How long does it take to have my esclated case be resovled? Is this typical treatment of...

I originally contacted Xbox Support on 4/24 about my repair controller that I am waiting on. The agent that day told me it had been delievered, upon checking for my device it had not been delievered here. The agent told me he would esclate my case and I would be given an update within 24hours. I waited until the afternoon of 4/26 to call and ask for an update. At this time the agent told me my case was not esclated and he would assist me with the process. After he esclated the case for me, I was told it would take up to 8 days for this case to be reviewed. I waitied more than 8 days before calling again on 5/6. On 5/6 the agent was unable to provide me any infromation, so I asked to speak with a supervisor. I was told they would call me by end of day, which never occured. So I decided to call again today 5/7 and had 2 agents hang up on me after giving them my case number. They told me to hold on while they review it, then never come back and line went dead. The 3rd agents did review my case but still had no updates at this time. So I again asked to speak to the supervisor where she told me that would not be possible. At, this point I have already paid for my series 2 controller and Microsoft complete protection and have not had the repair service fulfilled and would like a solution on how I can recieve my controller I sent for repair and have not been return yet. I sent the device on 4/11 and still have not recieved it back form the repair center!

:)