Reverse polarity is like out of phase - perhaps to another gain stage.
So, if you think about a signal having peaks and valleys, and a gain stage amplifying the signal - then another gain stage amplifying in the opposite direction, the overlapping peaks and valleys cancel each other out.
That cancellation will make the overall signal much less in many ways including volume.
Here’s a simple example.
View attachment 94737
Is that what is happening to your amp?
Maybe.
It really does depend on the rest of the circuit and if it is still all connected as originally designed.
If it is, that third diagram is probably closest visual to what is happening.
There are some parts of the wave that are in phase (louder or more present) and some parts that are out of phase (quieter or less focused).
The net of that third diagram is there are two waves of higher amplitude. When combined, the result is a wave with lower amplitude (less volume).
In the context of gain, if you’re talking about “edge of breakup” clipping kind of tone, yeah, a wave with less amplitude is not going to be “tall” enough to get to that clipping ceiling where the peaks get cut off.
Another simple example of what I’m talking about.
View attachment 94738
I can’t say for sure this is what is going on in your amp, but this is exactly what you are describing.
And the amp tech’s comment about “reverse polarity “ leads me to exactly this concept.
Oh! Another thought. Phase polarity can be introduced with pedals too.
Does this happen with no pedals connected at all?
If so, then it’s just the amp.
If not, then cycle through all of your usual pedals, adding in one at a time and see if the problem comes back.
If one pedal introduces the problem, it’s reversing the phase.
That’s not a fault of the pedal in and of itself. It’s just a thing that needs to be accounted for. Either by chaining another pedal that reverses the phase again (back to ‘normal’) or swapping out the pedal for a similar pedal that doesn’t reverse the phase.
And I may be rambling now. So, I’ll stop there. LOL!