There was plenty of evidence that this miner was not manufacturer refurbished, not even cleaned. Otherwise at least the firmware would have been reset.
Yeah, they use the term refurbished for a miner that was damaged and repaired by them or something returned and they've set it back running. They did warn a bit but you didn't take the warning seriously, usually in those cases light scratches mean run over by an excavator:
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Please note that they are refurbished machines, not new miners, if you expect a high-standard appearance, your discretion is strongly advised.
Sucks and if I were in your place, even if support manages to help you unblock the settings I would play possum and try to get a refund and send it back. I won't be surprised if that thing wouldn't break in a few months, external scratched and missing screws ain't a big deal but you should take a look inside if possible and have a beer nearby when you do
