Why is Support so SLOW?!!!

Why is the response to customer service so slow and stupid?

The password reset broke. The password sent to me via email allows me to login and when I am prompted to change the password: Enter new UNIX password: Retype new UNIX password: upon changing the software I receive a pop up that says that connection was closed by the remote host. I posted this issue and I didn’t receive a response for 6 hours. Then I did not receive a subsequent response for another 3 hours. I am stuck in this look and cannot do anything because anytime that I attempt to change the password this happens. I finally received access to the recovery iso to change the password and now I have to wait for them to boot into the normal environment. I have been waiting for 3 hours now for them to boot it into the normal environment. While I am waiting for this I have paid subscribers calling me and sending me nasty emails. WTF? Is this what I’m suppose to expect as a paid subscriber?