Here's what someone from Massdrop named NB said last Friday (I have yet to hear anything else, though I've replied three times). Let's be clear: I didn't have a few keys "die on me"; fact is, they never worked.
"We COMPLETELY understand how frustrating it can be to wait so long for a WhiteFox... only to have a few keys die on you. . . . I help manage the mech keys community and totally understand that replacement keycaps will not remedy your issue. You are correct, it could be the PCB or switches or anything in between causing unresponsive character printing. Any chance you can share with us a video demonstrating the lack of response? Or what you see (or don't and should?) We can try to troubleshoot here to hopefully figure out what's going on so you do not have to return it. I think we can both agree fixing it would be awesome. I know you don't want to take it apart, having ordered an assembled version- we just want to help bring it back to life. In the event something is DOA within your board beyond repair or troubleshooting, of course we can help you return it for a full refund."
So there you have it: If there is a problem with the WhiteFox, Massdrop will ask you to send nonspecific videos demonstrating what you "see (or don't and should)," after which they will expect you not to repair the keyboard, but to "help bring it back to life," since "fixing it would be awesome." In other words, they expect you to repair the keyboard yourself without calling it a repair.
If MD is not accepting returns on a fully assembled keyboard, then they should state that on the product page instead of allowing customers to think that the same customer service that was available in past drops will be available to them in this one.
Self-repair is a great option for hobbyists in the DIY community. If it's the only option for other customers, it's unacceptable.
Alternately, if MD has to stall for time to resolve issues due to the complexities of manufacturing and customization, then ***customer service should be honest and tell buyers that straight up.*** Better to know the situation than deal with evasiveness now after being as patient as first-drop customers have had to be.