It is a big deal for many. Yes, a few people reported some surprisingly show wait times recently when they got lucky. As I said, I called 3 times this weekend. My SHORTEST wait was 34 minutes. The other two were over 50. And, in all 3 cases, the room was not available. So, it is kinda a "big deal" to wait on hold for a total of something over 2 hours this weekend only to be told by one CM that it must be something I'm entering incorrectly -- then by another cast member that it was the system just not being fast enough with the updates -- and then by another cast member that it was a known glitch.
As an "IT professional", I would think that you, of all people, would recognize the value of time. Wasting 2+ hours of my weekend is kinda a "big deal" to me. Especially when, in the end, the bookings could not be made because the rooms were actually not available. That's a "big deal" to me and I think a lot of other people.
EDIT: It looks like you keep editing your response. So, this may no longer apply. Oh well.