When there's a problem with the ticket and needs to resolve/reissue, it does take a well.
Personal experience: Last week, I was at Singapore Changi, travelling back to the US. For some reason, my name came under my little girl's after I changed our flight schedule (calling in) a couple of days before, and the agent at the CX counter could not issue my boarding pass. Took him and another a while before he excused himself and stepped away, in search for someone else to help. Took about 40 mins before I was issued my boarding pass (my daughter and I had separate PNR, although she was linked to me). Not sure what really happened. All I was told was that my booking somehow was put under my daughter's. However, the Changi staff at CX were very polite, very nice. I waited whilst my little one ran around, chatting with other agents at CX. I was very pleased with the ground crew at the CX
counters.

A couple of years ago, I'd some issue with my lap child ticket (albeit I was at the Singapore Airlines counter at LAX and the fault was Singapore's). We were travelling in F and on the SQ manifest, my then infant ticket was in J, or something like that. That took almost an hour to correct-reissue. SQ counter staff at LAX were lovely! Someone took a chair out so that I could sit and wait and offered me a drink.

What I'm trying to say is that when it comes to issuing/reissuing/resolving a ticket problem, I am not surprised at all if it takes upwards of an hour.