The telephone getting hot (above the battery compartment) is a common issue, that regularly points to an app “running wild”. Usually this is solved (at least it was for me), by rebooting the phone (up to three times).
Support can take a while if you rely on e-mail contact.
Take a look at the thread #contactsupport linked by @AnotherElk. Calling them, having the relevant numbers (IMEI, order no., ticket no.) at hand, usually speeds things up.
Keeping my fingers crossed for you!