I tried to call their appointment line multiple times to do my passport, and it just goes to an answering machine every time. So, I went down and waited in line on my lunch break with all the paperwork and photos in hand ready to go. The man helping me was about to process my paperwork and then asked me if I had an appointment. I explained to him that I can't get through on the appointment line, and he just handed me a piece of paper with that same number on it and told me I needed an appointment.
Thanks for nothing. Terrible customer service.