Very Bad Service

I ordered a Q9 Smart watch which after a few weeks showed a default on the watch. Firstly the website is not user friendly and with the help of someone that I had to message through FB i still struggled a lot. Eventually I manage to write to them. They gave me an e mail address to send i video showing the default of the product even though I attached an image already. The e mail provided was for someone who had already left the company and they gave me another e mail address to use. I then sent the email again. in the mean time my smart watch stopped connecting to my android phone, I then made them aware of this time and they requested me to send another video. I then asked them why should I send another video, I already sent you video showing a default of the watch. Elana the person who is communicating keep on referring to the second default and I keep on telling her that I only made You aware of second problem I experience with the watch and that already have a video showing a default with the product. It feels like she does even read my message properly to reply accordingly and she just replies. I have been waiting for the exchange since March 2020.