what you said is not wrong. But..
it's like pre-thanksgiving sale in Best Buy, some people get up at 4am to stand in line, they would think they should be the first to get in store because they were all given a number (wacxx) in sequence. By 7am, the line is getting super long. The door opens, the line starts moving, one batch of people at a time, even in a very slow pace. There are lots complaints from different directions. Then the store manager made a decision to reduce the 'backlog', make the single line into multiple groups, but not based on who came in first. So there is a hope in every group that you could be the next being called. By 9am, about at least 20% of lucky ones in each group have got what they want.
Now honestly, can you expect the ones in the 4am group feel the same way as those in 6 or 7 or 8 am groups? If you happened to be one of them in the front line, watching people from different groups being called, can you still say the same?
What the store manager did is very smart, it did not solve the 'backlog', the amount of people working in store are still the same, only the customers came in different time. So you can't say it takes 4 hours, it 'COULD' be in 1 hour. The statistics looks better, the report seems great...
Frankly I would applause this if I am in 8am group... we are only human.
No offense to late filers, this is the wrong doings of CSC, we are all victims, in a way...