HeroBook Pro Battery doesn't charge

Hi all, on 07/09/2020 I bought via Wish an HeroBook Pro, arrived fastly on 11/09/2020.
Unfortunately, I noticed that internal battery or power charge unit (I think internal battery) doesn’t work correctly, so laptop couldn’t be fully charged and soon switched off.
At this moment is impossible to reboot it again, because battery is completely discharged and can’t recharge when plugged.
I wrote immediately to aftersale@chuwi.com, but I haven’t received a reply yet.
Please, anyone can help me to solve this problem?
Thanks to all in advance.
kind regards.