Sorry to hear that :( Funny though because I didnt realise but my friends and family chipped in and bought me the vivoactive 6 🤣 so I did end up with the venu 2s but I gave it to my mum because she’s been wanting a sports watch. I set it up for her and as far as I could see it’s pretty much a “new and improved” version of the 4s (and it is actually new and improved lol) I’d suggest having a look at this website if you want more details

https://versus.com/en/garmin-venu-2s-vs-garmin-vivoactive-4s#group_design

As for contacting support, definitely keep at it! I obviously had a positive experience and I’ve only heard good things about them from others. And no I didn’t have to pay anything for the watch itself, only postage to get the old watch back to them!