How long does a case take to get closed

I called tech support 2 weeks ago and a supervisor opened a case. Should it have been resolved by now?  He was supposed to contact me and keep me up to date, but I have not heard anything. When I called customer support today they were not much help.

Usually just a few days... they very seldom (if ever) repair them. You'll usually get either a new or refurbished replacement.

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    So Wednesday morning I go into a local Verizon owned-and-operated store to buy a Galaxy S5 on installment plan, like I did for my GS4 a year ago. Get talked into an Edge phone plan and the More plan, and they get that unlimited data plan off my line as fast as possible and then find that I can't get Edge for another 3 weeks. So we revert the changes (in theory), less than half an hour after the original change.
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    Sara-
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    how long does this download take?

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