I've been trying to get a replacement battery for my Macbook Pro for two weeks. The wait times on the phone support line have been interminable, but I figured that with the launch of Leopard they were probably swamped, so I kept dropping off after 5 minutes and calling back every few days.
Today I stuck a headset in my ear while I was working and waited on hold. The first person I got, after 10 minutes or so, said they needed to direct me to another department. Here is what the second person, after a 25-30 minute wait said:
"I see from your serial number you have a Macbook Pro."
Yes, I replied.
"Is this a portable computer?"
When I replied—incredulous—that it was, the man said there was a special "portables" department and shuffled me back directly into the same queue I had been in before.
Total wait time: 45 minutes.
Total problems solved: 0.
Both these guys were Indian while Apple's tech support tends to be American. I couldn't care less what the nationality of Apple's reps are, but their normally exemplary customer service is seriously (anecdotally) in the shitter at the moment.