Shared Activation for Office Not Working

Microsoft 365 Desktop apps are not getting activated on a shared machine. I have open a ticket with Microsoft support Case #:35589669 almost 3 months back and now support tech named Francis has even stopped responding to our emails. Its been 24 days since we heard back from him even after sending him multiple reminders. I would request someone from Microsoft internal team please escalate the ticket or assign another tech to assist with this issue.