It shouldn’t take that long. It should be under 1 minute.
You can replace the LCD yourself. Go to
https://openthings.freshdesk.com/support/solutions/articles/5000859137-troubleshooting-and-technical-help
scroll down to “My controller’s LCD went bad. How can I get it replaced?” there are instructions there.
once your LCD is working, when you power on you can check the firmware version displayed on the LCD. If it says 2.2.0(2) then it means the update is successful. If it’s still showing the old firmware, you can file a support ticket and arrange for it to be sent back to us so we can update the firmware for you.