Heap Seng Leong
I'm very sorry that the product didn't arrive ready for use. I provide the 3D design, and when you order Shapeways 3D prints and ships the product to you.
Actually the white substance and "stuck" tube are both residues of the 3D printing process. A high powered laser fuses layers of fine nylon powder into your pencil case - and Shapeways normally cleans and removes the unfused residual powder after printing. However, they sometimes forget to clean out the insides of the case. Let me try and get you a replacement product. However, if you'd like to start using the case you have, you can remove the blockage on your own - it's basically a loose plastic powder that can be dislodged with water or a thin skewer.
Thanks for the feedback about the material description - if I'm not wrong Shapeways does actually "polish" the product, but there's no underlying "smooth" surface as it's basically laser-fused plastic powder all the way down. I've included photos of the product to help reduce ambiguity on the final finish.
Once again, my apologies on the bad post-processing on your pencil case. Tell me if you're able to unblock it, and I'd be asking Shapeways to "focus fire" the internals of the case in the future.