I was having a problem with my MacBook Pro. The cursor was freezing up and the trackpad was not responding. I tried to problem solve by watching videos in YouTube and Googling the answers on how to fix it. After different attempts to fix it, nothing was working. The cursor was still frozen. I gave up, went to the website - support.apple.com. All I wanted was to make a reservation at the Genius Bar so I can get help. As I was trying to make a reservation, I was getting stuck on on a profile that trying to solve my problem, it won't continue and load up to make reservation for the Genius Bar. My frustration was getting high. Again , I called the Apple Store at Arrowhead Mall. When I called, I was on hold for 40 minutes until someone picked up and helped me. The support person was great, she was patient and helped me my Mac problem via phone. So my point is, to get ready to be on hold for a long time before getting help.