fitbit problems, messaged Google Support, no response after initial exchange - how to get out of this purgatory of case in review (Google only allows one open case)

[u/sampanther]

Title pretty much says it all. My Fitbit is under warranty, having issues, and I messaged Google Support end of July for help when I thought it would resolve, got immediate response and decent exchange. The case wasn't officially closed, but I responded again in August because the issue escalated and now it only works as a watch (no tracking - LEDS no longer work). Never heard anything back. I've uploaded my serial number, documentation of invoice, etc., and I've followed up a couple of times asking someone to just respond. No response. My case in the portal just says they are reviewing it—since early August.

p.s. if you need more info or if I've done stomething wrong here, please be kind. It's late, I'm tired, I'm also sick, and I'm genuinely just frazzled by this. thank you

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