I don't see what the big deal is? Unless your contract with a another group of individuals says that group will serve you within X amount of time when calling with a problem, you're SOL.

Lots of talk on here about government and rights and other stuff when it's just that you're paying for a service, and you're either served or you're not. Take your money elsewhere. Oh, they're a monopoly? Think of how to improve and disrupt. I'm sure there used to be horsedrawn carriage monopolies also.