The response I got was one of the service centers was in a flood are and another center was handling the calls. I found you get better action when you leave your number for some one to call you back.I called first thing in the morning when you would think there would be no wait but it was over an hour
Part of the reason they don't hire more professionals to assist their customers is because they have users that help other users FOR FREE.
Try posting your problem here and you might get a quick reply.
Complaining here does essentially no good, since you are preaching to the choir (other users)