Pathetic helpdesk and nobdy to speak to

My service is down and the "help" desk is pathetic. What sort of helpdesk admits the average response time is 38 minutes but use our superquick WhatsApp line to reduce the response to 15 minutes? It's impossible to speak to a person, there's no e-mail address and the oh-so cheerful voice while you're waiting just adds to the irritation. And, please, don't blame it on COVID. Lots of other businesses manage just fine.