Why is it so hard to get human support? AI 'help' is blocking me every time.

I HAVE BEEN GOING ROUND IN CIRCLES TRYING TO SORT OUT THIS ISSUE

The issue as presented to the 'help centre' (what a joke)

 I need help with a Meta Quest 2 that is stuck in an orphaned/desynced device state and needs its device record cleared on your side.

The headset is set up for my child's Meta account (I'm the supervising parent). The problem:

- The headset appears in my child's Meta Horizon mobile app, but NOT in their account at auth.meta.com/settings/my/devices or in the desktop app
- The headset itself says "account not found"
- Opening Manage profiles in the app gives: GraphQLError 1675012, OCDeviceProfilesManagerSurfaceQuery 

What I've already tried: clearing app data, uninstalling and reinstalling the app, logging out and back in, and checking the desktop app (the device isn't listed there to delete).

There is no serial number evident where it is supposed to be, it was a secondhand unit, but it has previously been working via the same account details with no issues.

Could you please remove the stale device record from the account in the app so the headset can be paired again as new? Thank you.

Despite stating that the device is NOT SHOWING in the desktop app and only on my childs mobile, when trying to get support the AI 'help' sends me in circles saying there is no device registered and blocks any further progress. I can't tell you how frustrating this has been. I have been trying for hours to fix this problem and every time I am sent in a loop. 

How do you get help with a device that AI/meta thinks doesn't exist?? anything asked just results in the same question set and whatever I try sends me in a loop to a dead end. 

I already tried resetting the headset, which meant all game data was lost, so would like to avoid doing that again!!