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Is this still a new install?
Well it's not uncommon to have a cartridge come through that is unable to hold the weight of some of these heavier trim kits. I'd suggest having your supplier provide you with one while it's still under warranty. As far as adjusting the handle there should be two different splined adaptors or a screw inside the handle which allows you to remove the spline adaptor and rotate it to a different position
No, although that is an option I'd suggest going back to your supplier unless you bought it online. If I was an online purchase then yes call tech support. I'd hate for you to do something that only fixed it temporarily and then once you are out of warranty fails again.
Did you have any luck?