2 Hours to call customer service?

Emily had to call Orange Customer Services this evening. Her phone (a Samsung D600e) has been playing up for a while and refuses to turn on. She called up Orange yesterday and waited 10 minutes to talk to someone about a replacement. I was quite impressed with the response from Orange. Everything was done and the new phone arrived this evening, however when we put the old battery onto the new phone the exact same problem occurred – it just refused to turn on. So, after numerous methods of charging (USB and wall charger) we decided that there must be something wrong with the battery.

Emily called Orange at 8pm but, after an amazing 2 hours in the queue we were still waiting. We gave up at just after 10 when I tried calling off my own phone only to find that the relevant team had actually finished at 10pm