Whaaaaa? This didn't make sense to me, so I got curious and went to the Epiphone web site to see if I could find a stated policy about this. Clicking on "Support," then "Store Policies & FAQ," led me here:
Epiphone | Online Store Policies & Frequently Asked Questions
Most of the page is about returns and warranties, but the last section (near the bottom of the page) it clearly says:
Requesting Service or more Information
If you need help with a specific part, service or warranty work reach out to us.
When you contacted them, what exactly did they say? Did they literally say, "Sorry, we can't help you; we only deal with dealers"? Something ain't right here....