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Apple Retail Ends Genius Training in Cupertino, Moves to In-Store Web Seminars

*Sigh* - if the new Geniuses learn from online, how about the sales folks on the floor? If "Tech Experts" were the ones who handled my bungled iPhone activations back in December, this explains a lot.

I had some wonderful help at the Genius bar in years past. As someone who learns through hands on training, if I were that good with computer surgery, I'd be rather disappointed to have to learn something technical like this from the web rather than have folks train me.

Oh well.
 
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  1. Apple had been known, historically, as having better than average service.
  2. Other companies have trained their repairmen using video training, and those companies weren't known for quality service.
  3. Apple, one of the richest companies on earth, decides that a system that works to a very low degree of mediocrity is the way to go to save a few dollars.
 
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Ya know, I'm just deleting this site from my bookmarks. It's intensely negative about everything.
 
Also there is no replacement for hands on training. Otherwise we could all look at the videos and just do the repairs ourselves. Maybe Apple should buy iFixit.
 
I know we all loved these types of crazy things that made Apple unique, but this move really might make sense now. More and more, Apple (and others) have moved to a model where most devices are non-repairable. And more and more, customers expect quick replacements rather than repairs. The old Genius model was created for a different time. Also, the ability to train someone by internet didn't exist when the current training system was created.

That's not to say repair services are less valuable when needed -- they aren't. Or that virtual training is as good as live training -- it isn't. But assuming Apple has a new model that accomplishes what it needs, this move might not be as terrible as many seem to think.
 
ssgbryan said:
The best way for a student to learn is to use a methodology that the student is not actually comfortable with. The brain can't take shortcuts and the student is forced to pay attention.
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From personal experience I can say that this statement is incomplete at best, and flat out wrong at worst. While a more challenging learning experience might have positive impact on retention, focusing entirely on learning experiences the student is uncomfortable with can lead to frustration and disinterest.

I was an A/B student in school. In math classes, I used to read ahead a chapter or two so I could then coast through class. Then one year I had an obnoxious math teacher who liked to jump back and forth through textbook chapters, making it impossible for me to predict what material would be covered next. This did not result in better learning or retention for me. In fact, it had just the opposite result.
 
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timborama said:
Apple should just post the training videos online for anyone to use. (1) DIY repairs, (2) train for a new career as a "Genius", (3) fun new game 'Are you smarter than an Apple "Genius"?'.
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You void your guarantee if you do it yourself :rolleyes:.
 
macfacts said:
Why not have the customer watch the web videos themselves and have us fix it ourselves. More money saved for shareholders.
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EXACTLY! I was going to post something like:

PHASE 2: Apple will eliminate all Genius bar employees and install kiosks where customers can interact with a touch-screen and diagnose and fix their own problem. [Timmy and Angela will get major compensation incentives.]

PHASE 3: Apple will eliminate the kiosks and go to a "Web-based virtual Genius Bar". All Genius Bar areas will be reclaimed for "revenue-producing" uses within the Apple Stores. [Timmy and Angela will get major compensation incentives.]
 
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The part where they've been quietly informing new hires that they're not going to get to go--- that kinda stings to read. I've had that kind of disappointment a few times and when you look forward to something really really cool that its kind of a well known rite of passage somewhere, and they just go and sweep it off your plate-- that sucks. I really feel bad for the folks who are going to miss out on it.
 
Excellent money saving decision and move, well done Apple, the share holders will be most pleased I'm sure, right up to the point they take their own Apple products into a store for repair...... /s

Will be interesting to see if they replace screens and motherboards now, they used to. Or will they just send the computers away which is crap and not what I class as a 'genius bar'.
 
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OK, online training for using a custom automated diagnostic tool and swapping out an iPhone or Mac is more than acceptable. Apple products are sealed now, for the most part.

It's not like Geniuses at the bar are doing some real troubleshooting for enterprise-level or real pro stuff. They'll probably use a diagnostic tool and swap the device out. Apple is most certainly consumer-oriented, at least product-wise.

BTW, I was able to replace the bumper in my car, fix the drain pump on my dishwasher, fix a broken shower selector valve, and maintain and upgrade all my Macs, all with no prior experience and YouTube videos, so the value for online training is there, as long as the training itself is worth a damn.
 
ssgbryan said:
Video training is the least effective method of delivery, if you want long-term skill retention.

Companies like it because it is cheap to make - problem is people rarely learn.
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I was in IT for about 8 years, still like to use my hands on things, and most people like me learn best doing it all hands on, not through watching a video! I think this move may dissuade those hands on people and they'll end up with monkeys, mind you it'll achieve the goal of saving money I'm sure..
 
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dominiongamma said:
Apple is just an ordinary company now. Being cheap and not motivating employees.
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On the other hand... the products are the same for years. No use to fly people over if nothing has changed :cool:
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saintstryfe said:
Ya know, I'm just deleting this site from my bookmarks. It's intensely negative about everything.
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Who's to blame for that? Apple or the users? 5 years ago most of us were proud on what as and what should come. Something in between went wrong and not with the users is my guess.
 
They are in the middle of moving buildings...like almost the entire company is moving as they build out the new offices. I would guess this may have something to do with it.
 
Wine and dining expense reports must be getting out of control in Cupertino. Have a shiny new spaceship to pay for!

(And OLED screens)
 
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This is a bad idea. 90% of my training is web based in lieu of the older hands on systems. You bore easily and get distracted. It's not engaging and virtual experience is not the same as a physical experience. There's a lot to be said to be able to ask questions along the way instead of having someone drone at you from a screen about items.
 
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This sounds like a pure $$$ decision, and one that will have a negative impact on the level of service that customers receive in Apple Stores.
 
This will definitely hurt morale among the retail staff. Almost all brands have a massive disconnect among the low paid retail staff and corporate, Apple was a bit of the exception. This move will bring in the isolation most brands have of the retail and corporate staff.
 
This has long been the case for us. And yes, more and more devices are being mailed off for service.
 
Chupa Chupa said:
Honestly seems about right. The types of repairs the stores do now is limited due to how the products are now made. Plus there are quite a few more stores now than even 5 years ago. Seems like a needless expense (and not too environmentally positive) to send people cross country to learn out to do a repair. It's really unnecessary.

Honestly, I'm no engineer and I've learned how to repair and replace lots of tech and also other things from YouTube videos. Back in the day when Powerbooks were repairable I used iFixit guides. It's not brain surgery folks.
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What most people that don't work there are missing is..a lot of this training was how to behave and treat customers. Very little time is needed to learn how to do hardware repairs, they spent less than a week out of the 3 training on that. The time spent with engineers will be missed..bummer. I had a great time doing my training a few years back, got to see Tim, Jony and Phil fairly up close, and attend a beer bash. It felt like a perk of the job, sucks for people that arent getting to go now.
 
I don't disagree with you but the idea of online "training" is nonsense. Training involves emission of a response, immediate feedback on that response, re-emission, feedback, re-emission, etc., until the terminal performance occurs.

ssgbryan said:
This is going to end badly.

I used to develop on line training - it is hard to do and expensive, if done right.

I don't see Timmy doing it right.
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