Apple Prepping Genius Bar Changes: Focus on Shorter Wait Times, Multitasking, Overnight Repairs

[PerfSeeker]

"Multitasking: Genius Bar technicians are being asked to serve multiple support customers at one time, using downtime during appointments such as during reboots or while diagnostic tests are running to assist another customer. "

Each technician will have to be updated by the developer though, to take advantage of the multitasking feature.

Each Genius will need to be upgraded to a multi-core iBrain.

 

[NetScheduler]

Each Genius will need to be upgraded to a multi-core iBrain.

Not until at least 2 years after everyone else has it!

 

[HLdan]

Some business require both, quite understandable that it did not occur to you.

Let's allow that guy that I quoted answer instead of you.

 

[PlayRadioPlay]

I guess it's because I live in a smaller town than most people (Fort Worth, TX is probably one of the smaller cities to have its own Apple Store), but I've always had great experiences with the Genius Bar.

What other computer/smart phone companies let you make an appointment and come in to ask ANY question/fix ANY issue?? When I was there, they were teaching an older lady to sync her camera to her laptop. That's great service.

 

[baryon]

Does this mean I will finally be able to get my MacBook Pro fixed without having to be 1 week without my computer? That would rock, because I can't use my 9600M graphics card at all!

 

[HLdan]

Not "a Mac", I own "Macs". Several at home and several for my business. And the fact of the matter is, I use both. I know that concept is lost to you, but that's what I do...

I suppose I'm a troll to you too because I don't "Love Apple to Death", Stand in line for days to buy a telephone", constantly use fanboy terms like "Elegant, Delicious" Gorgeous" , "Crappy", and "clunky" in every post. I also don't come to this site and discuss how much I "love Steve" and discuss what I'm planning on buying him for Christmas this year....

I bought Macs because there are a lot of places where they make sense in my life and business - in other places PCs make more sense,.. If you don't understand that then you really need to get a life or else just spend the rest of your existence posting messages on MacRumors and and calling everyone who doesn't share your narrow view of reality a "troll"...

You need to seriously calm down sir! If you're mad at other people here, fine, but don't take it out on me. First, I never once referred to you or anyone here as a troll. Secondly, you're making some HUGE assumptions in terms of why you would use a Mac for business. I have a 27" iMac and a Core i5 15" MBP, both of which I use for business, I'm a self-employed insurance agent and our office is made up of majority of Macs, so keep your assumptions to yourself please? I think you're the one that needs to a get a life instead of blowing your temper at people who are not attacking you. I asked you simple question and it was quite valid based on you saying how great your experience is with PC's and horrible it is with Macs. Did you have a problem just answering it as simply as I asked it?

Find one, post of mine, just one in this discussion calling someone a troll.

 

[crookedbill]

per my previous post, apple stores are already a clusterf*ck, so here's what i'd like to see:

1. a Genius Bar with a few dedicated and trained "geniuses" helping with computer issues ONLY, and ideally available by appointment ONLY unless there is free time for walk-ins! they can wear blue t-shirts.

2. a checkout counter (apart, and AWAY from the genius bar) with at least 2 people ringing up product ONLY! these people do not leave their posts! they can wear red t-shirts.

3. a team of floor "drones" who help with customer questions and help sell product on the floor ONLY! they can wear purple t-shirts. when a customer wants to buy something the "drones" get the product for them out of the back and put them in the line for the checkout counter ONLY! the drones only help ring up product on their little hand-held devices if they are a) free, and b) the checkout line is slammed.

this is called "specialization" and it is the core of civilization. it enabled the industrial revolution. it worked for the western world before, it can work again for apple stores now!

if you have an amorphous team of people wearing the same shirt, running around doing 10 different jobs for 10 different people, nothing gets done! you can't be everything to everybody all the time! this new multi-tasking and walk-in policy is just going to make a bigger clusterf*ck of everything.

 

[PlayRadioPlay]

Does this mean I will finally be able to get my MacBook Pro fixed without having to be 1 week without my computer? That would rock, because I can't use my 9600M graphics card at all!

I took mine in for the same issue and it was ready in 2 days. Completely free, of course.

 

[TheJuggla17]

Apple typically just trades out iPhones wholesale for a new unit. Problem of course with iPhone 4 is that I haven't heard that there are really any available for Apple to do repairs yet, so you're essentially stuck.

I need to have mine swapped because it's speakerphone microphone is broken, but I'm also waiting to see if Apple comes up with a better response to the reception issue than "you're holding it wrong" or "get a case". Hopefully the page2 report from this morning has some truth to it...

My first iPhone 4 had a cosmetic issue and my local Apple Store replaced it with a new one. This was four days after launch date too, give your local store a call.

 

[NetScheduler]

I asked you simple question and it was quite valid based on you saying how great your experience is with PC's and horrible it is with Macs. Did you have a problem just answering it as simply as I asked it?

Find one, post of mine, just one in this discussion calling someone a troll.

And you find ONE post of mine where I said "how great my experience is with PC's and horrible it is with Macs.

I was talking about the machines being serviced! And yes, every time I psot here I get called "a troll" by someone because I "DARE" to use both PCs and Macs. I'm told I'm not a "TRUE Apple Fan"...

And now, In this thread, we have posts discussing "Banning People" who dare again not agree with the majority. "Why are you here if you don't love Macs"...

It's childish and immature . Trust me, I've been using "Personal Computers" since 1979. I like my Apples (I don't "LOVE" them and I'm not emotionally attached to a damned machine) and I also don't believe that every other computer is "Crappy, Clunky, Junky NOR do I believe that Macs are "Oh so elegant" or that anyone sitting in front of one is "Skating to where the puck is going to be"....

Macs are no longer 3% of the market. As more people get involved, Criticism (Constructive Criticism) is going to happen. And not everyone who is not willing to blindly accept a telephone what drops calls or a Computer maintenance service that tells you to "make an appointment and bring it in 3 days from now" is an "idiot, troll, looser (although, unlike most here, I really know how to spell "loser"), or any other characterizations the fanboys wish to lay on the masses.

 

[alent1234]

best buy figured this out years ago

have dedicated check out registers to make sure customers can pay fast. last few years i stand in line a few minutes at most. it's why circuit city went belly up. they made it a hassle to pay and you had to stand in line for a long time. and customer service doubled as check out. people got sick of it and went to best buy

 

[KristenM]

I have no complaints about the service I've received at either of the two genius bars I've been to several times each. They're very well organized with someone walking around checking people in and plenty of geniuses on duty. However, several times I have had to wait as much as an hour past my scheduled appt time do to how busy they were.
I don't think multitasking is the answer. They do, however, need to start pushing people who are there just for tutorials to either the lessons or to some new position.
I've waited while people (typically elderly) are shown how to move and send pictures, sync iPods, set up email accounts using mail, and geniuses searching for 'missing files that I moved somewhere but don't remember where now'.
Those should not be taking up space at the genius bar!! Get your grand kids to teach you how to use your product!
Like I said, the service has always been excellent but I loose patience when I have to wait an hour while grandpa learns how to send a picture.
Overnight service is still faster than any other company and while its a pain to have to make the hour drive twice, it's not a huge deal.

 

[YoGramMamma]

+1. Why are there lines to the Genius bar? Did they get rid of online appointment scheduling?

good question... this goes back to my whole notion of things looking good on paper and not in practice. they only schedule the appointments in 15 minute increments... thinking in theory that it only takes 15 minus to check in, diagnose, fix, or schedule a repair for any given problem. It usually takes way longer than 15 minutes, thus the lines and pissed off people. :/

 

[Gamoe]

"Multitasking" if it means leaving a customer *only* when there is some wait time anyway (diagnostic test being run, etc.) sounds okay to me. I'd understand that, and in fact, I believe that's how it is at my local Apple store. However, it should never come at the cost of the customer being attended, nor make his wait any longer.

Overnight repairs sound great to me, but why at the cost of "while you wait"? Doesn't seem like a step forward when a customer that could have gotten her Mac/iGadget back in 15 minutes has to go back home and drive all the way back to get the repaired machine now. Maybe if it takes more than half an hour it will be done later, depending on how busy the store is, would be a better policy.

In the end, policies should be guides, but must be flexible to be truly optimized. A rigid policy will do nothing but obstruct good customer service and store functions.

But most of all, if Apple wants more out of its "geniuses", I truly hope they give them an appropriate raise.

 

[HLdan]

When one of my Macs goes down, I have to "make an appointment" with a "genius" usually for the next day.

Trust me my friend, you fanboys like to throw around terms like "haters" but you have absolutely no idea what you're talking about. I have NEVER once had a problem getting a PC serviced - and I buy my PCs with 2 year ON SITE service and I buy my Macs with Applecare.

My PCs are ALWAYS up and running in LESS that 1/2 the time than my Macs.

And you find ONE post of mine where I said "how great my experience is with PC's and horrible it is with Macs.

I was talking about the machines being serviced! And yes, every time I psot here I get called "a troll" by someone because I "DARE" to use both PCs and Macs. I'm told I'm not a "TRUE Apple Fan"...

And now, In this thread, we have posts discussing "Banning People" who dare again not agree with the majority. "Why are you here if you don't love Macs"...

It's childish and immature . Trust me, I've been using "Personal Computers" since 1979. I like my Apples (I don't "LOVE" them and I'm not emotionally attached to a damned machine) and I also don't believe that every other computer is "Crappy, Clunky, Junky NOR do I believe that Macs are "Oh so elegant" or that anyone sitting in front of one is "Skating to where the puck is going to be"....

Macs are no longer 3% of the market. As more people get involved, Criticism (Constructive Criticism) is going to happen. And not everyone who is not willing to blindly accept a telephone what drops calls or a Computer maintenance service that tells you to "make an appointment and bring it in 3 days from now" is an "idiot, troll, looser (although, unlike most here, I really know how to spell "loser"), or any other characterizations the fanboys wish to lay on the masses.

You told the forum on the top quoted post that your repair experience with PC's has a been perfect your experience with Macs hasn't been.

You still seem to have a problem with blowing your temper at people (ME in question) who are not yelling back at you. I've been using Macs exclusively for 14 years now so I'm certainly not one of the giddy little fanboys that you are referring to.
I'm done wasting any more time with you as this will be my last post to your regardless of what you say because you can't contain your temper and you can't seem to stop putting others down for them being fans of their purchase choice. Have a good day, PLEASE DO SO!

 

[Voytech]

per my previous post, apple stores are already a clusterf*ck, so here's what i'd like to see:

1. a Genius Bar with a few dedicated and trained "geniuses" helping with computer issues ONLY, and ideally available by appointment ONLY unless there is free time for walk-ins! they can wear blue t-shirts.

2. a checkout counter (apart, and AWAY from the genius bar) with at least 2 people ringing up product ONLY! these people do not leave their posts! they can wear red t-shirts.

3. a team of floor "drones" who help with customer questions and help sell product on the floor ONLY! they can wear purple t-shirts. when a customer wants to buy something the "drones" get the product for them out of the back and put them in the line for the checkout counter ONLY! the drones only help ring up product on their little hand-held devices if they are a) free, and b) the checkout line is slammed.

this is called "specialization" and it is the core of civilization. it enabled the industrial revolution. it worked for the western world before, it can work again for apple stores now!

if you have an amorphous team of people wearing the same shirt, running around doing 10 different jobs for 10 different people, nothing gets done! you can't be everything to everybody all the time! this new multi-tasking and walk-in policy is just going to make a bigger clusterf*ck of everything.

I'm all for this.




But then Apple Stores would be just like any other store. Apple likes being "special". Even at the cost of logical thinking.

 

[tweaks]

main reason why i left. i am a family man. i enjoy spending time with my family. i was good with a somewhat regular schedule. this put me over the edge.

great company to work for but being understaffed and having a lack of competent employees seems to be catching up.

good luck apple. life is better on the other side.

 

[Alexwithad]

I love the Apple Store but I avoid the Genius Bar at all costs. It's just way to busy all the time and scheduling an appointment is hard to do if you live over an hour away and have to deal with traffic and other things.

 

[tsuehpsyde]

I disagree with this change. I mean, it's up to the tech's discretion if he has enough time to help someone else out while waiting on a long task. I'd rather that then just staring into space waiting for stuff to get done. But requiring it sounds like they're trying to maximize their "resources" instead of allowing the personal touch of service that people, not resources, provide.

I generally end up waiting 15-20 mins after my scheduled time to get serviced, but at least I don't have to stand in line. I can walk around the store and they come and get me. But even then, giving someone service in <30 mins that walks in? I don't see that making any kind of sense. I say you do it in advance, or you do it in the store, but you go in the queue like everyone else. Just because you are there and can yell/stomp your feet doesn't mean you should get special service.

I prefer Apple products because of the service. If this causes less personal service, I am 100% against it. Just hire more people or open more stores. Quit trying to milk the cow for more milk.

 

[nolatron]

I just want a freaking cashier table.

I'm tired of walking in to an Apple Store, grabbing something off the shelf and then standing around for 10mins waiting for an available person to check me out.

I'm there to give you my money, why make it such a PITA?

 

[FieldingMellish]

I remember the time when there were no stores and you had to ship your stuff to Cupertino to get fixed, after having gone through rigorous discussion and testing with a tech over the phone.

 

[baryon]

I took mine in for the same issue and it was ready in 2 days. Completely free, of course.

You probably still had warranty! Because I no longer do... They said they need one week to figure out what the problem is and how much it would cost, and THEN they can start fixing it. Changing the motherboard would be like 50% of the price of the computer so I said no thanks I can live with crappy graphics...

 

[Eidorian]

You probably still had warranty! Because I no longer do... They said they need one week to figure out what the problem is and how much it would cost, and THEN they can start fixing it. Changing the motherboard would be like 50% of the price of the computer so I said no thanks I can live with crappy graphics...

Local AASP's do backflips for you if you're under warranty. I'm never going to an Apple Store again or calling AppleCare.

 

[crookedbill]

I just want a freaking cashier table.

I'm tired of walking in to an Apple Store, grabbing something off the shelf and then standing around for 10mins waiting for an available person to check me out.

I'm there to give you my money, why make it such a PITA?

absolutely. happens to me every time. walk in, get what i need off the shelf, then go through the tedious ritual of trying to flag somebody, ANYBODY, down to ring up my purchase. i want to give you money for your product, let me!

 

[Jett0516]

why is it called a Genius Bar?