Bad/No service

I called Hisense call centre to log a request for my air con to be regassed. I phoned the number and was caller nr 9. After 10 minutes I was still caller nr 9 so I ended the call. Then I phoned an hour later and funny enough was caller nr 9 again. After 2 minutes I was caller nr 8 and after 10 more minutes I was still caller nr 8. How the heck to Hisense work if you cannot help a client just to answer the phone within 10 minutes. If I moved up 1 spot in 10 minutes, do you expect your clients to stay on the line for 90 minutes?