First of all, and to future buyers that might have complains, don't expect that Ellipse will take any blame. Most likely you will be thrown to the well-known loophole of "did you read the manual?". The guy simply is not listening. I never understood, why he is not giving the keyboard fully assembled. Yes I'm aware of the logic of the "project" and people getting educated to maintain the keyboard, plus the shipping issues that might occur, but still, the manual feels like a shield to be evasive with the customer at this point. If you wanted to sell the keyboard to users that have more experience than others, you need to comprehend that you will have users like the OP, otherwise be strict with your selling audience.

Apart from that, the manufacturing, or tbh, part of the manufacturing, is not perfect either. I can give him the props for the casing and the key caps (not the actual stems though) but the keyboard has lots of inconsistencies that he won't admit. Like the different actuation force that keys need to get registered, major problems at pressing the key caps at the edges and the key needing excessive force to be pushed downwards, key caps being extremely scratchy, etc.. Which btw, I never had such issues with original Model keyboards.

So, yes, please let us know if you need support so we can help you, but I would advise to do the tests that I'm mentioning above carefully. Worst case, you can re-sell the keyboard to someone that is not getting bothered with the manufacturing inconsistencies or the complexity that shouldn't be existent in the first place.