I've always had polite folks, but the new IVR does appear to misroute me a good portion of the time. I don't know if it has trouble with the old US East alphanumeric DM #s or what, but as a CP I routinely get routed to the standard non-preferred desk. Every now and then I'll hear "Preferred Desk, this is x", but only once have I properly reached the CP desk. This out of a sample of about 15 this year.

I know 15 is still a small sample, but I'd say it's night enough to ask the question OP poses. Luckily I usually have simple questions, but when I need a rule bent the IVR never seem to get me to the folks who may be able to help out.