I have to say, if I call tech support....option 3, I am answered EVRY time. Never placed on hold.

Customer service, yes, I have been placed on hold but never more than a minute or so.

I have worked in call centers, I am certain, VZW and the call center managers measure time in queue, number in queue, hold times, number of rings to answer, length of call, and sets goals for each rep based on their individual and team numbers. They DO NOT want extended queue or hold times.