Last week I was on hold for one hour one day and 1.5 hours the next-no live person ever acknowledged the call. If when I am on hold, I was told at the beginning of the call I was caller 20th in line (for example) and the approximate wait time is 30 minutes I would feel better than the hold music looping over and over without anyone ever answering. The automated answering would advise each time my number descended and announce my new current approximate hold time. The difference btwn these two hold experiences was night and day. The lack of support during crunch time is enough to make us consider another vendor.