A similar thing is happening with me. My Macbook was sent in for repair a few days ago. Early yesterday, it showed up as 'Repair in progress' or whatever but now it shows as 'on hold - need information' and instructs me to contact Apple Care. So I called them and they were essentially clueless.
The support agent I spoke to basically had me repeat the story of the problem I'm having (even though that information is already in the ticket) and then just said he was updating the ticket with that information.
I then called the Apple store who had shipped my laptop to the depot after being unable to repair it themselves. The repair guy there said the ticket indicated that the folks at the repair depot couldn't reproduce the issue. Ummm...ok.
So, the Apple store guys couldn't fix my 'broken' speaker and decided it was the logic board, so they sent it out for repair. Now they can't reproduce the issue? Just replace the logic board!
I'm really getting fed up here. From the run around I'm getting about my repair to the goon in customer service who had the nerve to tell me that 'the logic board didn't decide to fail after the 14 day return period,' I've become completely disenchanted with Apple.
All I want is to continue enjoying my laptop without any problems--exactly what I paid for.