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Automated Phone System is the worst I've ever dealt with (even Comcast!)

I first looked on the website to get instructions on returning an accessory (otterbox case).  I found the page that referred to returning devices and accessories.   There were instructions for devices, but I couldn't any reference to devices.  I tried to chat and was told that I didn't have any devices eligible for return.  Just received the iphone and case last week (less than 30 days).  I called and was told that the hold was from ? to 13 minutes.  I held for 30 minutes or more and was disconnected.  Automated voice told me there was a problem and to call back later.  JEEEEZ.   I have now called again and the wait was 3 minutes.  I have been waiting for 11 minutes so far.   HOW DO YOU TALK TO THESE PEOPLE!