This article by Joe White for App Advice references a mostly unnecessary hate article by Steve Rose for the Guardian, which tries to encompass all the annoying things about Apple. (Like that hasn’t been done to death already.) One area he might be rightfully addressing however, which White also addresses towards the end of his article, is increasingly busy retail service.
"Getting hold of an Apple Store employee is indeed a nightmare, not only when purchasing, but when seeking advice, assistance, or direction. I always feel whenever I’m in my local Apple Store that employees don’t care all that much about customers unless you’re looking to buy. This is a bad image to send out…
My main problem with the Apple Store, however, is the mountain you have to climb in order to facilitate a repair on an iOS or OS X device. Booking Genius Bar appointments is impossible at my local store (it’s block reserved as far as the system can go), and waiting as a walk-in customer takes up hours of your evening or weekend. This sends out a rotten message to Apple’s user base: one that positions Apple as being happy to sell you a product, but not to provide worthwhile aftercare."
Just a few years ago, my dad and I went to a Hong Kong Apple Store to get a Mac repaired at the Genius Bar, which didn’t take long considering how absolutely jam-packed the store was throughout the day. The repair was made during a walk-in session - we didn’t book an appointment beforehand - and done all on the same day.
It makes me a little skeptical that White and Rose’s case applies to the majority of Apple Stores. However if this really is the case now, it remains unsurprising, considering how much Apple’s user base has grown even in just the past five years.