wait times

Seriously, WTF is up with being told you will have to wait ~20 minutes to get support for your cell phone?  For some reason, I cannot use Shazam on my BlackBerry Curve 8330 and I’ve exhausted the options w/ Shazam support so I’m on hold with Sprint BB support now.  Been 13 minutes and I was told it would be at least 20 when I called.