I hear you!
I just noticed that @theclosetstudios is the original poster not @Hillel . So I missed the fact you have not been responded to. Not sure what you mean but have been waiting a month, looking at the dates above.
The forum is used for all support questions, we can diagnose issues and hopefully propose a fix. However some issues are only resolvable by seeing the unit in person and sending it in for a service. In those cases we use the support email: requesting RMA ETC. When you send an email to Support, you should get a reply with words to that effect. Hope that clears up the process: forum → triage → escalate by requesting a service if needed.
Follow theses steps to request a repair, How can I send my product to Fryette for a repair (RMA Request)?
As you know, debugging technical problems remotely is very difficult. It is hard enough when you have the unit in front of you. You sound very technically accomplished! But I really think just sending it in would be the best way forward, rather than messing around with going back and forth. Hope that makes sense.
Regards
Dan