VPI Classic 1 Cueing Problem

I just received my new Classic 1 yesterday, and during setup I noticed that the cueing device was not raising high enough to be able to lift the tonearm off the record. I checked to see if it could go any higher, so I loosened the set screw on the side of the cueing device "cylinder", but found that it was already at its max height. My only solution was to take a small piece of furniture pad and stick it to the bottom of the tonearm where the stock circular, thin black felt already existed. At that point, the tonearm now lifts off the record. However, this is unacceptable as a final solution for such an expensive turntable. I spoke to a setup technician where I purchased the table, and he suggested adjusting the screw that exists on the very top of the tone arm, near where the tone arm cable exits the tonearm. However, I tried using both the alan wrenches that came with the table, as well as my own set of alan wrenches, and none of them catch. Supposedly making this adjustment will raise and lower the point inside the tonearm that makes contact with the sharp uni-pivot point on the base of the tonearm. I'm not sure that is a user-adjustable item.

Has anyone else encountered this issue?