From now on, I'm not listening to the new menu options when I call customer service numbers. My call to the New York Times today required a real person as opposed to their interactive voice response system--I needed to confirm that a previously scheduled vacation stop had now been deleted.
Upon hearing "Please listen carefully to our new menu options," I pressed zero and was routed into the queue. A few minutes later, my call was answered by a representative who, it turned out, was totally on the ball, knew everything about my account settings, was very fast and helpful, and was able to send me on my way in less than 2 minutes.
As for IVR systems generally, they would be much better if they confirmed settings changes in one, fast recitation instead of at various stopping points along the way. When I schedule vacation stops using the Times's IVR system, years seem to pass while a synthesized voice articulates, with all the speed of growing grass, my home address for confirmation even before I can key in the relevant dates.