Apple Stores to Adjust Genius Bar Appointments, Set to Train Employees on New Initiative

by

Apple is planning to make a number of changes at its retail stores ahead of the upcoming holiday season, which include adjustments to Genius Bar appointments and training for its employees on a new initiative, according to 9to5Mac.

apple_store_genius_bar_official
The report notes that Apple will do away with the suggested 15 minute time limit for Genius Bar appointments in favor of a system that allows customers to book sessions with time limits based on how many issues they have. A few Apple Retail Stores have already started training for the new measures, as a full rollout of the new policy is expected to take place in the near future.

The company will also reportedly be training its employees on a significant new initiative from Sunday, August 10 to Thursday, August 28, which may pertain to in-store iPhone activations. During the aforementioned time period, Genius Bar employees will receive three hours of training while sales employees will receive five hours of training.

Lastly, Apple will be standardizing its attire for all of its U.S. retail employees, as those on the Apple Store Business Team will switch from their black polo shirts to the blue T-shirts worn by other retail employees.

Top Rated Comments

(View all)
Avatar
82 months ago

I did read the article, and no it doesn't appear they're fixing it. When I go to the Apple store this is what happens. Let's assume I have an appointment for 5:30pm.

[LIST=1]
* Arrive at 5:25 to check in - I'm told someone will be with me right away.
* 5:30 - no one has yet to help me.
* 5:45 - still no one has yet to help me
* 5:50 - finally being helped - (I dropped my iPhone in the toilet)
* 5:55 - Genius agrees to swap my phone out (says it'll talke 5 more mins)
* 6:00 - still no replacement yet.
* 6:05 - dude arrives from the back with my replacement.
* 6:15 - out the door and on my way home.


Something that should literally take 10 mins ends up taking almost a full hour. Ridiculous.

Every damn time I go to the apple store this is my experience. My appointment was for 5:30, I expect to be talking to a genius at or around 5:30 (I'll wait till 5:40 cuz I'm nice like that).


Stop taking your iPhone into the bathroom...
Score: 20 Votes (Like | Disagree)
Avatar
82 months ago

I did read the article, and no it doesn't appear they're fixing it. When I go to the Apple store this is what happens. Let's assume I have an appointment for 5:30pm.

[LIST=1]
* Arrive at 5:25 to check in - I'm told someone will be with me right away.
* 5:30 - no one has yet to help me.
* 5:45 - still no one has yet to help me
* 5:50 - finally being helped - (I dropped my iPhone in the toilet)
* 5:55 - Genius agrees to swap my phone out (says it'll talke 5 more mins)
* 6:00 - still no replacement yet.
* 6:05 - dude arrives from the back with my replacement.
* 6:15 - out the door and on my way home.


Something that should literally take 10 mins ends up taking almost a full hour. Ridiculous.

Every damn time I go to the apple store this is my experience. My appointment was for 5:30, I expect to be talking to a genius at or around 5:30 (I'll wait till 5:40 cuz I'm nice like that).


And while you're sitting around waiting, your Genius is helping four other people. That's my experience.
Score: 8 Votes (Like | Disagree)
Avatar
82 months ago
Clothing doesn't improve the skill level of the person fixing my phone. Do the job and be clean; it doesn't mean anything if you're wearing a pink tutu. Well, it might mean you like wearing tutus. But my phone is fixed.
Score: 7 Votes (Like | Disagree)
Avatar
82 months ago


As for the new initiative, when I go to the Apple store with what should be a 5 min fix, it ends up taking 30 mins. They should fix that!


If it's a 5 min fix then why don't you do it yourself? They're either going to show you what settings you have input incorrectly, restore your device or repair/replace it. Only the latter requires you to go to the store. Take some ownership of your issues before complaining about someone else trying to help you with them.
Score: 7 Votes (Like | Disagree)
Avatar
82 months ago

Did you read the article? It seems like they're fixing just that!

"The report notes that Apple will do away with the suggested 15 minute time limit for Genius Bar appointments in favor of a system that allows customers to book sessions with time limits based on how many issues they have."

Yippee! :)

I did read the article, and no it doesn't appear they're fixing it. When I go to the Apple store this is what happens. Let's assume I have an appointment for 5:30pm.

[LIST=1]
* Arrive at 5:25 to check in - I'm told someone will be with me right away.
* 5:30 - no one has yet to help me.
* 5:45 - still no one has yet to help me
* 5:50 - finally being helped - (I dropped my iPhone in the toilet)
* 5:55 - Genius agrees to swap my phone out (says it'll talke 5 more mins)
* 6:00 - still no replacement yet.
* 6:05 - dude arrives from the back with my replacement.
* 6:15 - out the door and on my way home.


Something that should literally take 10 mins ends up taking almost a full hour. Ridiculous.

Every damn time I go to the apple store this is my experience. My appointment was for 5:30, I expect to be talking to a genius at or around 5:30 (I'll wait till 5:40 cuz I'm nice like that).
Score: 7 Votes (Like | Disagree)
Avatar
82 months ago
Have you guys never been to a doctor before? Or a hairdresser? Have they ever seen you a little bit late? They reserve 15 minute sessions but some things go on longer, some things go on shorter. The reason you book in is so everyone doesn't just show up at lunch time. Having to wait a few minutes (even a few 10s of minutes) is normal!

And those 4 people you saw your genius with? Those are the 4 people booked in front of you! Not four people that the genius chose to see INSTEAD, as some people seem to want to make out.

Some interactions are easy for them. "Oh you liquid damaged your iPhone? $329". Some are harder. The customer doesn't know their appleID, they are unable to check for a backup, they dispute some third party repair, there is debate, they have to talk to a manager, they have to CS-Code it (customer satisfaction code), there is paper work, wiping the old device, some snide remark, and several "oh just one quick question".

Add on to that that if someone calls in sick (which for a large Family Room team the odds are high) someone else needs to pick up that set of reservations (and where is that person pulled from? Repairs? Open Training for the one to one members? Hope that there is a Red Zoner that happens to have mobile genius access?

Not to mention that 1/3rd of reservations are no-shows. So how do they balance between wanting to maximise the amount of sessions in the family room, whilst not screwing themselves over on those random occasions that everyone shows up?

Guys, the point is stop looking at it from such a microscopic view point and start looking at it as a whole. If you can think of suggestions on how they can improve it, put it on your NPS form (customer survey). Just make sure that it can be implemented Family Room wide, and not just about your own single interaction.
Score: 4 Votes (Like | Disagree)

Top Stories

Early iPhone 12 Tests Show Ceramic Shield is Stronger and More Scratch Resistant Than iPhone 11 Glass

Friday October 23, 2020 1:21 pm PDT by
Apple's new iPhone 12 models are protected by a Ceramic Shield cover glass that has nano-ceramic crystals infused right into the glass to improve durability. According to Apple, Ceramic Shield offers four times better drop protection than the glass used for the iPhone 11 models. YouTube channel MobileReviewsEh conducted some tests on the iPhone 12 using a force meter to compare its performance ...

First Impressions From New iPhone 12 and 12 Pro Owners

Thursday October 22, 2020 4:20 pm PDT by
It's already Friday, October 23, in Australia and New Zealand, which means some customers who purchased an iPhone 12 or 12 Pro already have their new devices in hand. We've seen dozens of reviews of the iPhone 12 and iPhone 12 Pro from media sites, but now first impressions from regular Apple customers are available. Image via MacRumors reader Boardiesboi New iPhone 12 and 12 Pro owners are...

iPhone 12 Pro Allows You to Measure Someone's Height Instantly Using LiDAR Scanner

Saturday October 24, 2020 11:12 am PDT by
iPhone 12 Pro models feature a new LiDAR Scanner for enhanced augmented reality experiences, but the sensor also enables another unique feature: the ability to measure a person's height instantly using the Measure app. You can even measure the seated height of a person in a chair, according to Apple. When the Measure app detects a person in the viewfinder, it automatically measures their...

Apple VP Kaiann Drance Interview Addresses Battery Life, MagSafe, and Power Adapter Concerns

Friday October 23, 2020 3:37 am PDT by
Apple's Vice President of iPhone Marketing, Kaiann Drance, has provided a new interview to Rich DeMuro on the Rich on Tech Podcast, to discuss the iPhone 12 and iPhone 12 Pro. Although much of the interview repeated points from Apple's "Hi, Speed" event, there were a number of interesting tidbits regarding the affect of 5G on battery life, MagSafe concerns, and the lack of a power adapter in...

iPhone 11 Pro Outlasts iPhone 12 and 12 Pro in Extensive Battery Life Test

Friday October 23, 2020 8:36 am PDT by
Arun Maini today shared a new side-by-side iPhone battery life video test on his YouTube channel Mrwhosetheboss, timing how long the new iPhone 12 and iPhone 12 Pro models last on a single charge compared to older models, with equal brightness, settings, battery health, and usage. All of the devices are running iOS 14 without a SIM card inserted. In the test, the iPhone 11 Pro outlasted both ...

Apple Distributing New Heated Display Removal Machine for iPhone 12 Repairs

Thursday October 22, 2020 6:20 pm PDT by
Apple is providing Genius Bars and Apple Authorized Service Providers with a new heated display removal fixture for iPhone 12 and iPhone 12 Pro repairs, according to information obtained by MacRumors from a reliable source. To open iPhone 12 models, technicians will be required to slide the device into a specialized tray, and then place the tray into the high-temperature fixture for two...

Apple Warns MagSafe Charger Can Leave Circular Imprints on Leather Cases

Friday October 23, 2020 3:23 pm PDT by
If you keep your iPhone in a leather case while charging with Apple's new MagSafe Charger, the case might show circular imprints from contact with the accessory, according to a new Apple support document published today. Apple's leather cases for the iPhone 12 and iPhone 12 Pro are not available until November 6, but a MacRumors reader has already shared a photo of a circular imprint on...

MagSafe Charger Teardown Reveals Simple Design With Magnets and Charging Coil Encircling a Small Circuit Board

Friday October 23, 2020 7:50 am PDT by
iFixit has today shared a teardown of Apple's new MagSafe charger for the iPhone 12 and iPhone 12 Pro. An X-ray of the MagSafe charger courtesy of Creative Electron reveals the internal charging coil surrounded by a circular arrangement of magnets within the puck. The only seam that iFixit was able to leverage to open the device was where the white rubber circle meets the metal rim,...

PSA: Non-iPhone 12 Models Charge Super Slowly With MagSafe Charger

Friday October 23, 2020 4:11 pm PDT by
Alongside the iPhone 12 models, Apple introduced a new $39 MagSafe Charger that's meant to work with the magnets in the iPhone 12 Pro models to charge them up at a maximum of 15W. The MagSafe Charger is technically able to be used with older iPhones, but it's not a good idea because the charging with non-iPhone 12 devices is so slow. We did two tests with the iPhone XS Max, draining the...

New Photos Offer Better Look at iPhone 12 Color Options

Tuesday October 20, 2020 2:34 am PDT by
As we wait for the iPhone 12 review embargo to lift later today, more pictures are circulating of the devices in real-world lighting conditions, providing a better look at the different colors available. Leaker DuanRui has shared images on Twitter of the iPhone 12 in white, black, blue, green, and (PRODUCT)RED. The black and white colors are similar to the iPhone 11 colors, but the other...