Are they still around? Is this just user errors and poor communication? Maybe a language issue?
It's probably the language issue, and it's interesting that I saw that with almost all hardware wallets coming from China, excluding maybe Keystone and Safepal.
You can try contacting them with private message on forum but I think they are also inactive.
I can't find the Razor on sale neither. At least not in English. And hardware wallets should probably always be bought from the manufacturer anyway but they never sold it on their website, right?
I know some people who received free BitHD Razor for promotional testing and they never could connect their device with mobile app.
They are using Trezor firmware but it's probably outdated and I don't see a single github contribution update in 2020 and 2021.