Apple Care not replying to me after weeks, what to do?

[thefriendshipmachine]

3 weeks ago I called them to talk about the image retention in my imac and a senior support gentleman created a ticket for the engineering team. 2 weeks ago they replied to us saying "image retention is normal in IPS displays and you need to switch to screen saver". But in my case retention takes place after 2 minutes, and is burned in for 6 minutes and beyond (since I opened mac rumors in safari to type this, it has burned into the screen). The senior support man agreed that this isn't normal and asked me to send them more details, so I recorded them a video of me opening safari, watching a 2 minute video on youtube, and then showing how safari burned in and wouldnt go away for 6 minutes after.

Well, that was 2 weeks ago, and still they havent answered me. 1 week ago I sent the senior support man an email asking if everything was ok and he said he hasn't heard back from the engineering team but he's sure theyre working on it.

I dont have any experience with this. Does anyone know if this wait time is normal? Or does it sound like something else might be wrong here? What should I do?

I dont mind being patient but apple care expires in a few months on this mac and im worried if this takes too long to troubleshoot that I might be in hot water. Does anyone know if the same issue re-appears that you got fixed under apple care, if they will fix it again once it expires?