Player Support time

As a player who has a bit more problems then the norm, I use the Player Support line a lot and send in support tickets. A lot. I have to wonder though, why does it take so long for those support tickets to get answered? Don't get me wrong, I'm glad they get answered. It just seems like an awfully long time to wait for an answer. It took 3+ hours just to answer a question on why I couldn't connect to the server last night. I feel like things would be much smoother on the support side if there was a live on screen chat with a representative or something. Just wondering is all.