I had a 30 minute wait time to modify a booking during the hurricane, but other than that I really haven't had to wait too long. And even that 30 minute wait I thought was reasonable when they're slammed due to a storm coupled with being closed on labor day and closing at 3pm the following day.
I'm often the first one to criticize, probably excessively, but I just have not had this experience.
Are you calling at 9am eastern time when they first open? Maybe they get an initial rush but then it settles down a bit.