With a recent exception of connecting directly to a human, waiting for an hour to speak to an EXP agent is useless. Twitter is helpful in most problems but some problems need to be handled by an EXP agent. Even yesterday when I was talking F2F with an agent at PHL AC to get re-booked the agent at the desk had to call the EXP line just like I would have to and stood there as she waited to get connected to an EXP agent. Total amateur hour.