Yes, strange. Unless somehow chargers could pull a large amount of current on the 12v side. Even if it was charging on AC, the chargers go to the HV pack, not the 12V system.
This is one of those things that will be so obvious when it is found, and probably something small. But finding it...
Would be interested in seeing the voltage at the actual 12v battery terminals when it is dropping. And of course the current, but that's a bit harder. Is there anything that is high current draw on the 12v side? I think it's just lighting and computers.
I guess the 11.9 could just indicate the DC/DC converter turned off. That's still a healthy voltage for a battery. It would drop to that and stabalize.
Have you discussed lemon laws with them? At least it sounds like they are taking it seriously.