I appreciate that instant service is the expectation for such an exorbitant annual fee (and may even be a genuine need) but, as already noted, in the current environment it is likely that they simply don't have the staff to accommodate that expectation.

Tip from a lowly Platinum member - just use the feature to have them call you back when they're next free. Waiting on hold is for suckers. I've used this with the Platinum Concierge (as well as some airlines) and it allows you to go about your day without being chained to a phone. If it makes you feel any better my recent wait time with Delta was 4 hours. I have to call the Platinum Concierge this weekend for help with an upcoming trip and I expect about the same.