Horrible customer service & unresolved issue

We've had our pod 3 for just about 2 years. In the last 2 weeks the sensors in the topper have stopped working. They are not detecting that I am in bed, and therefore the pod is not changing temps throughout the night nor is it tracking my sleep correctly. It often stays on the bedtime temp most of the night so I wake up at 2 am shivering. It occasionally picks up a few minutes of sleep and changes the temp but then thinks I got out of bed since it isn't reliably detecting me (I haven't, and I'm asleep) so it shuts off, leaving me waking up in a puddle of sweat. When I manually control the temp from my phone the temperature changes appropriately - I'm not having issues with the pod not heating or cooling, and I'm not having connectivity issues or app issues.

I contacted customer service over a week ago. I have gotten generic copy-paste email after generic copy-paste email to troubleshoot problems I am not having. I was finally told they were escalating the problem and the next person reached out to me with a literal exact copy of an email I had already received and responded to. Nobody seems to be checking the email chain or what has already been done. It's like a computer is scanning for keywords and sending a pre-written troubleshooting email. I have received multiple emails for fixing problems I am not having, such as the pod not heating and cooling or the app not connecting to the pod. I feel like I am talking to a brick wall and customer service is giving me the runaround. They entirely stopped responding yesterday morning after I politely but firmly called them out for sending the same generic email twice and not checking the rest of the conversation or even reading my email to address my problem.

For a product that costs about $3k, this customer service is abysmal. I normally don't trash customer service - I have worked a customer facing job my entire adult life - but I am 99% sure I am not actually talking to real people here, especially after being sent the exact same email twice (again, for a problem that I am not having) from two different names. This experience has been maddening! I totally understand if I need to buy a new part or I'm not under warranty anymore, but nobody has actually offered any troubleshooting for my actual problem (the topper sensors are not working/are not communicating correct information back to the hub) nor given me the option to buy a replacement part if need be.

I have had 2 weeks of awful sleep because of the malfunctioning topper. I cannot believe a company selling a luxury product has such shoddy customer service. I used to rave about my pod but I will no longer be recommending it. They should be ashamed of how they are treating their customers. I am yelling into the Reddit void hoping someone who works there sees this post and decides they care enough to make this right (by which I mean addressing my actual problem, even if it something I have to pay to fix). This is just ridiculous and I can't believe what a clown show their customer service is.