Hold for me is pretty good. I've never used the phonetree feature, but I think it's often the case that I don't know which button I need to press: I have to listen to them all first, then decide which one. Commonly I have to listen to the tree twice: once to decide, and once to find out what to click. I'll probably look for the phonetree next time, so I can just read over it and find what I want. I agree it would be much better to preload it, but that might not be plausible due to privacy concerns or legal reasons.