All understood. If that's Audio Advice in NC I hear good things about them, they have an excellent reputation in this industry so I'm sure they will assist you in getting the Terra exchanged if the problem can't be resolved. Your symptoms tend to match the experience several owners reported over the past few months, and those Terra servers were replaced by K. To be clear, you should not have to recycle power to regain a functional Terra, that's not acceptable, and certainly not K's standard when it comes to these systems. Your dealer should start a "Case" on the Extranet to move this forward if they haven't already done so, that's the correct way to get Support involved.
Sorry to hear Support did not respond, it's possible the message was dropped, it's best to get that Case started by the dealer.
Jim