Relay still does not work

Hi I have opened a ticket (Ticket 3402451) on the 10th of January because my relay won't connect to the thermostat and so , the smart thermostat i bought is actually "dumb" aka it can't connect to the internet. I have received 2 e-mails back , one auto generated on the day i opened the ticket and one 2 weeks after with generic instructions (that i can bet was also auto generated). Since then , radio silence ! The only tools that could help , the netatmo pairing wizard or the management page for the thermostat don't work. I believe a self-respecting company would offer me support or at least try to ! This is absolutely absurd ...