Unfortunately, with out a full model number I have no Idea of what your working on. And yes, help lines tend to put you on hold hoping you’ll hire there repair service out of frustration. But my first guess is that you removed a burner from over a orifice of a gas appliance, Then after reinstall it no longer fired correctly. Usually indicating incorrect install or orifice blockage from incorrect cleaning.
If I know exactly what you are dealing with, I’m more that willing to help if I can. Give us a bit more information.