ok received amp today. finally fixed. its been 3 months since i originally discovered the problem and started the process of getting it resolved.
recap:
i bought my rm100kh used but in mint cond. owned for 3 weeks before discovering the fx loops didnt work
shipped to randall. they had it from 3/10 - 4/7. received back and the problem wasnt fixed. they did fix something apparently but it wasnt my fx loop problem.
turned around and shipped it back to them 3 days later
they had it again from 4/14 until 5/18. when i got it back the repair detail was dated 5/5 i believe. so they held it for 2 weeks before shipping it back to me
so all in all, its been under repair for about 10 weeks. ryan in customer service would have various reasons for the slow turn-around. new owners, meetings, unexpected inventory. etc etc.
i received it back and yay the parallel fx loop worked. lets try the serial. no it did not work. in disbelief and slowly realizing i would have to go through all this **** a third time, i decide to open it up and see if there is just a loose connection because thats about all i could possibly fix myself. answer: yes there was a loose connection. the wire going from the pcb under the FX MIX knob had come out. i place back in and put her together. still didnt work! i thought to myself that either they didnt fix the problem, or the wire came out during me putting the chassis back into the box, which is probably what had happened in the first place at the factory. i open her up and yep, wire is disconnected again. this time i put a tiny smear of gorilla glue across the male/female connectors for this particular cable. put her back together and, for the first time, it worked. i knew i wasnt crazy that my rack gear was always fine.
only problem is the input of the rack fx unit is clipping bad from the signal being fed to it. ill worry about that later
for the record, when i opened it up and looked around, it looks like they jumpered a connection on the pcb. hard to tell exactly where to/from it is, but it doesnt matter. i dont know what caused it but i can hope that i never have any further problems or if i do, turn around is better