Get What you Want from Apple: The Genius Bar

Get What you Want from Apple:

The Genius Bar

I have had a lot of experience with the Genius Bar service in Apple retail stores and wanted to share some advice about Apple procedures, programs and policies. I hope to write many more articles of this same nature. I hope they are helpful.

Apple is one of the most successful companies in the world. They are the forerunners of technical advancement while remaining innovative, practical and exciting. Most people know Apple strives to offer superior customer service. What people may not know is that customer feedback means everything to Apple. "Detractor" comments are taken very seriously, despite the sometimes frivolous complaints. Retail managers take the time to call many unsatisfied guests, in an attempt to restore faith in the Apple experience.

The Apple surveys that are sent after a genius bar visit are important. For the most part, those technicians are brilliant and want to help. No matter how big an Apple guru you are, it is unlikely that you have seen the amount of Apple-related technical issues that genii have. It is beneficial to treat the technicians with respect and honesty, even though some can come off as cocky. Empathy is measured and valued at Apple and it is not in the nature of a genius to leave something unresolved. 

They aren't bartenders though and simply don't have time for a life story. A genius has 15 minutes for Mac appointments and 10 minutes for an iPod/iPhone/iPad appointment. In that time, they must find the customer, get them to the genius bar, listen to an explanation of the issue(s), troubleshoot and fix the issue, or diagnose it for a repair to be done during designated repair-time in the genius bar. The ability to complete the repairs in an average of less than a day at some stores, is based less on the skills of the genius team and more upon availability of parts. Some repairs can be done while you wait, just ask. Apple encourages the genius team to always increase the number of while-you-wait and same-day repairs. 

Make the most out of a genius bar appointment. These guys know so much about so many different things, pick their brain. When coming in for an issue with one device or service, think about your other Apple products that may need service. Bring the devices you will need for that discussion. For each issue, make back-to-back genius bar appointments online and prioritize what you want to talk about. Find the closest Apple retail store online and genius bar sign-up will be to the right. Before going to Apple, always try the simple things that will be attempted, like rebooting and updating software. If possible, always back up data before arriving, no matter what the issue.

Hang out near the genius bar, but not at it. There is very little space to work and people don't like their privacy invaded. When explaining the reason for the visit, be specific. Techs hate to hear statements like, "it's broken" or "this thing sucks." They want to know what is wrong, when it began, if and how it was resolved. They will ask if it is reoccurring or intermittent. Besides directness and honesty, a quick synopsis about the personal effect it has had, may give consumers the edge when a replacement or repair cost is questionable. The genius team makes those calls daily. To some extent, they will take the word of a customer, with an "if in doubt, swap it out," attitude toward the small devices. Abusing the system or demanding things will not prove to be the best long-term move, often souring the genius-customer relationship for future visits. In some instances, Apple will even cover the cost of a repair, despite the user's hand in causing the affliction or a warranty status. Names can be flagged in Apple's system though if a certain customer has been found to repeatedly taken advantage of Apple's generous repair policy.

When a "customer satisfaction" code is issued at the retail stores, it is a more personal experience then talking to Apple guest relations via the phone or email. A CS-code must be issued by the genius to replace or repair a product that is damaged or out-of-warranty, without charge to the customer. The genius is asked to justify reasoning in their paperwork, so they must have believe it is the right thing to do. Treat these techs with respect, don't Apple bash or use them to vent. You will be surprised at how eager they are to help you in any way that seems fair and feasible.  Sometimes they waive labor, swap devices out-of-warranty, cover the cost of entire repair and replace an entire computer. Certain criteria need to be met for those actions to happen, but simply marching in a store with an attitude will not help the situation. Asking for a manager to resolve a retail genius bar issue, is rarely the best way to go. They usually have no idea regarding the technical aspects and rely on the genius to inform them. It simply complicates the issue and causes a scene, meanwhile the genius that can help you has moved onto their next customer. 

If a customer is unhappy with the outcome of a retail store genius bar experience, respond to the survey and call Apple guest relations via AppleCare. Be persistent, patient, knowledgable and insists the service/device is vital to your existence. The job of Apple's customer relations department is different than that of the genius world. They are more concerned with making the customer happy again, often despite logic and obvious reasons behind the situation. They are often determined to salvage that relationship. Work your way up the ladder, if you have to. Employees at different levels of AppleCare are often not even aware of the policies or capabilities of employees at a higher tier. Always ask politely to speak to a manager, there often seems to be more options than the original solution.

Remember, the genius bar is a free service, despite the age of a device or obscurity of inquiries. They will attempt to help, just don't ask them to install Windows. They cannot, for legal reasons.