Do Keychron not provide support?

So I recently ran into an issue with some keys (primarily D) being intermittently unresponsive. I did my due diligence ahead of contacting support. Factory reset, etc..

So then I contacted support@keychron.com on the 21st of September, making sure it was their website, and not just a retailer as sometimes happens.

I get my first reply on the 3rd of October asking for an order number, which I thought was a little odd. So I provided my order number for a local retailer where I bought the keyboard, mentioning that I know this order number will be useless to them, but whatever, feel free to have it.

I get a reply today saying the following:

Thanks for coming back to us! You may need to contact the seller for more support if the item is not bought from our website www.keychron.com. Please kindly note that the warranty is provided by the seller. For more details please kindly refer to https://www.keychron.com/pages/warranty.

Let us know when there is anything we could be of help.

Thank you,

Keychron Team

tl;dr: Do Keychron just not provide support for their products at all, or am I missing something huge here? I can't think of a single hardware manufacturer who's outright refused to provide support for a product of theirs because I didn't buy directly from them, and need their support who have detailed knowledge of the hardware.