Apple acts like they have this fine tuned customer service machine. But actually it is a process that values their precious time much more than yours. They make you wait in line to give your information to the first contact and get an appointment. Then you check in for your appointment and you wait in line again to give the second person your information. Then you are sent to a table to wait for the third person to approach you and tell you he is the traffic guy and what are you here for. You finally get to the fourth guy that is the guy that can help you and he has to refer to a technician in the back to see if your phones cracked screen can be replaced. More people need to complain about this process or it will never get fixed. It is a damn good thing that Apple products are the best in the market. If they had to depend on their stores as a service to bring back customers to buy their next product, they would go out of business.