Well, obviously, if this is the common situation with support then it is less then ideal - and this is, unfortunately, quite common with Chinese brands.I don’t consider non-existent support and not answering e-mail a factory defect.
But on the other hand it looks like in practice for the wast majority of folks it just works and works, so just buy it form a good seller who will exchange the device or return money in case of a factory defect.
Dell, for example, has an excellent support! How do I know this? Every single Dell laptop I ever had had factory defects. Some of them - multiple. Yeah, they'll fix all of them. But I'd rather have them just work without failures...