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The Kona 3 card does have 8 digital I/O across 4 AES pairs. They should also check and make sure that the playback settings/sequence settings are set correctly in FCP for 24-bit audio. Also, the Kona card has a separate control panel software. I don't believe it has any kind of level adjustments, but it wouldn't hurt to double check the output settings.
Failing that, have they tried setting the DBC deck to the SDI inputs and trying the embedded audio? When they say that it monitors okay, are they listening to the output of the DBC or the output of FCP? If they are listening to the output of the deck, are they trying it with the Confidence button turned on or off?
Just throwing out a few options for you.
-Nate
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