Yeah I've been there about 5 times for 5 separate issues over the past few years. In every instance, they've made me wait HOURS, not matter what the service or what the issue. Today I waited 3 hours.
Over 2 years ago it fell into water for 3 literal seconds. Their policy is to never, ever fix a phone that has had even a molecule of water inside of it. It's annoying, but the policy isn't my problem.
My big problem is the ridiculous customer service. They could have just asked me up front if it had ever been exposed to water. I would have said yes and saved myself 3 hours. Instead they open up a fragile screen, break off bigger chunks of it, make it nearly unusable, and give it back saying "well you could buy another phone for 300 bucks". Ugh. I avoid this place like the plague.