Kelty Customer Service Issues

I am uncertain about how to rate the product I purchased. Upon preparing to use it, I found it to be extremely top heavy. The included packing guide made the situation worse. I am having difficulty fitting it properly; the waist/hip strap is positioned at the bottom of the frame and the frame adjustment is in the middle hole. The pack's shoulder pads start six inches below my shoulders instead of the recommended two. Adjusting the frame seems to exacerbate the top heaviness. I am trying to decrease the top heaviness while shortening the shoulder straps to two inches without impacting the overall balance. Some reviewers have mentioned drilling holes for adjustments. I am seeking help to resolve these issues and improve the pack's balance without professional help. It has been challenging for me to figure out the optimal configuration and distribution.

I am unsure how to rate this product at the moment. When preparing to use it, I found it very top-heavy, giving it a challenging Frankenstein effect. Following the generic packing guide included made the situation worse. I am struggling with the fitting, as the waist/hip strap is positioned at the frame's bottom, with the adjustable parts seemingly at odd locations. Adjusting the frame's lower section seems to exacerbate the top heaviness. Lowering the shoulder straps is tricky without increasing the top heaviness. Since my review is not a help request, I want to share my struggle in hopes of finding some assistance on how to properly adjust the pack to reduce its top heaviness without needing professional help. It's proving to be quite the challenge for me at 60 years old, and I am looking for guidance.