Is it? The problem is scaling at the stores, both in support and sales, and that they can't really keep up. There are some fairly obvious ways to tackle both o

Is it? The problem is scaling at the stores, both in support and sales, and that they can't really keep up. There are some fairly obvious ways to tackle both of those issues that have been ignored - god forbid Apple lowered themselves to have an actual sales counter that could churn through customers who know what they want rapidly. Triage and management of support cases seems to need desperate reform (it's still great that Apple gave me a whole new Macbook last week. It's bad that it took two weeks with a dead machine before they could see me and that product reliability is going downhill so fast that this is the third time that Macbook has fried itself in two years).