I know that sounds bad, but it's true. I cringe when I finally get off hold.... please continue to hold, your call will be answered by the next representative and I hear that "black voice" say, "Can I help you?" 98 times out of 100 they either don't get it right, take too long to sort things out or otherwise create an unsatisfactory experience. If you have to resolve a complicated issue of some sort, just hang up and call back. Trust me on this. In 2013, it's time for this crap to end.