Customer support for risky things is a difficult balancing act. Err on the side of treating misuse as an exception and then have non-stop returns and on the other side risk mistreating first adopters. I have felt that support can be tone-deaf and dismissive, but at the same time persistence is eventually rewarded. Still frustratng though.
As for only the solo and the controller, I'm guessing that's where the software and logs are and the gimbal only responds. Indeed, even in the documentation, reading gimbal info only returns what it was last set to not the current value being reported by the gimbal.
On the other hand, if the gimbal has some sort of hardware error (as it's supposed to be in charge of maintaining pitch), why delay returning it?