I got my 4 hour call-back after 9 hours. Guy said it was a Monday, and he was also a dispatcher, so was swamped. If you get a tech that says the call-back queue doesn't exist, hang up, and get someone else (I had one tech tell me that was just so I'd go away and give it time to start working). The Tinley Park piece came from another user on here, but you definitely need to speak to someone other than the front line techs. They can't/won't enter the pairing info.