Exchange projector

I purchased Favi Home Portable LED projector with built in speaker on Dec 11, 2018 via Groupon as a Christmas gift for my daughter. (BLED3TPPWM3HD100-BH) Unfortunately, she and her family have not been able to enjoy due to they have not been able to figure out the sound. They also tried connecting to speaker and sound box with still only cracking sound. Exchange policy for Groupon had expired so I went To Favi as they mention has a 1 year warranty. Since February I have been trying to have someone to send me a RMA number that website says is required to mail product for exchange. On February 15th I recieve one email from Jeremy

Hi Michelle,

Please see YouTube video below. This shows how to adjust sound.

https://youtu.be/s56fCWakR84

Thanks!

-Jeremy

I have view and done everything still only have cracking sound. Sad thing Jeremy has never replied again after several emails. Favi also requires for customer to send receipt of purchase, but the odd thing is that they do not have a link for customers to upload.