I've been in there twice with an appointment and have been helped within 10 minutes both times.
Of course a lot of people are impatient and embellish wait times because it seems like more time going by when you're not doing anything. Much like idiots scooting forward by inches at a red light, as if they now have time to get a coffee and breakfast.
But I'm sure everyones experience isn't the same. #geniusbar