i want to re open my case

Yes hi my name is Mikenna Davis I called a few days ago I didn’t realize I needed to do all these steps to get a new piece so my headset can finally connect to my PlayStation for my headset I would like to open up my case again so I don’t have to keep going threw this I bought a wireless headset from you for a reason and I can’t use it because you guys need to send me a piece that connects to my ps5 I only used my headset for a few weeks until it completely stopped connecting to my PlayStation I called. I tried everything nothing works. You guys said you would give me a new part so I would like you guys to send it because this is ridiculous thank you.