I had a similiar situation with them when my parents bought a network enabled scanner/printer that locked up whenever you tried to connect to it over the network. Entirely no support, I’ll never buy another product from them again.
Our electricity went out unexpectedly and left the printer in some
state from which it never recovered. We went thru numerous similar
conversation sequences with Indian friends and nothing worked.
Eventually we junked the printer and bought another because we had no other
I hope you got your money back.