3-4 hours may only be 20 people ahead of you depending on long each call lasts. I bet they are down to 2 or 3 people manning the phones, probably all from their own homes too.I do not think Covid affected PCSpeciaist to the point of having 3:40h of waiting time.
They were (before Covid) and they are a company that works prevalently online, hence I understand @Stevewtw point of view stating that Covid is not an excuse anymore.
Just for the record, I attached a screenshot of my call to PCSpecialist, just because I know that 3:39 hours might sound like an exageration.
(screenshot taken while still customer number 1 in the queue).
Which then they probably need to get in touch with someone else at pcs to find out whats going on.
There won't be 50 people sat there waiting to take calls.
In fact I expect its poor Alice all on her own, 3 phones attached to her head whilst doing live chat too.