Is it me or is tech support terrible?

I've tried to restore an accidentally deleted user.  It's been 5 days and I was told the first day it would take 24-48 hours.  I was told the 3rd day it would take 24-48 hours.  I'm already outside that window.  I've tried to call tech support and have been on hold with Tier 2 support of an hour.  

The IRS has better response times.