I have found that a speaker phone is great for when you are put on hold, go to speaker, turn it up, turn the radio back on and continue surfing the net.
Keep a small note book with all the service tag, customer service number, incident stuff they are going to ask for at least ten times. when asked for these numbers repeat them S L O W L Y, ask them to spell their name and employee number. Ask them for a direct call back number.
Settle in knowing that it is going to take a while, (coffee and pretzels) I spent 5 hours dealing with Verizon re: an area code change, (And a software change that they would not admit was the real problem) Took a while but got a new phone out of them.