Disappointed by the response time

I have logged calls twice , and in all the occasions, I have been disappointed with their response rate. I don't know if they understand the meaning of returning calls immediately and contacting clients shortly. I needed help and am forced to wait for a long time without any assistance. I logged a call for emergency assistance and was responded to two hours later. I don't understand if this is only happening to me only, but I am disappointed with this kind of service.