Bad customer service by Lesego

So my husband was testing the panic button device to see if they will call and after how long do they call for emergency, Lesego decides to call after almost 10 Min. I confirm that it is not an emergency, we were just testing the unit and then I ask why they took time and to my surprise Lesego tells me that it is because they have to attend to other people as there is a queue, so i ask wasn't the alert an emergency and why should there be a queue for our lives then the nerve Lesego has, Lesego says to me don't I know that there is a QUEUE IN LIFE, how can you say such, if it was a real life situation that means by the time they call then one would be dead, bad service.