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Took me about 1 hour 10 minutes on hold before I spoke w/ the customer service rep.
 
One of the support people told me that on pre sale date the time was 2 hours to anwser

I waited over 10 minutes the day I call but that's what he told me.
 
If you're calling the store for the leather case.. Give up. It's the night before launch. They're letting nonessential staff go home because most will be coming back at 4:30am tomorrow for training. The rest are doing overnight teardown and rebuild of the store displays.

Even the biggest stores have a single person sitting in the back room for a 2-3 hour segment answering the phone and either checking the status of repairs or transferring to Apple care.
 
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