I bought an enginus EAP1300 on 9/26/2020. This is ...

I bought an enginus EAP1300 on 9/26/2020. This is my first time buying from this company. I called customer service department to request tech support assistance for the device.
The prompt over the phone it said that I was the only caller and i was going to be transfer to a representative. After a minute i was transferred to a voicemail service to leave a message because no tech support representative was available. I left my name and phone number, and I send an email as well.
John Berrios send me a reply to my email offering assistance, but since he was not from tech support, he is limited on what he can do. I submitted my inquiry with the device at which he sent me the link from the device user manual. I ask if he can request for a tech support representative to call me back, but I haven t heard back from him until now.