I installed mine myself 2 years ago and have not had problems. I feel for ya on this. Best Buy should definitely fix this one for you. The remote start I got was a DIY kit from Best Buy. MANY of the aftermarket starters and alarms are made by Directed Electronics Inc (DEI). So, your Viper and the one I have are made by the same mfgr. Probably the same or very similar electronics inside. I mention all of this because I do remember that there is an option on mine to have it start the vehicle every 2 hours for a predetermined period of time - like 15 minutes or something like that. Yours must be set with this option on. Don't recall the procedure for turning this option off. I could check my manuals if you want me to track that down.
The wire I used for the WTS circuit is in one of the multi-pin connectors under the hood on the cowl right above the fuel canister area. I can check which one I spliced into if you want but not sure if 99 and 02's are the same or not.
I wish you luck getting it fixed.
-Deon