questioning your effeciency

i called in yesterday to do a test on my vehicle, I am still waiting for my test results even though I was told I'll be responded to in a few minutes. The reason for my test was because my colleague who was a Netstar client had her car ****** last week, when she reported it she was told she's blocking the lines by a consultant and the chopper was only sent after 45mins of incident being reported. This obviously rings alarms in my head that when I am in a similar situation the same non-response will be given to me as a simple test could not even be done. I'm seriously questioning your efficiency, especially in the time of an emergency right now