On the initial response, in case it's the Pro that can be explained by a known hardware issue that manifests as an apparently bricked device if the battery gets drained and regardless of charger it takes several hours to bring it back to life[0].

Even so, that does not excuse the rest of the story and hopefully they can improve. A friend of mine also had some frustration with communicating with their customer service (which appeared outsourced or incompetent).

[0]: https://wiki.pine64.org/wiki/PinePhone_Pro#Troubleshooting