Enterprise support complaint

I have a 5 year service contract for my dell server and today I tried to call for support for a simple question that would take just 5 mins max to get an answer.. I had to speak to 3 different people and give my service code before I got connected to the right person. then I was waiting on hold another 10 minutes for someone to pick up the call. At that point I needed to go to another meeting and couldn't take the call. This is unacceptable given this is enterprise support.