Part Serve Technical department systematic shortfall on providing people with adequate feedback

I sent my PS5 ( 3 months ownership) in for a check-up as it is overheating. More than 14 days later, I receive a call from Part Serve telling me they have ordered antennas, put the thermal paste, and replaced a DC fan. I requested to speak to a technician to find out why the unit was faulty and there is no channel to satisfy my need to find out what happened to my unit. The lady (Natasha from Johannesburg) informed me that I should contact support, inform them of the problems I have experienced, and then they provide recommendations accordingly, however, this means I will never know why my unit overheated. My aim is to ensure that a similar part will not be installed in the unit that can cause a similar defect. Why is your company stopping clients from knowing what went wrong with our hardware? All iIwant is to speak to a technician that worked on the unit to explain to me what happened and ask about the parts being installed.