It took a few weeks to get an answer. Coastal is not exactly what i would consider 'speedy' in following up email enquiries - at least on the support side.
Bottom line -- they have no idea what the problem is. They did propose a resolution though; I can buy a new unit at MSRP, so I've got that going for me...
Really disappointed in their response to this.
I'm half way tempted to register a domain like www.issueswithlockpick.com
and then give it to my web guys to build some content/optimize the Google search results. It would take a few weeks, but I can just about guarantee that my site would eventually be the #1 search result for whatever tags I pick.