Chat line only opens at 11.00am - so phoned to discover that is why no reply!

I spent 40 minutes waiting on the chat line to speak to a technical consultant so eventually phoned. After 15 minutes of waiting called in to log the the technical problem - only to be told that the chat line is only available from 11.00 am. Why not put that on your website? You are wasting your customers' time - adding to the frustrations that they already have with your poor service. I feel sorry for your staff.