Wheels not touching the ground

Model is P10, was not able to select from the drop down .So I sent a email on December 5th and nobody really seems to respond there from support, not on online chat nor the phone lines.

I did the first advice of factory resetting and cleaning the sensors but nothing worked. Here is the video I sent over 10 days ago and still without any resolution.

TranslateView Original Text

Hello,

Thank you very much for your patience and feedback. We completely understand your current frustration and sincerely apologize for the delay in response.

We recommend that you first try cleaning the cliff sensors on your device with a clean cloth and then restart the robot to see if the issue improves.

To ensure your issue is handled as quickly and efficiently as possible, please also confirm whether your email was sent to our official support addresses. You can reach us through any of the following official channels:

Customer Service:
+1 (888) 308-6159
Service hours: Monday to Sunday, 9:00 AM – 6:00 PM (EST)
Email addresses:
support@mova-tech.com
mova.usmkt@mova-tech.com

Additionally, we kindly ask you to provide the related case number (usually found at the top of your email), so we can follow up more effectively.

We truly value your experience and appreciate your understanding and support. We look forward to resolving this issue for you as soon as possible.

That did not help

This is what link I got from support for my ticket, please escalate this as it's been over two weeks without a vacuum..

https://movatechna.zendesk.com/hc/en-us/requests/34333