DXC customer's get really peeved when they are not kept informed. The queue the clients in front of you, but you both get the same 'quality' of service.
The common problems and solutions is a Snow database but that eats up time. So they just take your name, asset and verify contact. They win points for quick fix calls, but if you are a trouble maker i.e. something for which 'turn it off and on again' won't work, then once you exceed a few mins of them google searching, you get passed over.
After 10 mins you are then forced to type: "Are you still there?" to illicit the response: "Yes. I am looking into your problem. Give me a minute". The agent is dealing with easier chats than yours or if yours is the only one, then they are contractually obliged to leave the building on a scooter to go and get their lunch.
After 30 minutes, they return to your messages of "How's it going?" and "Is this going to take long?", "Hello?" and will respond by saying they have escalated the matter to technical support and conclude with "Is there anything else I can help you with?"
In theory, they should take up to 3 days to contact you. Otherwise a little red-cheeked angry emoticon is added to your incident with lightening bars coming out of its little head on the 4th day and will flash on the 5th and be replaced with a gravestone on the 6th.
Excellent post by @XJXwXuD-qnv.