Terrible in-store experience

I followed all of your unfriendly processes to book an appointment for a battery replacement. I arrived early and was eventually served 30 minutes after my appointed time. When I was served at the technical support desk I was told to hand in my phone and it would take 3-5 days. Three questions: 1. Why was this not explained upfront when I booked the appointment? 2. Why is this not stated on your website? You have a lengthy explanation about what you need to do for a screen repair 3. If all I needed to do was hand in the phone then why did I need to stand in a queue to see a technical service agent to do this You really need to review your instore processes. Every time I go to one of your stores it is a bad experience.