> even if you have an appointment, you have to wait

Am I the only one who finds this vain and disrespectful? I'm on time to my meetings. I'm on time to dinner after boozy brunch. Yet Apple can't help but overcommit when I take the time to schedule with them?

Go ahead and charge me a $20 cancellation fee for a "premium appointment". But don't present your brand with all the poise and discipline of a teen Hollywood wannabe.

Do you think they can estimate ahead of time how long each appointment will take?

Accurately enough, yes. As long as they go over the actual time it takes, everything is fine.

"Your call is important to us, you are seventh in the queue and the call will be answered in 41 minutes to 1 hour." Yeah, no it won't.