Disclaimer: I work for Google
Google's support is a complete joke. The only way to get things fixed in a timely manner (if at all) is to ask someone who works for Google to escalate internally. Then you stand a chance. Otherwise you're SOL.
On top of that the Gmail team routinely ignores internal feedback before rolling out new features or UI changes claiming the Googlers do not represent average users.
I would recommend the OP to contact a Googler friend if they have one.
Google's arrogance and disrespect for its users will be its undoing.