UBTech Non working product, poor customer service

Purchased a First Order Stormtrooper Robot made by UBTech. Unboxed and downloaded app for iPhone to control it. App will not work, gets stuck claiming iPhone does not have internet when it definitely does. After selecting network it loops back to the same screen again. Contacted support, who sent me a list of instructions for setting up the robot. Cannot follow instructions as the app gets stuck right away after entering a user email and password. Replied to their email, to which they requested a video of the issue. 

Due to the issue being with a phone app I could not make a video so I sent a screenshot of the screen where the app gets stuck. To this they replied with questions of where I purchased it and where I was located. I answered even though those questions are not on topic with my request. I did not ask for a refund or replacement, only help setting it up. They immediately replied, faster than other replies by a lot, that they don't see the retailer as authorized so my only options are contacting the retailer for refund or replacement. They then went on to blame the issue on the product having to be used and already returned, which they were incorrect about and would have no way of knowing. They said my purchase was the same as E-Bay and a person to person sale, which it is not. Regardless, it was clear they had not paid attention to my request and were working off a standard script. The issue is the app, which has not tried connecting to the robot by the time it was getting stuck in a loop. 

They clearly do not back the product and apparently feel that purchasing from a retailer owned by an authorized retailer means they are not responsible and refuse to even do proper customer service on it.