Why is signing up for genius bar so difficult

I just spent fifteen minutes in an endless loop, trying to sign up for the genius bar at an apple store. Tried calling the store, was told by automated voice that I can only do it online. Tried to sign up online, following instructions (find store, select genius bar) but it just sent me to a page that explains what the genius bar is, and suggests other means of support. Finally got the store by pretending I wanted to buy something, explained it was an itunes problem, and I wanted genius bar, and she said let me route you to the iTunes department and sent me back to Customer Care (for which I would have to pay $29 to solve a problem that is definitely Itunes 12 software related). Fortunately she told me the magic word to get someone at the store: "manager." That person also tried to route me to customer care, until I said, aren't there genius bar people who know Itunes? He admitted there were, so now I have an appointment. I'm an Apple Mac Mini user, have been with apple for decades, but this is ridiculous!