That's the reason why they "outsource" support to this Community.  They save on hiring the staff they need and have peers help one another without compensation of any kind instead.  It makes them look good to senior management and shareholders alike who are constantly looking for higher E&P, valuation, etc. and increased "customer engagement".

I figured a long time ago these folks picking up calls and online chats are not all there because they are multi-tasking and not really focused on any one customer.  While they are dealing with you, they're most likely online with other clients at the same time (as I was told on multiple occasions), leaving people on hold (for a very, very, verrrrrrrrrrrrrrrrrrrrrrry long time and without advance notice for what to expect) - it's almost like playing the game of musical chairs, except you don't hear music, only crickets.  And worse, they are often not familiar with the products they support and are simply indifferent.

Next time, if you need help, you would be better off asking your question here unless it requires intervention from Intuit, which the volunteers here can't do.