When I call my bank, do I get put on hold for 14 hours? Of course not.
When I open up a ticket with any major company (except IPB), do I get put on hold for 14 hours? No. In fact, this is the most horrific support time I've seen.
Just a few examples of what I'm talking about here:
Softlayer - major corporation, major clients, 1000s of clients - 2 hours max for initial response
Hivelocity - same thing, maybe 3 hours
I could go on and on and on, but the point is that 14 hours is pushing it for response times. If it takes you that long to get a response, you need help.
