I just had the worst customer service experience I've ever had, and really disappointed it was with Apple. A seemingly small question cascaded into 4 1/2 hours of wasted time.. My 2012 Retina MBP needs a new battery as it barely keeps a charge. Still a great machine so was ready to pay the $200 no problem. The only thing is I live 2 hours away from the nearest Apple store. I hoped to mail it in for repair as I've done in the past, so started chatting with support. Apparently the rMBP cannot be mailed in, must be taken to a store. Fair enough I thought.. an inconvenience but at least I have an excuse to go shopping. I wanted to confirm if the store was able to do the repair same day to save me time. Or, if they could have the part in stock first before making the trip. "No problem" the rep said, lets make the appt and you can call to get specifics, heres the store number.. I call the store and try about 10 times to get past the automated voice prompt with the magic phrase to let me talk to a real employee. Nope.. routed to AppleCare with a 20 minute wait before I hang up and try chat again. They have someone call me about 15 minutes later. The person I spoke to was very friendly. I explain the situation and how I was in some sort of "infinite loop" (I don't think she got the joke lol). She attempts to contact the store to get an answer. I'm placed on hold for another 40 minutes at this point, as she has trouble getting ahold of anyone. Keeps coming back on every 10 minutes to apologize. Finally get the answer that "no.. it wouldn't be same day, most likely a few days". "Fine..", I said.. "So again no way I can just mail this in? Would hate to drive 4 hours to hand off an item". Said she understands so places me on hold again to see what she can do. 20 minutes later she asks if she could give me a call back. 30 Minutes go by and I'm called back and routed over to a different person. Very nice guy that seemed at first like he was going to give me a solution. I'm met with long periods (2-3+ minutes) of silence, then eventually placed on hold. He says something is wrong with the system so will need to call me back. A third rep calls back later and finally tells me (after another period of holding).. that.. the battery isn't available. Will not be back in stock till late February. WTF... I'm too friendly so just say I'm upset and glad I didn't drive to the store, but instead just wasted that amount of time attempting to setup the repair. I got a weak apology and an offer for a free replacement battery in a month.. can't do anything else. I would also still need to drive to the store to drop it off.. Just so upset over this situation. I understand mistakes happen but I don't know how I feel.. cancelled my HomePod order and would jump ship if I wasn't so invested in the Apple ecosystem already. I wanted to file a complaint but no way to do that either.. so posting here to vent I guess. TLDR: Apple stores don't have real phone numbers.. Apple support is broken.. rMBP repair is a journey I'm not sure I want to take again.