Jason Snell at Macworld writes about the bullshit that Macworld went though to get an eBook version of their iPhone and iPod Touch Superguide published to the App Store. Every time that someone reveals the details of this process it reinforces to me my belief that the fundamental flaw in how Apple is handling the approval/rejection process is that it is being treated as a “call center” process instead of a “quality assurance” process. Having done both I can attest that I have witnessed scenarios almost identical to what Jason describes during my technical support days. Sadly, my experience in this field tells me that the only way this process can be fixed is to raze it to the ground and start from scratch. Monkeys like “Steve” from the article are fundamentally incapable of being re-educated.