Discovery. High and low

Once you manage to get through to the customer service person, the service is excellent. The downside is getting through to the call center. Yesterday afternoon I phoned and was kept on the line for 1 hour and 10 minutes before I hung up. I tred a 2nd time and waited forva further 20 minutes without getting an agent. ...Frustrated to say the least! This morning I called at 0830 and was answered in 2 minutes. Almost fell off my barstool. But once I was connected to the right person, the process was a pleasure.