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Apple Prepping Genius Bar Changes: Focus on Shorter Wait Times, Multitasking, Overnight Repairs
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There really should be some one just for acknowledged issues.
I went once because of a frayed cable cord. Thought I just show up, show them the cord and get handed one or they check my warranty real quick. Ended up taking over an hour because they wanted me to schedule an appointment. Had to go back again because that cord ended up faulty then they finally gave me the newer ones that come with the macbooks today.
I went once because of a frayed cable cord. Thought I just show up, show them the cord and get handed one or they check my warranty real quick. Ended up taking over an hour because they wanted me to schedule an appointment. Had to go back again because that cord ended up faulty then they finally gave me the newer ones that come with the macbooks today.
Maybe they should stop building stuff cheaply in China (yes, I know Dell, HP, etc. are built in China, but Apple charges a premium) and shift production and quality control over to another country that way they don't have to deal with as many repairs to begin with.
These changes are really good. I especially like the Multi-tasking idea (as long as the Geniuses aren't getting overworked, but from what I can tell, most of them really enjoy what they are doing).
Always had a good experience when visiting the Geniuses, except the long wait to get any sort of information.
E.g., the last time I visited was a problem with my battery. I had to wait about 25-30 mins for the previous customer to be done (it was late at night, and very few geniuses) while all I needed was them to test whether my Hard Disk was dead (I was pretty confident this was the issue, but didn't want to buy a new one if it wasn't). There were many occasions where the previous customer's computer was being rebooted, and mine could have been checked really quickly instead.
Always had a good experience when visiting the Geniuses, except the long wait to get any sort of information.
E.g., the last time I visited was a problem with my battery. I had to wait about 25-30 mins for the previous customer to be done (it was late at night, and very few geniuses) while all I needed was them to test whether my Hard Disk was dead (I was pretty confident this was the issue, but didn't want to buy a new one if it wasn't). There were many occasions where the previous customer's computer was being rebooted, and mine could have been checked really quickly instead.
The Geniuses aren't going to be thrilled with the "multitasking" part. Most customer-service-oriented techs (such as those Apple hires) are pretty good at it, but only when they can control the task-switching process themselves. Having the Concierge "interrupt" them for something else while they're watching a progress bar go by and contemplating the problem in front of them isn't going to help their concentration.
I'm glad to live where I do. The Apple store near me has already been doing this stuff. Best customer service I've ever had in a computer store. Hands down.
This sounds like a change for the better. Now let's work on their repair quality and we'll be good. The last three times I've had an in-store repair the bottom case has been scratched and gouged.
Never liked the "Genius" bar
I've never liked Apple's in-store support and the stores themselves for that matter.
My parents went to the Genius Bar complaining about bad iPhone 3GS battery life and the tech told them they had too many background apps "running" and that was causing battery drain. When they asked about how signal strength effects battery life, the tech said it has no affect.
I've never liked Apple's in-store support and the stores themselves for that matter.
My parents went to the Genius Bar complaining about bad iPhone 3GS battery life and the tech told them they had too many background apps "running" and that was causing battery drain. When they asked about how signal strength effects battery life, the tech said it has no affect.
The Geniuses at my Apple Store (ABQ Uptown in Albuquerque) have been multitasking to great effect for some time now. I have no problem them helping another customer while my MBP or iPhone is loading/refreshing/whatever-ing. More efficiency means better availability windows when I need to make an appointment.
From some one who works retail, yeah right. Us retail employees wish.
This really sounds like something that was come up by some one who doesn't work retail. They'll just expect the genius's to do wonders and if they aren't coming up to par, institute some sort of quota and maybe even reduce hours if they don't meet it...
Ok, so my job is not quite that horrid (But I've heard of retail places that are... Best Buy anyone? And guess what Best Buy is not known for... good customer service). But they do do the expect employees to be just as helpful to customers cause our store does base its reputation on being helpful while reducing our hours and still expecting us to be able to help each customer just as well and in a timely manner. Customers complaining no one is around to help them? Well, it must just be that either the employees are slackers or maybe if we tell them to do it this way. Couldn't possibley be that there is not enough employees for demand of needs help from employees. Re arranging how you expect employees to help rather than giving more hours so there are more than 3 employees around will totally solve the problem *eyeroll*.
You weren't really calling out Apple on anything, though. You were just criticizing other people's posts, without even really giving a reason why, other than name-calling.
Welcome to my ignore list.
Multitasking
There is no room in the store for more employees. Frankly, it pisses me off when there are more employees than customers, and I still can't get to a "cash register!"
There is a lot of opportunity to have the geniuses doing two things at once, especially given the limited product mix they see. Overnight repairs also make sense, as it eliminates the distractions of trying to help customers at the same time.
I'm just curious how they will make the smaller mall-stores work. I think they need to take out a bench and put in a huge automated kiosk with an attendant or two. Ultimately, none of the stores (save 5th Ave and Shanghai) are really designed to support the throngs of people they now see. They were planned at a time when Apple's sales were 20% of what they are today.
There is no room in the store for more employees. Frankly, it pisses me off when there are more employees than customers, and I still can't get to a "cash register!"
There is a lot of opportunity to have the geniuses doing two things at once, especially given the limited product mix they see. Overnight repairs also make sense, as it eliminates the distractions of trying to help customers at the same time.
I'm just curious how they will make the smaller mall-stores work. I think they need to take out a bench and put in a huge automated kiosk with an attendant or two. Ultimately, none of the stores (save 5th Ave and Shanghai) are really designed to support the throngs of people they now see. They were planned at a time when Apple's sales were 20% of what they are today.
Good to hear. I make an appt for 2:30PM, and they make me wait until 2:45. So I hope they do shorten the wait time OR get more genius working. A nice long bar only has 2 or 3 people working when there could be like 5.
There is a thread somewhere in the iPhone forum where several people last week exchanged iphone 4s dropping lots of calls for new iPhone 4s that did not appear to have the problem. I am not sure if they have a reserve for exchanges, or these people just got lucky.
The whole "genius" thing is a joke. They know very little about computing in general. I have very little confidence in they ability to repair products on site. And what is more ludicrous is that you could never "walk-in" with a problem. You always had to make an appointment...even if it was a really stupid issue.
I was burned really badly by the Raleigh store 1 month ago...everyone in the store was worthless. It was impossible for them to show me the mac mini (new version). I decided at that point to build my HTPC instead. Spent $1k. I think they made the bigger mistake. And I love my machine.
I was burned really badly by the Raleigh store 1 month ago...everyone in the store was worthless. It was impossible for them to show me the mac mini (new version). I decided at that point to build my HTPC instead. Spent $1k. I think they made the bigger mistake. And I love my machine.
I have to agree with some of the others here about multitasking. One of the things that I like the most about Apple stores is that you have an employee's undivided attention when they're assisting you. It may not seem like a big deal, but as a customer, it means a lot to know that while I'm there, that particular employee is focused on helping me and only me. Now, Apple store employees are going to be like every other store's associates.
The overnight repair sounds like a good thing. I've always been impressed with Apple's turnaround time for repairs. I sent in a MacBook for a stuck pixel/line across the screen problem on a Wednesday afternoon, and it was back at my local FedEx depot by Friday evening.
The overnight repair sounds like a good thing. I've always been impressed with Apple's turnaround time for repairs. I sent in a MacBook for a stuck pixel/line across the screen problem on a Wednesday afternoon, and it was back at my local FedEx depot by Friday evening.
The service quality varies. I'd still rather not deal with Apple corporate when there is a local shop just over a mile away.
Others might not be so lucky though.
Not so good for the geniuses. They have some of the highest turnover rates in the retail stores. Not to mention they are rather underpaid. I don't know if this increases quality. But it does help give a little satisfaction to people who are unfamiliar with reservations. However being a former employee. They should put a little weight on the floor employees. They are pretty knowledgeable about troubleshooting most of the products. Helps take some of the simple fixes. As a customer I still feel Apple is still first class when it comes to tech support. Despite their many flaws.
Genius?
.
For all the problems people experience at these help desks, the biggest issue is the use of the term 'Genius'.
Really? I thought Best Buy employees were clueless until I talked to these guys.
Explained an issue to them (took forever using smaller words each time). The GENIUS said, "Never saw this before, definitely not a widespread problem." The guy next to me was like, "Uhhh, dude... you were just talking with me and the other GENIUS about the exact same problem with my computer." The GENIUS promptly took my computer in the back without saying ANYTHING.
WTF? Is this part of their training? For all problems, act like the customer is crazy and you never heard of this before. Sad.
.
For all the problems people experience at these help desks, the biggest issue is the use of the term 'Genius'.
Really? I thought Best Buy employees were clueless until I talked to these guys.
Explained an issue to them (took forever using smaller words each time). The GENIUS said, "Never saw this before, definitely not a widespread problem." The guy next to me was like, "Uhhh, dude... you were just talking with me and the other GENIUS about the exact same problem with my computer." The GENIUS promptly took my computer in the back without saying ANYTHING.
WTF? Is this part of their training? For all problems, act like the customer is crazy and you never heard of this before. Sad.
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I do not like the idea of sacrificing while you wait repairs for more overnight repairs. The trip to the store is a big time waster for many ppl. Once I have to make a second trip anyway, an extra day is no big deal. But I might feel differently if I ran a business on my Mac.
I do not like the idea of sacrificing while you wait repairs for more overnight repairs. The trip to the store is a big time waster for many ppl. Once I have to make a second trip anyway, an extra day is no big deal. But I might feel differently if I ran a business on my Mac.