If I remember correctly, you took over someone else’s order. I am not sure how refunds would have worked in that case, and because you did not go through the standard purchasing process, it would be easier to miss the details. But practically everyone skips over the fine print anyway. I would hope that people purchasing this product understood the novelty of this product and the risks associated with not building on a mature phone hardware or phone software platform and that not every non-basic software feature would be available when received. I think that Purism’s target consumers understand that, but I guess some word of mouth is bringing in a few people who are not in that group.
If the touch screen jitteriness is not from local RF issues or something with capacitive qualities on the glass, then support should have been involved sooner. It could be a hardware defect. Reflashing might work if it is software related or it causes the calibration to reset. You did get this order at a discount, so if it is fixed or repaired before Purism catches up with their backlog, you could sell it on eBay for about what you paid for it, even if it is slightly used.
I have found support@puri.sm to be prompt and helpful with ordering issues. Fortunately, I have not needed them for hardware or software support.
For some reason, some companies like to put a link to their community forum under the support website navigation. The community supporting each other is a thing, but it is not support proper. Ideally, a link to the forums would be under some other category, but that would probably upset the aesthetic sensibility of the web designer.