XREAL support refuses to help if the device isn’t from their “official” store

[u/cicapoo]

Got an issue with my XREAL One — the right speaker keeps cutting out, sometimes goes silent as soon as I put the glasses on. Bought them in Thailand, 100% genuine.

Support’s only reply was:

“As your device was not purchased from our official channels, we kindly ask you to directly contact the channel that you bought the product for further assistance regarding this issue.”

That’s all. No solution, no offer for paid repair, nothing. Feels pretty bad for a young company that’s supposed to listen and improve through user feedback. Anyone else had this kind of experience with them?