Working in the IT support field, to counter tier 1(level 1) support, must have a clear procedure that can yield repeatable outcomes. Hopefully, in similar environments.
Based on what was posted, the SOP yielded repeatable results. What would be helpful to convince support there is a potential problem is multiple units displaying the same symptoms. If support is competent, they will try it on the bench unit and verify.
Let's hope it's a bug, corrupted system, hardware glitch or something unique. Sorry OP with problem... I don't have faith DJI will resolve in a timely manner if it's a software coding problem.
Unless it's a major safety issues that hits the media or could immediately affect profits, this company hasn't displayed a commitment to customer service or dealer support IMO.