How long to repair iPhone?

Hey there,

Loyal Apple user here. I am a bit perplexed. My iPhone suffers from a known hardware fault, but is covered by the "iPhone X Display Module Replacement Program for Touch Issues".

I followed the Apple support process and dropped it at OOBE in Wellington to be repaired over 10 working days ago, was told it would take 8-10 days to fix.

However no word from OOBE. I had asked on the support ticket how much longer it would take and no reply. And its now past when they said it would be fixed I decided to follow up.

I had to call several times today to get my call answered. This is OOBE in wellington, one time the call rang for over 5 mns before I gave up. I eventually got through and found they have not even looked at my phone. The guy was apologetic but very non committal as to when my phone would even be looked at.

I was told when they got to it, they would then likely need to order parts from overseas.

Is this typical?

Not having my phone for weeks is less than ideal, I use it for so many things. Banking, 2 factor authentication, family purchase approvals, etc. etc. Is there anything I can do to speed up the process? any advice?