Milestone Tech Support Wait Time, Does This Happen To Everyone?

For quite sometime now I have noticed myself and the other engineers waiting on hold for over an hour just to get to a tier 1 technician. Is this a common occurrence amongst other integrators? Does anyone have a best time to call them to reduce the wait time? If something is not working properly and my fellow engineers need support I cant have them waiting on hold for over an hour every single time.

Hik, Avigilon, Exacq, Pelco, these are just some examples of other manufacturers that we integrate and never run into wait times like this with.

Just seems strange as one of the largest competitors in the market to have such a slow turn around with tech support. They recently added the option to press a button and your spot in the Que will remain and they will call you back. Unfortunately on numerous occasions they have never called back.

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