I had to contact support for a Kinesis Keyboard I had just purchased where the 'x' key wasn't working intermittently (pain in the ass for vi). I used the contact form and one of their engineers contacted called me directly. He walked me through the process of soldering it to see if I would want to attempt that before sending it back to them and compared returning it to them to returning it to Amazon (where I purchased it).

It was rather awesome, and the key just started working after talking to him.