Is this common practice?  I purchased my first Alienware desktop during the holidays for my son.  This morning, it would not power on, at all.  I exhausted all of the community suggestions, so I decided to call.

1st call was dropped after waiting 15 minutes
2nd call was answered by Virginia, after waiting 15 minutes, who told me no agents were available and to call back in three hours.

This is my first time calling support so I don't know what common practice is now.  Are they more concerned with wait queue stats than actually providing support?  Seems like a quality issue and I may have chosen the wrong company.

Is this an isolated issue?