If they haven’t yet, I don’t think they will.
What was the system version on the device before you tried the update?
Was the device part of a product?
You may want to try this
// in DFU Mode
particle flash --usb tinker
particle update
particle flash --usb tinker
Download the the bootloader binary from here
https://github.com/particle-iot/firmware/releases/download/v0.7.0/bootloader-0.7.0-photon.bin
and then in Listening Mode
particle flash --serial bootloader-0.7.0-photon.bin