Sounds like crappy programming.
I would complain to the manufacturer.
It should be able to read nearly any format.
if not I really recommend getting an other one, because the constant format conversion is off course not practical...
I checked the product information:
"Additionally you can create your own designs via ILDA software and load them onto the laser via the SD card (software available separately)."
Does it have it's own software.. it doesn't say which one maybe it uses it's own deformed ilda


.
I really really have no clue what is going on I'm afraid.
Really call them right away and complain, you paid for it you know.