Im a bit conflicted on this. When service is usually good and its not going as well as it should a thanks for patience is a nicety. If it keeps dragging on and become severe it becomes sort of a. Hey worry about getting work done and pairing down the que and don’t worry about apologizing for it as its gone beyond a minor inconvenience. Its time for magement to think about vouchers or something. Then also you get all the businesses now, especially with phone support, who under staff and so thanks for your patience is just business as usually as they intentionally provide poor service (not the individual people its the company that has a policy of doing it poorly)