Thanks for your help Lloyd - still tearing my hair out on this ship not moving. I guess I need to figure out how to test the motor/board. I tried following the wires all the way up to the head unit, don't see anything loose, but there's a lot of cable covered up by the black conduit with sections along the way; I peeked in where it was possible.
I've emailed support as well. Will let everyone know if I come up with a solution.
Edit: It is an amazing pin, but an extremely frustrating experience to have my first NIB have so many issues with <150 plays on it.