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In Mass, a lot depends on what Registry branch you use.
I've never run into a rude clerk or spent more than 20 minutes before being called to the window at the Falmouth branch.
I hope they don't close it down the road.
RI has always been a fuster cluck. Even the NY DMV isn't as bad--average wait time there was 30 minutes or so, and they check all of your paperwork when you walk in and get your call number--if something isn't right, they let you know and give you the correct form or tell you what you need to get before you wait 30-45 minutes and find out at the window. The anticipated wait time is also printed on the ticket, and in most cases, the actual wait time is shorter.
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