What do you do if your Z30 device has frozen on a security wipe and you can't restart device?

I went to perform a security wipe of the phone and its been frozen on 98% completed for two days now. My software provider UBT have told me that I need to purchase a new phone, but think this is quite crazy when it has been working absolutely fine up to now. They said they can reload new software onto the phone, but they can't get the device to communite with my computer its plugged into to do the software update.
Can anyone please help?

http://forums.crackberry.com/bb10-le...rchive-943672/ Download the files that match your phone.

Follow these instructions... http://forums.crackberry.com/bb10-le...loader-927076/

It should see your phone, even if LINK did not.