Tech Support Calls being disconnected?

Keep in mind that the problems getting to SS is THEIR phone system and people.

Any break-in will be handled by COPS, the monitoring company.  And they have very few (valid) complaints.

COPS is pretty badass, actually.  I put my system into test yesterday for the first time.  I got a text message from them instantly and a phone call within 20 second.  

It is a shame that their tech support is so terrible.  This system would be a definite keeper if the support was there to back it up.

I've been disconnected from their customer service line 20 times this morning since 9AM EST.  Talked to three reps, only to have the calls cut off mid conversation.  This is insane.

*Update*

Customer service rep Ryan did call me back directly and was able to successfully resolve the issues.  Kudos to them on the service, although their infrastructure to get to that point leaves a little to be desired at the moment.  Customer service is a tough job as it is - I'd hate to be in their shoes taking the heat from customers who are needlessly frustrated by the phone system.

@joshmillslane  your post hits the mark and paints reality as it is currently at the SS support center.  Just called and the time estimate feature was gone, possibly showing SS is proactively attempting to resolve their technical issues.

Had the same thing happen to me this morning on a call with CS. We were talking for about 15-20 minutes when the rep asked if I was still there and I said yes I am and then the next thing that I hear is a busy signal. I immediately thought okay the call must have gotten dropped (VOIP not cellphone) so I waited to see if he would call me back and then I just called CS back and got someone else different but then while on the call with the new CS rep the other one called me back so I completed where we had left off with the first CS rep. I was glad that he had called me back but he said what happened was that on his end his computer completely shut off so it disconnected the call somehow so he had to start all over again. What a pain for him but he was so nice and I was glad that he called me back to let me know what happened and so that we could finish trouble shooting the problem. I think that SS is definitely trying to correct the issues they have been having lately with CS. I give them props for that! =)