Still not working after update

I’ve been having problems with sporadic events being captured since the last update. I spoke to customer services today who deny all knowledge of an issue and got told to factory reset my system. When I explained I’d already done this as well as tried everything else and every setting they said retry the factory reset again. I wish I’d never bought there useless products the customer service is horrendous with advisors reading off a screen and you can never speak to anyone with any technical knowledge or management team