Genius Bar


'Genius Bar' Articles

Apple Now Prioritizing MacBook Keyboard Repairs With Quoted Next-Day Turnaround Time

Apple has indicated that most MacBook and MacBook Pro keyboard repairs will be required to be completed at Apple Stores until further notice, rather than being shipped to an off-site Apple repair center, according to an internal memo shared with Apple Store employees last week and obtained by MacRumors. Apple's memo, titled "How to support Mac customers with keyboard-related repairs in store," advises Genius Bar technicians that these keyboard repairs should be "prioritized to provide next-day turnaround time":Most keyboard-related repairs will be required to be completed in store until further notice. Additional service parts have been shipped to stores to support the increased volume. These repairs should be prioritized to provide next-day turnaround time. When completing the repair, have the appropriate service guide open and carefully follow all repair steps.Apple did not provide a reason for this change, but the company is known for customer satisfaction, so it could be trying to speed up the process a bit to alleviate frustration. The turnaround time for MacBook and MacBook Pro repairs shipped to Apple's off-site facilities has typically ranged between three to five business days, and sometimes longer, so next-day turnaround would be much more convenient for customers if Genius Bars can actually fulfill that ambitious timeframe. Shortly after the 2015 MacBook and 2016 MacBook Pro were released with lower-profile butterfly mechanism keyboards, complaints began to emerge about "sticky" keys causing repeating letters and other

Apple Says iPhones With Third-Party Batteries Now Eligible for Repairs

iPhones with aftermarket batteries installed by third-party repair shops are now eligible for service at Genius Bars and Apple Authorized Service Providers, according to an internal Apple document obtained by MacRumors from three reliable sources. The change was first reported by French blog iGeneration. iPhone X battery with pull tabs via iFixit This is significant news for iPhone repairs, as the Genius Bar and AASPs were previously instructed to deny service of any kind for an iPhone with a third-party battery, regardless of the circumstances. If the repair is unrelated to the battery, the Genius Bar and AASPs are now instructed to ignore the third-party battery and proceed with service as normal, according to Apple's internal document. This could include repairs to the display, logic board, microphones, and so forth, with normal fees applying. If the repair is related to the battery itself, the Genius Bar and AASPs are now permitted to replace the third-party battery with an official Apple battery for the standard fee. Before starting the repair, the Genius Bar must drain the third-party battery to less than 60 percent of a charge. In the event Apple cannot safely remove a third-party battery due to broken or missing battery tabs or excessive adhesive, the customer is entitled to an iPhone replacement at the standard whole-unit out-of-warranty price. The updated guidelines went into effect Thursday and should apply worldwide. Apple will still decline service for iPhones with third-party logic boards, enclosures, microphones, Lightning connectors,

Apple Launching Pilot Program Allowing Repairs of Soon-to-Be Vintage Mid 2011 iMac in United States

Apple today internally announced it is launching a new pilot program that will permit Apple Stores and Apple Authorized Service Providers to continue offering repair service for 21.5-inch and 27-inch iMac models released in mid 2011, despite the fact they will be classified as vintage starting next month. The pilot program will be available in the United States only between March 1, 2018 and August 31, 2018, subject to parts availability from Apple, according to the company's internal memo obtained by MacRumors. After the pilot ends, repairs will only be available in California and Turkey, as required by law. Apple and Authorized Service Providers can usually repair an iMac's display and hinge, logic board, graphics card, hard drive or SSD, power supply, and other components, although the exact availability of replacement parts remains to be seen. It's unclear if RAM and storage upgrades will continue to be offered. Apple typically offers repairs and replacement parts for a Mac until five years after it is no longer manufactured. Mid 2011 iMac models are now approaching this cutoff, as the last education-only configuration was discontinued in March 2013, but these machines will now remain eligible for service for an additional six months. Apple didn't specify if the pilot program will eventually expand to other vintage products, or whether it will be available outside of the United

Samsung Wants to One-Up Apple's Genius Bar With New WeWork 'Care Centers'

Samsung is teaming up with co-working startup WeWork to create customer "Care Centers" that are similar to Apple's own in-store Genius Bars, reports Fast Company. Apple's Genius Bars are designed to allow customers to receive technical support and repairs on a range of Apple products, including Macs and iOS devices. Samsung's upcoming Care Centers will work in the same way, but Samsung wants to one-up Apple with a better waiting experience. A WeWork facility in New York At one of three pilot service centers opening in WeWork locations in Detroit, Miami, and New York later this month, Samsung customers can come in and get help for their products while also using the WeWork facilities. Because it's a co-working space, WeWork gives customers a place to get their own work done while also enjoying fresh coffee and fruit-infused water. Samsung Electronics America VP of design Mick McConnell tells Fast Company that he came up with the idea while waiting for an hour and a half at a Genius Bar at an Apple retail location. "I was like, there's gotta be a better way to do this," he said."Service is a hassle. I know I'm going to have to take time out of my day to do it," says McConnell. "The concept was, if I take time out of my day, at least I can sit in a conference room, make phone calls, and do work, as opposed to sitting in a busy room with a bunch of angry people."Samsung is taking over a portion of each WeWork location and installing a steel and glass box with shared tables and Samsung workstations. The space features a midcentury-inspired design that matches up

Steve Jobs Thought Genius Bar Was 'Idiotic' Idea at First, Said 'It'll Never Work'

While the Genius Bar is the focal point of the Apple Store, it turns out the idea was initially panned by late Apple co-founder Steve Jobs. On the Recode Decode podcast, Apple's former retail chief Ron Johnson recalled the day he told Jobs about the Genius Bar. Steve's initial reaction to the idea: "That's so idiotic! It'll never work!" Jobs went on to tell Johnson that the Genius Bar may in fact be the "right idea," but he was not convinced at the time that people who knew technology would be able to communicate effectively with customers.“I remember the day I came in and told Steve about the Genius Bar idea and he says, ‘That’s so idiotic! It’ll never work!’” Johnson said. “He said, ‘Ron, you might have the right idea, but here’s the big gap: I’ve never met someone who knows technology who knows how to connect with people. They’re all geeks! You can call it the Geek Bar.’” “And I said, ‘Steve, kids who are in their 20s today grew up in a very different world. They all know technology, and that’s who’s going to work in the store.’”The following day, Johnson said Jobs instructed Apple's top lawyer to file a trademark for "Genius Bar." In an earlier interview, Johnson said it took some time before the Genius Bar gained traction, but within three years Apple was forced to create a reservation system due to its popularity. Nearly sixteen years later, the Genius Bar and the newer, more open concept Genius Grove remain a mainstay at most Apple

Apple Continues to Provide Top-Rated Tech Support on Strength of Genius Bar

Apple had the highest overall customer satisfaction for tech support among more than 3,200 computer owners surveyed by Consumer Reports, unsurprising given the company has been top-rated for tech support since the not-for-profit organization first surveyed customers about the topic in 2007. Apple has also routinely topped multiple J.D. Power and Associates studies for customer satisfaction over the past decade. Apple earned high marks for the Genius Bar located at the back of most Apple retail stores, where customers can book an appointment to receive face-to-face technical support and troubleshooting for iPhone, iPad, Mac and several other Apple products and services. Consumer Reports praises the Genius Bar's free lifetime support as a differentiating factor over similar services, which generally require paying for help. Windows-based PC makers did not receive the same accolades for tech support among survey participants:"The help desks at Windows PC companies often didn’t live up to that name. For four of the six PC brands in the survey, tech support solved only half of the problems consumers brought to them. Even the best of them—Lenovo and Dell—came through just 61 percent of the time."Consumer Reports found that most Windows-based PC users were most satisfied by phoning tech support rather than seeking online help through web, chat or email support. Best Buy's Geek Squad and Staples' EasyTech services were found to be a step behind the Genius Bar, given that Apple serves as both the retailer and manufacturer and is subsequently more knowledgable about its own