Stay on hold - usually not long or I use their online system to report a problem. How long - It varies, 1 day to 4 days. Fix it first time - It depends, my washer pump was replaced the same day, my AC contactor the same day, the Microwave was a week since they needed to order the part. I do seem to be one of the lucky ones. Years ago they sent an incompetent Pool repair person, I complained and they sent another company