Apple Support has a feature that allows users to be put on hold for over two hours, while waiting for a call from Apple Support, including about the app submitted to the Mac App Store, without knowing if it was in limbo longer than usual due to App Review than usual. The author argues that Apple can't control how many people will need support due to scale scale of the scale of support, and sometimes things get backed up and there are far more people waiting for help than they can handle. The article suggests that Apple should increase its support staff to handle more cases and that the company should consider hiring more people.