Purchased Items can not be located in their system!!

I got a printer on November 2025 as my other printer which I got on Jumy 2025 failed thos time I was hopping will be ok now March 2026 same printer model failed same way Epson 5590 Incredible Connections asks you yoyr details before you can buy the item so I am registered with them now I am taking them for service and they are asking for Invoice and they can do nothing if no invoice!!! Why serial number and details are saved if they can not open their data base to see the invoice!!! So it means their system is useless!!!