I am sorry to hear you are having a problem. I have a couple of questions and a comment. First are the top eleven keys all naturals or are they naturals and sharps? second can they see if the front of the key is rubbing the case? Do they make sound and stick down or do the make no sound? If the unit was working before it was shipped I would say it is a good bet it had an impact during shipping. Let me know what you find out and I will try to help.
Have you had a chance to see if those keys are rubbing the front rail? If there is some actual damage you may be able to file a claim with the carrier. Please let me know what you found out. If I can be of any further help please let me know.