..you must have pressed "1" for a call, when you clearly needed "2" for a conversation.

MS have responded in a timely fashion within the service parameters..

Infuriating, isn't it?

It's like those companies that promise to respond to your household within X hours. The consumer imagines a man at the door to sort out the problem, while the truth is someone will phone and make an appointment to come in a week's time.