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Apple Adds Genius Bar Reservations to Product Support Options

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Apr 12, 2001
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Apple has updated its Support website, adding the option for users to schedule Genius Bar appointments at their local Apple retail stores within the Support site. Previously, users had to navigate to their local Apple Store's page to make appointments.

applesupport.png
The new option, first spotted by 9to5Mac, is presented after a user defines what kind of problem they're having with a particular product. Users are then prompted to enter their location and are given a choice of what Apple Store they'd like to visit. However, the option isn't available for all issues. For example, users having battery issues with an iPad can make a Genius Bar reservation while users looking for help manually syncing their iPad to iTunes cannot.

In the last year, Apple has been overhauling its online support infrastructure, revamping its AppleCare website and chat interface. This is the latest move in the company's efforts to streamline its support and make it as simple as possible for customers to seek solutions for potential problems.

Article Link: Apple Adds Genius Bar Reservations to Product Support Options
 
Article Link
https://www.macrumors.com/2014/11/07/apple-genius-bar-online/
Nice improvement .

Though it's getting harder and harder to book an appointment, the places go very fast. Apple having grown might want to have a look at putting in place more genius bars to cope with the demand.
 
MH01 said:
Nice improvement .

Though it's getting harder and harder to book an appointment, the places go very fast. Apple having grown might want to have a look at putting in place more genius bars to cope with the demand.
Click to expand...

They are. Every new Apple store that opens, adds a genius bar.
 
This would be nice if there was an Apple Store near me. I'm in an area (Space Coast/Brevard County, Florida) that would likely have an Apple Store, but I have to drive an hour to Orlando to get to a store. This area has expected an Apple Store for over 7 years now.

I just do my own repairs now (unless it's still under warranty).
 
Initially i always assumed its great to have crowded Apple Stores but I've had to go there 3 times last month because of an rMBP issue and they barely ever had any appointments free and the hotline was always on hold for 8+ people.

Makes you kinda wonder if apple products are really that great if so many people have issues with them ;) not hating or anything, just something i find interesting. i suppose on the other hand you dont see it with other computer brands so obvious because they dont have their own dedicated stores.
 
MH01 said:
Nice improvement .

Though it's getting harder and harder to book an appointment, the places go very fast. Apple having grown might want to have a look at putting in place more genius bars to cope with the demand.
Click to expand...

Aside from adding stores, I think they are expanding existing ones. My local store closed temporarily, then reopened twice as big.
 
bushido said:
Initially i always assumed its great to have crowded Apple Stores but I've had to go there 3 times last month because of an rMBP issue and they barely ever had any appointments free and the hotline was always on hold for 8+ people.

Makes you kinda wonder if apple products are really that great if so many people have issues with them ;) not hating or anything, just something i find interesting. i suppose on the other hand you dont see it with other computer brands so obvious because they dont have their own dedicated stores.
Click to expand...

It that time of year when people are screaming about iOS or OS X bugs, dude. I would hold off another month before going.
 
bushido said:
Initially i always assumed its great to have crowded Apple Stores but I've had to go there 3 times last month because of an rMBP issue and they barely ever had any appointments free and the hotline was always on hold for 8+ people.

Makes you kinda wonder if apple products are really that great if so many people have issues with them ;) not hating or anything, just something i find interesting. i suppose on the other hand you dont see it with other computer brands so obvious because they dont have their own dedicated stores.
Click to expand...

Oh boy calling Apple to reset my sister's ID was a nightmare last week. A full hour and a half. She forgot the answers to the security questions so couldn't do it online. I was transferred twice, but put on hold for crazy times. :(
 
MH01 said:
Nice improvement .

Though it's getting harder and harder to book an appointment, the places go very fast. Apple having grown might want to have a look at putting in place more genius bars to cope with the demand.
Click to expand...

Putting in more genius bars sounds easy but it's not. They can't nod and have a space, staff etc.

pushing the schedule option to only certain issues is actually a good thing. Many issues don't really need a Genius Bar they can be solved via chat or simply following a set of instructions at home. And they can filter out appointments for things like "I forgot my yahoo password" which isn't a GB issue
 
bushido said:
Initially i always assumed its great to have crowded Apple Stores but I've had to go there 3 times last month because of an rMBP issue and they barely ever had any appointments free and the hotline was always on hold for 8+ people.

Makes you kinda wonder if apple products are really that great if so many people have issues with them ;) not hating or anything, just something i find interesting. i suppose on the other hand you dont see it with other computer brands so obvious because they dont have their own dedicated stores.
Click to expand...

My boyfriend works at Apple at the Genius Bar (in Los Angeles even) and says 70% of their iPhone/iPad appointments are: physical damage, how tos, issues with third party apps or services. Another 10% or so are tampered products, about 5 % are gunk on ports or frayed cables that probably shouldn't be covered. Of the remaining 15% many of the ‘defects’ are natural wear and tear like three year old batteries or speakers wearing out.
 
Apple has become the victim of its own success. When the Apple Store launched, the Genius Bar concept felt like a premium service like nothing in the industry. You could be assured that if you had a problem, a Genius would guide you through getting it resolved.

Today, Apple's mass market share has lead to over crowded stores, difficulty getting an appointment and rushed service. Apple dropped the ball on retail when they replaced Ron Johnson with John Browett and then let him go without finding a new replacement for way too long. They're behind on adding stores to busy markets and they need to find a new concept of customer service that fits their new traffic flow.
 
bushido said:
Makes you kinda wonder if apple products are really that great if so many people have issues with them
Click to expand...

Or maybe it's that people (especially those who migrate from Windows) just don't understand the technology. Even though OS X is arguably the easiest desktop system to navigate, it always amazes me how that's never enough for many people. There's always someone who can screw it up.

The IT department at my school made an appointment with the Genius Bar the other day. The power button died on one of our 2008 Mac Pros. The tech brought it to the Apple Store and they refused to look at it. They told him it was more than five years old and they would no longer service it, even for a fee. That really surprised me.
 
MH01 said:
they do not open that many new stores!

The growth of new fans is far greater than the stores opening ;)
Click to expand...

Or a decline in quality, creating issues requiring a visit, is exceeding the infrastructure put in place to deal with such?

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jayducharme said:
Or maybe it's that people (especially those who migrate from Windows) just don't understand the technology. Even though OS X is arguably the easiest desktop system to navigate, it always amazes me how that's never enough for many people. There's always someone who can screw it up.

The IT department at my school made an appointment with the Genius Bar the other day. The power button died on one of our 2008 Mac Pros. The tech brought it to the Apple Store and they refused to look at it. They told him it was more than five years old and they would no longer service it, even for a fee. That really surprised me.
Click to expand...

Sounds like opportunity for the small businessman so long as Apple in all His Benevolence chooses to not lock him out.
 
Yeah, encountered this yesterday when I made an appointed about my iPhone 6.

----------
bushido said:
wonder if apple products are really that great if so many people have issues with them ;) not hating or anything, just something i find interesting. i suppose on the other hand you dont see it with other computer brands so obvious because they dont have their own dedicated stores.
Click to expand...

I have wondered this myself.
 
jayducharme said:
Or maybe it's that people (especially those who migrate from Windows) just don't understand the technology. Even though OS X is arguably the easiest desktop system to navigate, it always amazes me how that's never enough for many people. There's always someone who can screw it up.

The IT department at my school made an appointment with the Genius Bar the other day. The power button died on one of our 2008 Mac Pros. The tech brought it to the Apple Store and they refused to look at it. They told him it was more than five years old and they would no longer service it, even for a fee. That really surprised me.
Click to expand...

Yeah they have a vintage policy as shown here. That's really crappy though.
 
Even if you have an appointment, you end up waiting 30 minutes. Their system sucks or they need more people. I loathe going to the Apple Store.
 
gatortpk said:
This would be nice if there was an Apple Store near me. I'm in an area (Space Coast/Brevard County, Florida) that would likely have an Apple Store, but I have to drive an hour to Orlando to get to a store. This area has expected an Apple Store for over 7 years now.

I just do my own repairs now (unless it's still under warranty).
Click to expand...



Buy more Apple stuff!!! Tell your friends and neighbors BUY MORE APPLE!!!!
" buy, and they will come " Amen!!!
 
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