As a software dev, that means customer care is doing their job and covering for their devs. Even if a dev says "no problem, it'll be 2 days" a customer-facing element will rarely tell you "devs said no problem, it'll be 2 days." Because then when it takes 4 whole days it looks like a failure, customer care looks bad, the developer looks bad, everyone is unhappy. The best you might get is "devs said it'll be up to 2 weeks" just to be safe.
For what it's worth, the
Home Assistant integration we've developed provides the same functionality (including iOS Shortcuts). Yes the Lucid app should be fixed (and will be, at some point), but this does give you a workaround at least.