I've had a ticket open for over a month now. My bricked board finally made it to FM last week.
I am a patient person and I wouldn't mind if when opening the ticket they said, "due to high volume of service requests this repair may take up to 60 days" or anything. I went weeks with no replies to any emails or any kind of assistance until I finally said, "I will pay to have the board shipped back for a refund so I can be done with this". The next day I received my shipping label.
Again, I'm ok with things being delayed as long as there is honest communication. That's the only thing I ask as a consumer.