It's downloading quite a few packages - it would take close to that long on a full PC to download/install that much.

Are you sure you've actually used Apple's support before? It may be different for their laptops, but in the past when I had an iPod (it was a 4th gen photo, which was a complete piece of shit that I had to call into service every 3-5 months for two years), I was often on the phone for 30-40 minutes before speaking with a representative, and most of the time the person hardly spoke English, and then when I requested a repair, they 4-day ship me a box, I 4-day ship them back a box, and then they 4-day ship me a new box, meaning I'm without my iPod for two weeks. Also, bringing it into the Apple store is hardly better. You end up waiting around at the place for several hours, even if you have an advanced appointment. My experience with Apple's support, combined with the complete piece of shit I paid $300 for, is the reason I will NEVER buy another Apple product. If you're looking for excellent support, use Dell's. In my experience, they have very short hold times, and ask far fewer questions before accepting the repair/refurb.