And sure enough over the next couple of days , I had four calls and spent three hours attempting to upload , download , reload and resolve things . And , I have to say the people at the other end were pleasant , funny and helpful . They concluded the issue was with my BB itself and not their network and they said I qualified for an upgrade - e.g. a new device at a discount .

Question: Why did the narrator spend so much time on the phone ?
Answer: She was on the phone with tech support trying to fix her computer .She was on the phone with tech support trying to fix her car computer .She was on her cell phone talking as they tried to fix her cell phone .She enjoyed having a conversation with them because they were so pleasant .