CUSTOMER SERVICE....??????

Why is Dell Customer Service....SO BAD....??????

I called at 5:43 pm/edst and was on HOLD for 27m 43 sec...then I called again at 6:11pm/edst and was placed on HOLD for 16m 6sec...

I am upset about the software on a computer I ordered for my sister and I cant get any Dell rep, with authority ...on the phone...just put on HOLD...that is wrong