They do monitor but you are better off submitting an official ticket if you want a quickeer and more thorough response.
I will try to assist as well.
You have 2 options, NEITHER of which should include a Tablo factory reset. A Tablo factory reset WILL wipe the ability to watch any of your old recordings, period.
The Tablo itself contains references to the recorded content that allows you to access them for viewing.
Again, 2 options.
1 - Disconnect the old Hard drive and connect the new one. The problem here is that the recording listing in the Tablo will not know which hdd has which shows so you would have to keep a list and swap them back and forth and of course you would have to be careful to make sure you arent trying to watch something on the old hdd while it starts a new recording...
This does work and is mentioned in a couple threads here but I feel like its really too much trouble.
2 - The thread linked above, which essentially has you formatting a new hdd with a linux partition / file structure, using either a linux machine or a linux driver software to transfer all the data from the old hdd to the new one, then connect the new one to the Tablo. I did this one myself and it also works.