Shocking Client service

I Called incredible to ask if they could do a Laptop Upgrade for me. They said pop through which I did. I went to the technician at the back of the shop and he was helping another client. I understand that and waited more than 10 minutes for an acknowledgement or anything that meant that he was coming. He totally ignored us and walked to the back and then came out again and continued with the client. If he had simply said will be with you now or had asked what I needed would have been far less rude. Sullen an d not caring doesn't work - easier to go upstairs and use Matrix. Complained at incredible help desk and said bad service and they just shrugged and said well only one person on duty - sort of tough luck. Anyway we have a staff of 20 people and will move all that business away too.