How long does Chat support for Xbox normally take? I have been waiting for 6 hours to get...

I have been waiting in line for chat support for the past 6 hours to get my question answered. My position initially started somewhere in the high 100s and it slowly lowered to 6th in line. Since reaching 6th it has sat there for about 4.5 hours without
moving. Is this the standard for Microsoft customer support make them wait at least 6 hours without leaving their computer incase someone responds?

:)