1st time used, will cancel today very disappointed

I agree. When you can't do it yourself, you are usually less irritated by the time it takes them - when you can do it yourself, you think "what did I pay you for, I could do (did) it myself in less time than it took to call". When you can do it yourself, the benefit in calling isn't going to be the "service time", it's going to be the convenience of not getting your hands dirty.