Lorex Tracking Order Status

The doorbell camera keeps going offline. After several attempts via the Lorex App to request tech support to no avail, I wrote them and was provided a tech support number. I called and was asked several questions about what I bought, when where. Then I was asked for the serial number, (which is on the doorbell back plate) I explained that the doorbell is attached to the home. "Sorry, is there no other way to get the serial number?" No, sorry. Now I have to remove the doorbell, take a photo, and supply them with the serial number before they can provide tech support to fix the issue. Why this information isn't part of the sales data is beyond me. They have everything else on me personally for sales data but they don't know what they sell on file per the sales receipt number?