--Snip--
Not sure about the average time but it could really take a long time like a month or so? and not to mention it doesn't guarantee that you will get an answer that you're hoping for, I've seen lot's of people who got crappy unrelated answers from them.
It's been really a while since this notice showed up and it's still there until now
Notice: Our support team is currently under heavy load and may take longer than usual to respond to your request.
You should seriously consider importing your wallet into another like for example electrum which I believe I posted a tutorial of in my previous post (#3). Just be sure to get the latest version.