They may have no real data or complaint from you to respond to. The way I read it, you've told a professional PC builder what they need to fix instead of the symptoms you're seeing and allowing them to find what's really wrong.
The OS (Windows) hasn't failed. If it has, it's Microsoft's problem and that can take time for them to communicate before coming to a solution and then get back to you. But they first need to know what's wrong vise "windows is broke, fix it". The drive isn't broke either, so it doesn't need replaced either. At least no reason to believe that is has given 5 freezes in two months. It's like taking a car that won't start to the shop, telling them the starter is broke, fix it...when the engine is seized. Sure they can fix the starter, but that ain't the problem. Happens all the time.
What they need is a call, tell them your symptom (not the problem), simply allow them to ask questions, give simple answers, they'll try to help over the phone. Basically the same ritual we have here in the Free Clinic. If they can't help you by the end of the call, you WILL get trouble ticket and possibly an RMA number. With that trouble ticket, you're free to call back and ask for a status update at any time. But it's my opinion, no trouble ticket was even started. There may be a problem they can fix, but it needs to be handled in an orderly fashion.