Around the 15th time the recorded voice assures you of your importance, you begin to imagine what you're certain is a faint whiff of sarcasm in her voice. Your eye begins twitching ever so slightly.
The Reason For The Suck:
You may have heard one of those messages say you've called during "peak" hours, when everyone is fucking up at the same time, and to call back later. And you've probably noticed if you call at 2 AM you may get through right away, but if you call at 5 PM the next day, you'll wait an hour.
It seems like the solution to this problem would be simple: shift some of the staff's off-peak hours to the time when, you know, people are actually calling. But predicting a rush of calls is like trying to predict a traffic jam; you know its more likely during certain times of day, but you still can't predict when 50,000 customers all download the same virus-encrusted clip off of DirtySanchez.org at the same time.
You may be asking why they don't just say "better safe than sorry" and staff the call center with extra support just in case of a problem. It's the same reason your yard is not full of unicorns shitting gold coins; that's just not the world we live in. In this world, where support staff are paid by the hour and everything is sacrificed for the bottom line, the company thinks having too many staff sitting idle is worse than not having enough. They even sell special scheduling software intended to make sure call centers have the exact minimum of staff on hand at all times.
So while Tech Support agents tend to be nocturnal cave creatures who use sonar to feed on field mice, that's not why it's easier to talk to one at night. Well, at least it's not the only reason. Somewhere there's a stressed-out manager who'll catch hell if he's got guys "sitting around."