I am not seeing any screenshots with your post.  Maybe those are still to be posted?  

First, regarding the support tickets, you can only have one support ticket open at a time.  Any subsequent tickets you submit will be combined with the first and the new ones will be labeled as “solved” even though they have not yet been addressed.  That is just how their system works.  Please wait for a response on the initial ticket before submitting any new ones.  Recent support responses have been longer than normal, often over a week, due to a backlog.

There are multiple things that could be impacting the issue you have.  First, PRs are based on elapsed time, not moving time.  If you had any paused time within the activity, it will be included in the time with regards to calculating a PR.  Also, did your activity actually do a full 5k?  Many events that are billed as 5k (or other distances) will end up showing slightly short on a GPS measurement.  There is also a chance for rounding within the actual file data, so if it shows 3.1 miles or 5.0 km, it could actually be 3.05 miles or 4.95 km, but only showing you the rounded value, so the official data would not report that you completed a full 5 km.  Typically, if you are going for a PR on a certain distance, it is recommended to go longer than the intended distance by a bit to ensure the device actually recorded the full distance.

Entendi o ponto. Mas estou usando as mesmas métricas, equipamentos, pistas e aplicativos de sempre. O que podemos fazer para corrigir este erro atual? Já ajustei para 5:02 nas próximas. Seguem os anexos também.
(I understand your point. But I’m using the same metrics, equipment, tracks, and apps as always. What can we do to correct this current error? I’ve already adjusted it to 5:02 for the next ones. Attachments are also included.)

Looking at that activity, I would guess that it was not a full 5 km officially.  If it is saying 5.00km, it was probably rounded up slightly.  I don’t think there is a way to correct this specific activity.  One thing you could do is add a “manual entry” with a distance of 5.0 km and your moving time.  I don’t know for sure if that will show up on your PR list though since it wouldn’t be a recorded activity with GPS data to support it.  

In the future, I would recommend making sure to go past the 5.00km distance, and I would go a ways past it.  I generally try to get a full 0.1 or more past just to make sure.

Obrigado, anchskier. Faz sentido sim. Já ajustei para 5:02. Mas vou deixar assim mesmo. Eu tenho uma planilha paralela que faço os acompanhamentos também.

Curiosidade: pelo Samsung Health foi tudo perfeito. Inclusive ganhei uns troféus – seguem os prints.
(*Thanks, anchskier. That makes sense. I’ve already adjusted it to 5:02, but I’ll just leave it as it is. I also have a parallel spreadsheet where I keep track of everything.

Curiosity: on Samsung Health everything showed up perfectly. I even got some trophies – see the screenshots.*)