There should be a separate review queue for application description, the current system is incredibly inefficient.
This smacks of the sort of bureaucratic mediocrity which Steve Jobs should hate and have hunted down, quickly and without mercy. It's exactly the sort of big company rot that slows a big company down.
Every time that I (or anyone else that I know) has ever had a problem with an Apple product, they've taken swift care of the issue. They've given me a brand new iPod on the spot when an old one broke before. Apple's customer service is one of the main reasons that people buy Apple products.
Not that the app queue doesn't suck, don't get me wrong.
The App Store's unfriendliness is not new -- it's just the awful iTMS experience with a larger audience. Institutional hardware customers have been getting fucked on a regular basis ever since the return of Jobs.
I will agree with you that Apple is not big on customer service. But, when the bar is set so low, they are the tallest dwarf in the room.