Last week started to lock up with a blue screen
You sure you didn't buy a Windows phone ? I've never heard of a blue-screening iPhone. Guess there's always an opportunity for a first !
Good to hear your feedback did the job. And good to hear Apple are making improvements to the system.
I don't think its a lot of machines needing support, its just that the same technical talent needs to wear three hats (repairs, consumer training, business training) ... as a result there's lots of demand on their time. So reviews of ways to make more efficient use of staff resources sounds like a good plan.
By the way, when it comes to iPhones, I highly recommend Apple Care. No need to visit a shop, just call them up, and a nice man from UPS turns up the next day and you swap a brand new phone for your faulty one. Not that iPhones break much, I've only had one with a fault.... but the UPS swap was a lovely experience.
I believe Apple Care now also covers accidental damage (subject to a small excess fee) .... so could be a double-win for those prone to putting phones in the washing machine.