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Thank you, all, for replying.  Here's an update.

I finally got on the phone the same day I posted here on Dealer Refresh with a guy sort of high up the food chain (seemingly, but I don't know their corporate structure enough to confirm) who said this to me: "Something got messed up, man; no two ways about it.  Tell you what, I'm going to escalate this issue and stay in touch with you until it's resolved."

I stopped listening after he said, "Something got messed up..."  Why?  Because I was so relieved that somebody finally said that.  Before him, I got the stock answer they toss at most dealer-peeps who don't know how to argue with their tech guys' answers.  I do.  Software is a tough business and there are 100 moving parts and 100 different things that can go haywire at any given point.  That's cool. 

It's when I get the runaround and a verbal hand-job that I go all ghetto on 'em.  LOL.  That sounded funny.

 

Anywho, it's still not resolved, but it's late Sat. night.  We'll see on Monday.