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

[insidegenius]

Seven years at Apple from mall store Red Zone Specialist --> BOH Specialist --> Genius Admin --> Lead, I've never seen the moral so horribly low. We work like camels with two percent raises, tee shirts, silly posters or apple chocolate candy for Xmas...this place is a hell hole. 3 year $500 EPP but Spend gazillion $$$ on a stupid building while Angela, Tim, Jony, Eddie make gazillion $$$. The store grunts make the $$$ for Apple!!! Pinch more pennies and deprive our little per Diem when we get to see Cupp. This is horrible idea. Pathways anyone??

 

[tcctre]

Way to go Angela. It's also probably why I have gotten several unsolicited "job opportunities" to work on Apple products recently. Sounds like they are just outsourcing most of the Genius stuff now.

It is really a pity, even though I am in the Bay Area, going to Genius training was great when I worked as one from 2007 to 2009. And yes I did the whole picture in front of 1 Infinite Loop even though I drive by the darn building once a week. I still went with my classmates to take pictures for them.

Anyways it is a horrible decision and one that will probably come back to haunt them if it is a permanent thing vice just shutting it down while they move things around to different buildings to get who and what they want into the new campus.

 

[44267547]

IMHO. Cutting back or eliminating employee training is never done to "improve" customer service. It is a bottom line decision, taken to reduce an expense.

I would agree with this. And some of Apple's newest devices are more difficult to repair due to the amount of adhesive used over actual smaller hardware securing the components. Where as it's easier to replace the entire device versus spending labor to make the repairs, which would increase the costs to the Company and allow the Genius to take responsibility of other tasks in the Store, thus managing the employee more efficiently.

Even though, I do feel in store repairs are more productive.

 

[hortod1]

Because then they couldn't deny service to customers without AppleCare.
[doublepost=1489081756][/doublepost]

And the airline industry is so well known for the quality of its service and stellar customer satisfaction scores. /s[/QUOTE

I never said I was an airline pilot.

 

[furi0usbee]

Well, they are hurting for money, and their stock has been... no wait, that's some other company. Yeah, just being greedy again.

 

[macpeach55]

For years, Apple has sent new Genius hires to its Infinite Loop headquarters in Cupertino, or sometimes an auxiliary campus in Austin or Atlanta, to receive hands-on training for up to three weeks. Recently, however, Apple appears to have stopped offering these group-oriented trips, according to people familiar with the matter.

Apple's off-site Genius Training program has been replaced by an in-store, self-guided experience using company-provided reference materials, according to a source. The training now involves watching web-based seminars through the Apple Technical Learning Administration System, or ATLAS, another source said.

At its Cupertino headquarters, Apple had a small training facility with a mock Genius Bar and Macs set aside specifically for trainees to take apart and perform test repairs on. But with the switch to web-based seminars, Apple is allegedly providing "virtual take aparts" only now, with no physical hardware.

"This means that many customers who check their computers in for repair may have their device serviced by someone who has never physically worked on their model of computer before," said a person familiar with the matter.

A handful of Geniuses have shared photos of their training experience on social networks over the years, with one person calling it a "life-changing experience" and others echoing similar positivity. One source described it to us as a "rite of passage" and "a milestone in the career" of an Apple retail employee.Apple Store managers have been quietly informing new Genius hires of the changes in recent weeks. It is unclear if the off-site training is permanently discontinued, or if it could return to Infinite Loop or Apple's new campus in the future. Apple did not immediately respond to a request for comment.

Last year, we revealed a new Apple retail position called Technical Expert, which falls between Technical Specialist and Genius. These employees are able to provide mobile repairs, a task previously limited to Geniuses, and troubleshooting for software and products like the Apple Watch and Apple TV.

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

How was the training done for employees who did not work in USA Based Apple Stores until now? (You know, that rest of the World zone!)

 

[Appleaker]

This is such a terrible decision. It may be more convenient for Apple, but it very short term thinking.

 

[dogslobber]

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.

Not a needless expense as it's the rapport it builds between Apple and the store employees. It's an enabler between getting A class people and not A class people. A class people want the perks and this is second to none.

Penny pinching doesn't work in the long term. Epic Fail, Apple.

 

[elmaco]

No more geniuses.Apple wants more profits, can't afford to send people to Cupertino for high quality training.

Things are going downhill, I'm just waiting for Apple to abandon laptops and instead sell "sugar water" - the choice of a new generation!

 

[Mr Staunton]

We live in a digital world, what's wrong with it? If your team leader is good, you will learn the right skills.

 

[amegicfox]

This could also be part of a "green" initiative. Fewer flights to Cupertino = lower carbon emissions. Also, most repairs are sent out these days for replacement (it's easier to process in bulk).

if Tim loved green and recycling he would have not soldered the RAM on the Mac Mini and iMac, he would have let the iPhone battery access to be exchanged, mouse battery etc. Him and Phil Schiller even deride Apple users who have owned a Mac for more then 5 years. They want us to throw away perfectly functioning Macs and buy new ones for no reason.

I can't wait for another company to make an exact copy of OS X or even a better OS so I can finally move completely off the Tim stronghold monopoly locked ecosystem

 

[MNJohn]

... Not to mention the average cost to send an employee for training is $7,000. What other company invests that kinda money into training for someone they are only paying $15 - 18 an hour? And who do you think is performing these trainings? Geniuses and Lead Geniuses sent to Cupertino/Austin/Atlanta for couple month long rotations. Do you know how much it costs to put someone up in a hotel for 2 - 3 months? And per diems. It makes perfect sense.

Missed your calling. You should have become a motivational speaker.

 

[FreeAngel]

Just another Hint towards the END of our Beloved MAC and OS X
Cheapen the training for repairs and answers. Who Cares? The Mac will be dead by 2020
Taken over by a monopoly of Microsoft and Windows 10
Oh By the WAY . Windows 10 will at some point go to a subscription monthly rate. A fee each month to keep your Windows 10 updated. Mark my words. Willing to place a bet. Hints are in the coding for Windows 10
Future is IOS on ARM

 

[ewkid]

Next step will be genius takes your iphone/mac, puts it in a fedex pack, and sends it to China for repair.

 

[FreeAngel]

For years, Apple has sent new Genius hires to its Infinite Loop headquarters in Cupertino, or sometimes an auxiliary campus in Austin or Atlanta, to receive hands-on training for up to three weeks. Recently, however, Apple appears to have stopped offering these group-oriented trips, according to people familiar with the matter.

Apple's off-site Genius Training program has been replaced by an in-store, self-guided experience using company-provided reference materials, according to a source. The training now involves watching web-based seminars through the Apple Technical Learning Administration System, or ATLAS, another source said.

At its Cupertino headquarters, Apple had a small training facility with a mock Genius Bar and Macs set aside specifically for trainees to take apart and perform test repairs on. But with the switch to web-based seminars, Apple is allegedly providing "virtual take aparts" only now, with no physical hardware.

"This means that many customers who check their computers in for repair may have their device serviced by someone who has never physically worked on their model of computer before," said a person familiar with the matter.

A handful of Geniuses have shared photos of their training experience on social networks over the years, with one person calling it a "life-changing experience" and others echoing similar positivity. One source described it to us as a "rite of passage" and "a milestone in the career" of an Apple retail employee.Apple Store managers have been quietly informing new Genius hires of the changes in recent weeks. It is unclear if the off-site training is permanently discontinued, or if it could return to Infinite Loop or Apple's new campus in the future. Apple did not immediately respond to a request for comment.

Last year, we revealed a new Apple retail position called Technical Expert, which falls between Technical Specialist and Genius. These employees are able to provide mobile repairs, a task previously limited to Geniuses, and troubleshooting for software and products like the Apple Watch and Apple TV.

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

[doublepost=1489117005][/doublepost]This article proves that the future is ARM
Windows SERVER now on ARM
Intel is in trouble
Only so small you can keep shrinking X86 dye before you can't shrink anymore
MacOS on ARM is the future or MAC's dead all together in favor of iPads and iPhones
I don't see how APPLE can continue to grow and survive just from iPhone and iPad Revenue
Android phones have caught up to the iPhone

http://www.computerworld.com/articl...crosoft-after-with-windows-server-on-arm.html

 

[MacCurry]

If Steve Jobs were alive this wouldn't have happened.

Apple has no commitment to Mac as it is an iToy company. Mac offerings, Mac specific software, and accessories are simply not there. It doesn't need technical support for devices, simply replace and recycle the old ones. End of story. Boost profit margin on the iToys.

 

[RogerWilco]

Advice Terry Gou might offer to his good customer Tim Cook:
When I watch I see,
When I listen I hear,
When I do, I learn.

 

[Michaelgtrusa]

The right choice in terms of cost and efficiency.

 

[sualpine]

The right choice in terms of cost and efficiency.

Never made it to Coop but if I worked there now during this announcement it would be a great sign to start looking elsewhere.
[doublepost=1489121325][/doublepost]The best thing that happens to an Apple Store employee is when they realize that they don't really work for Apple.

 

[arnette]

I phone interviewed to join the training group in Cupertino years ago. They were a dedicated bunch. Sad to hear that it's likely they will be disassembled.

When I worked at an Apple Store in Dallas, the Geniuses there always spoke highly of their time in training at the corporate office. Maybe the program doesn't scale. Maybe they'll continue to train field trainers to pass along skills via regional training sessions. But a lot is lost. Sad day.

 

[MH01]

We live in a digital world, what's wrong with it? If your team leader is good, you will learn the right skills.

Let's say you take your brand new car in for a service, very expansive brand new car that developed a problem, anything wrong with the mechanic learning how to fix it From a video? Sure they can pass that knowledge to users....but is it the correct knowledge or thier interpretation of it....

 

[MellowFuzz]

Up In The Air, Apple-style. Anna Kendrick came up with this nonsense. Keep counting those pennies, Timmy, you cheap @#$^.

 

[joshuaadunn]

if Tim loved green and recycling he would have not soldered the RAM on the Mac Mini and iMac, he would have had leave iPhone battery access to be exchanged etc. Him and Phil Schiller even deride Apple user that have owned a Mac for more then 5 years. They want us to throw away perfectly functioning Macs and buy new ones for no reason.

Sorry but you're wrong. Batteries can still be replaced. Sealing them inside allows for larger batteries to be installed. Thus longer time in between charges. Longer overall life. Fewer in the land fill. Want more RAM, buy the right **** in the first place. Keeps your old RAM out of the land fill.

 

[KGBguy]

Why not just have the "Geniuses" browse through iFixIt?

Didn't you see the note that the videos are provided by ifixit.com? LOL

 

[dysamoria]

Lol, one of the richest companies in the world cheapening and dumbing down their employees just like Circuit City/Good Guys/Best Buy...

Welcome to pathological capitalism...

All I'm saying is if anyone online can instantly come up with "training without the hardware is a bad idea"....I'm going to have to assume Apple has thought of that as well.

There are a lot of things that big rich companies should have thought of but actually don't necessarily think of (because MBA types don't tend to look ahead or care about products, customers...).

This is my career field.

What you learned (as far as type of learner) is wrong.

There is no data to support that learning theory. Since the 1990's, and entire generation of education doctoral candidates have crashed and burned trying to prove it.

Again, there is no data to support it.

This is interesting. Maybe it's the terminology that's the problem. I know from personal experience that I'm inclined more toward kinesthetic than books for RETAINING new info... Either way, I have to use it. Thing is, I watched people be successful all throughout my childhood on binging and purging for tests in school, which was something I could never do much (resulting in poor scholastic achievements, despite numerous people telling me I'm a "genius" at various points in my life).

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.

I couldn't disagree more. As I stated above, my experience with school has involved a lot of "that doesn't work for me" resulting in lack of information absorption. Comfort impacts motive. Kill motive, efficacy dies.

Only in the short term.
[doublepost=1489081076][/doublepost]

it's telling that most of their retail staff these days are less knowledgeable about the product than their customers and typically don't even own Apple products themselves (in part because they can't afford them on an Apple retail salary.)

The short term is all business administrators care about.

I remember being more knowledgeable about computers and electronics, as a young teen, compared to the adults at Radio Shack (they used to sell their own computers under the Tandy brand). Radio Shack developed noteriety for having clueless employees. The corporation wanted to stop spending on a knowledgeable workforce. The pursuit of more market share, more stores, more diverse product, and more sales always results in a loss of quality, service, and expertise (and eventually, loss of success as the business' image suffers and tarnishes).

Apple has been penny pinching for years now. I remember while working there when the californian made shirts were suddenly replaced with shirts made in Vietnam. I thought it was odd that one of the richest companies in the world cut jobs on their own soil :/

This is one of the reasons pathological capitalism is called pathological. All these tech CEOs complaining that there aren't enough tech skills in the USA are conveniently neglecting to tell you that this is the case because they outsourced labor to less costly foreign countries. Corporate America has killed the skillset; it's not the workers' fault. Just like corporate America has killed so much else in American industry...

[doublepost=1489117005][/doublepost]Only so small you can keep shrinking X86 dye before you can't shrink anymore
MacOS on ARM is the future or MAC's dead all together in favor of iPads and iPhones
I don't see how APPLE can continue to grow and survive just from iPhone and iPad Revenue
Android phones have caught up to the iPhone

Perpetual growth is unsustainable. Pursuing it is pathological behavior.

ARM isn't magically going to solve the physics problem of the shrinking transistor.

If Steve Jobs were alive this wouldn't have happened.

That is an unknown. I posit that since Jobs was not a content creator or other type of power user, he might indeed have lost interest in the Mac, just like the current privileged executives at Apple are doing (because they don't do any labor, skilled or otherwise; they get paid the big bucks to sit in offices, make decisions based on myopic thinking and stock prices, and be figureheads).

What I suspect Jobs would NOT have allowed is the ruination of the iOS GUI in 2013...