Is Quickbooks support always this poor?

I have two clients where I have recommended implementation of Quickbooks for specific features around job costing and reporting.
Working with the local specialist we have come up against an issue that seems fundamental - I cannot believe that the software will not cope with it and wanted to talk with a pre-sales specialist at Quickbooks to get their suggestions.

It took two minutes last Friday afternoon to get a human being on the pre-sales number - who promptly said that for any information on the product I needed to talk with customer support but there was a two minute wait.
No problem with that, but after another thiry minutes of 'Do not hang up - you are moving up the queue....' I gave up.

I will pose the technical question as another thread here but am left with a concern. Do I want to continue to recommend use of Quickbooks if this is typical of their support?
The website FAQs were very sparse and I could see no email address where I could send a summary of the question.
What experiences with Quickbooks do others have?
Was I just unfortunate on a busy Friday afternoon or is this normal?

Do other software vendors provide a better support function or are they all as poor as each other?
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