I've been a valued Apple customer for nearly ten years but I've recently noticed a sharp decline in the high-level customer service that drew me to Apple to begin with. My most recent experience is a classic example.\n\nI was on vacation when my iPhone took a dip in the Pacific. Upon returning, I stopped by the Apple store to have it replaced only to learn that they wouldn't even talk to me without an appointment and the soonest appointment was two hours later. I found this odd as there were several employees loitering around. I guess their time was more important than mine. \n\nI rescheduled a couple of days later when I knew the store wouldn't be so busy. Upon arriving, I couldn't get any of the employees to acknowledge me to check me in for my appointment. I finally decided to rudely interrupt two employees that were in the middle of a meaningless conversation. I was checked in and waited nearly 30 minutes PAST my scheduled appointment before I gave up and walked out!\n\nSo hopefully the third time will be the charm. Not really! Same scenario as before. I booked, struggled to get acknowledged then was rudely greeted by the Apple \"Genius\" a solid 20 minutes after my scheduled appointment. I had three issues that needed to be resolved including loose screws on my laptop, a broken iPod touch and my water-logged iPhone. The \"Genius\" told me that he only had 25 minutes booked and could therefore only take care of one of my issues. I kindly told him that his schedule was unimportant to me as they have burned over an hour o my time. I explained my displeasure and the \"Genius\" responded to me by saying, \" well, what do you want me to do?\" I responded by saying \"nothing much, just your job!\"\n\nAfter they replaced my two I-devices, I told them that I would gladly take my laptop and my business elsewhere. Upon leaving, the manager asked me what the problem was. Upon explaining, he said that they have missed their numbers the past few months prohibiting him from hiring new staff. I kindly responded that the problem wasn't the quantity of his staff but the quality.\n\nI look forward to taking my annual $20k in Apple purchases elsewhere.