Support is a joke. I don't think anyone can read or understand English. The retailer is stalling on the return, although their return policy lists conditions that I am compliant with.
This is not a time-sensitive project so I can afford to duke it out with them all I want. I may end up getting Google involved, as I opted for their "trusted seller" guarantee.
I've gone the extra mile with these people. I made a video of my efforts to remove this back panel. The only solution I can see is to remove the case and back panel to get at the wiring. And that would void my warranty.. should I ever need to use it.
What an education I'm getting on foreign products.