the info) but it had no effect...

does anyone know how to hard reset the Ultra?
or of a button combination to enable factory reset?

ive tried taking it apart and looking for a reset button or a battery connector but it is a pretty well sealed unit and have had no luck...

im getting a little scared my Ultra is bricked but i cant understand why...

Thank you for your help!!