Just Answer an on-line service that supposedly answers any & all questions that one can have Internet

I asked a question about a dvr issue; according to their screen, my question was awaiting an expert for more than an hour. When I asked for a refund, it was processed immediately. I don't understand why they kept me waiting a hour - esp. since I got a message for 'Charles' that he was ready to answer my question as soon as I had submitted it, then nothing.
I called their customer service number and basically got the run-around. When I told the person I was going to submit a very bad review of their offerings and service, she replied that that was just fine.
This place is one to avoid. It's a huge waste of time, & certainly could be a waste of money.