Apple representatives do not appear to have access to their service center?

I took my Mac Pro in for a battery replacement. Called Apple support after the promised date was missed. I was told they cannot contact the repair center for a status. I should call the store where i took it in for repair. The store told me the same thing. How is it Apple does not have the ability to interact with their repair center? This is the worst customer service I have encountered in quite some time. The focus by Apple on customer experience has seemed to be lost when it comes to repairs. Anyone else having the same issue?