You may consider disassembling the device to check for the following. If you are not comfortable with the following procedure, I suggest that you send in the device for repair. What is the ticket number that the GitLab Support Bot created? I can look into this for you.
- Disassemble the device to view switch and switch cap condition
- Are the switch caps damaged, stuck, or sheared off from the switches?
- YES: Replace the switch caps and/or switches (contact support)
- NO: Continue to next step
- Check if the switch itself (SW3) is not properly soldered, or if R626 or D24 have cold solder joints
- Is there visible damage or poor electrical connection?
- YES: Repair or replace the damaged components; continue to next step
- NO: ???
- Reassemble the device