What is happening with the german repair centre?

i started a service repair for my Elite series 2 controller still under warranty, posted it off as soon as i could via the prepaid shipping ups label, received a text from UPS saying its been delivered in Frankfurt, Germany with proof of delivery by someone
called SELLENIES its been over a week and the repair process page on microsoft's site is saying it is still waiting to be delivered... i've called their phone support line numerous times in numerous
ways to even just ask what's going on but keep being hung up on after waiting on hold for 15 minutes a time. How can i find out what is going on and how do i speak to a regular human who can understand me clearly in plain english also? There isn't even a real
support page to contact about repairs, this is ridiculous. Where has all the online chat support gone too?

:)