I didn't even mind being on hold as much as I usually do because they offered two stand-out features:
- Wait time notifications - You are told how long the wait is both at the start of waiting and along the way. Psychologically, this information offers a light at the end of the tunnel allows by letting the user know the wait is not forever.
- Music opt out - Immediately, a recording tells you something to the effect of: "if you prefer, you may select "1" to and music will not play." This is great because sometimes I confuse high tension points in songs to someone arriving on the line. Without the music, the only things interrupting silence are a recorded message (#1) or the phone ringing to get to a live support operator. Nice.
PS: Their website is still one of the biggest ux fails of all time :)