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Actually this is a warranty and shipment which should be addressed by the support team themselves. If they told you the case was escalated, they will definitely get back to you with an update. It may take some time as I guess they need to track the delivery with the delivery company and so on.
We cannot really advise you what next to do here. You already have a case with Intel and they will investigate until the issue is solved. You don't have to worry, be a little patient. .. they will get back to you.
Hope this is helpful.