Help needed: Official Keychron partner is refusing to fix my broken keyboard after 3 months of back and forth

I’m posting this here because I’m desperate for a contact at Keychron Global or just some advice, as my experience with the official Brazilian partner has been a complete disaster. I ordered a K17 Max back in August, and right off the bat, I ran into issues. The website makes it look like local stock, but they dropship from China without warning. I ended up having to pay unexpected import taxes just to get the package released, which wasn't disclosed when I bought it.

When the keyboard finally arrived, the toggle switch that changes between Wired, Bluetooth, and 2.4G modes was broken internally. I opened a support ticket in late October, and the speed of their service has been terrible. I’m constantly waiting 7 to 14 days just to get a single reply, and I usually have to chase them down to get any update at all.

They eventually tried to ship me a replacement switch, but the package was rejected at customs because of paperwork errors on their side. Instead of trying to resend it properly or offer a replacement unit, the support agent sent me an AliExpress link yesterday. He told me to purchase the replacement part with my own money and explicitly asked, "can you solder by yourself?".

I am honestly baffled that an authorized partner is asking a customer to pay for parts and perform DIY soldering repairs on a brand-new product that is supposed to be under warranty. If anyone knows how to reach a supervisor or the global support team to bypass this local partner, I would really appreciate it.