Apple Stores to Adjust Genius Bar Appointments, Set to Train Employees on New Initiative

[26139]

Huh?

I did read the article, and no it doesn't appear they're fixing it. When I go to the Apple store this is what happens. Let's assume I have an appointment for 5:30pm.

1. Arrive at 5:25 to check in - I'm told someone will be with me right away.
2. 5:30 - no one has yet to help me.
3. 5:45 - still no one has yet to help me
4. 5:50 - finally being helped - (I dropped my iPhone in the toilet)
5. 5:55 - Genius agrees to swap my phone out (says it'll talke 5 more mins)
6. 6:00 - still no replacement yet.
7. 6:05 - dude arrives from the back with my replacement.
8. 6:15 - out the door and on my way home.

Something that should literally take 10 mins ends up taking almost a full hour. Ridiculous.

Every damn time I go to the apple store this is my experience. My appointment was for 5:30, I expect to be talking to a genius at or around 5:30 (I'll wait till 5:40 cuz I'm nice like that).

So your free repair took less than an hour?
You DO realize the Geniuses have other things to do than only help you, right?

 

[SusanK]

And then dickwads that say "WHY IS IT SO HARD TO JUST ASK A QUESTION ABOUT MY ROADRUNNER EMAIL" (have definitely also heard in real life). Everyone will be pissy no matter what.

There was some type of incompatibility between iCloud mail and roadrunner mail. Apple support was referring customers to Time Warner. TW was referring them back to Apple. Customers were in an infinite loop of nonsupport.

There was a lengthy thread at Apple Support Community on the issue. I don't recall how/if it was resolved. I have an iCloud addy and a roadrunner email addy. Don't use either for my mail. Some customers of both Apple and TW had business email involved and needed a resolution from either or both.


Again, my Genius Bar experiences have been positive. Apple Store experiences were very nice until about a year ago. It's good that the customer experience is being reviewed.

Sales happen when people are pleased with the product and service.

 

[26139]

Yep!

I would 100% be down with answering questions about my situation when booking a reservation online beforehand. But then you get dickwads that put up a fit when they find out they need to actually tell Apple they're going to be there (have definitely heard in real life). And then dickwads that say "WHY IS IT SO HARD TO JUST ASK A QUESTION ABOUT MY ROADRUNNER EMAIL" (have definitely also heard in real life). Everyone will be pissy no matter what.

The sad thing is, I've only been to the Genius Bar twice. The reason I'll be trying to not go back is strictly the hellish customers these poor people need to deal with every day.. Not because of an 8 minute wait time.

Or a customer with what they THINK is an iOS problem that's really a Windows problem, yet they insist the Apple Geniuses fix it. Never understood those people.

 

[Prof.]

So your free repair took less than an hour?
You DO realize the Geniuses have other things to do than only help you, right?

Again - had you read the subsequent posts you'd know it wasn't free. I paid the replacement cost of $299+tax. I broke my phone so I paid to have it replaced.

 

[26139]

Okay

Again - had you read the subsequent posts you'd know it wasn't free. I paid the replacement cost of $299+tax. I broke my phone so I paid to have it replaced.

You paid the cost of the replacement phone, not for the repair time.

 

[Ms6boost]

Again - had you read the subsequent posts you'd know it wasn't free. I paid the replacement cost of $299+tax. I broke my phone so I paid to have it replaced.

What replacement iPhone is $299 + tax?

 

[Prof.]

You paid the cost of the replacement phone, not for the repair time.

There was no repair time...? They literally opened a refurb unit and handed it to me and told me to sign in with my iCloud and the phone would be all set to go. My argument is that something that simple shouldn't take as long as it did. More serious issues, however, such as replacing a shattered screen is obviously going to take longer.

What replacement iPhone is $299 + tax?

That's what I was charged... idk their reasoning.

 

[Rogifan]

Last time I was in an Apple store was because of a dodgy sleep/wake button. Within a half hour I was out of the store with a new phone restored from my iCloud backup. Granted it wasn't super busy at the time I was there but the process was very smooth. I've never had bad experiences at Apple stores other than sometimes having to wait for assistance because the store was really busy. But it's still night and day from a place like Best Buy where it can be completely empty and you still wait around for someone to assist you.

 

[KUguardgrl13]

Well either have more "genius" people staffed, or don't allow for scheduling 4 or more people with the same "genius"

It doesn't take a genius to figure that out now does it? A company with over 100 billion sitting around can surely afford to fix the issue.

Apparently it does. Management at the store I go to likes to bring the genius a new customer while the previous person is waiting for their device to run diagnostics or restore from a backup. The time I was recalling was when I took my MBP in knowing it was a SATA cable failure (had already happened several times before), and while the genius was waiting for OS X to reinstall (the only solution he could come up with), he replaced four iPhones. It just seemed rude to me to shove me aside when I knew his "solution" would not fix my problem and I would be back again. And this was a Genius who was new to the store but had apparently worked at another Apple Store for several years.

 

[countingtozero]

Apparently it does. Management at the store I go to likes to bring the genius a new customer while the previous person is waiting for their device to run diagnostics or restore from a backup. The time I was recalling was when I took my MBP in knowing it was a SATA cable failure (had already happened several times before), and while the genius was waiting for OS X to reinstall (the only solution he could come up with), he replaced four iPhones. It just seemed rude to me to shove me aside when I knew his "solution" would not fix my problem and I would be back again. And this was a Genius who was new to the store but had apparently worked at another Apple Store for several years.

So you'd prefer them to hang around and make chit chat, not doing anything productive whilst waiting for OS X to install, whilst the eyes of everyone waiting watches them? Those eyes then go on to forums and say "he was just standing there talking to someone and not progressing with their issue, whilst I had to wait 5 minutes extra for my appointment!". How do you know the Family room didn't receive a sick call that day and they had to make do? How do you know all the people who had reservations didn't all actually show up (the average is 1/3rd are no shows). How do you know the Genius didn't actually agree that it may not fix the issue, and by getting a few simple swaps out of the way he was trying to buy you more reservation time?

Why are people focusing on their single experience and not looking at the possible reasons why these experiences are like this as a whole?

 

[Ms6boost]

So you'd prefer them to hang around and make chit chat, not doing anything productive whilst waiting for OS X to install, whilst the eyes of everyone waiting watches them? Those eyes then go on to forums and say "he was just standing there talking to someone and not progressing with their issue, whilst I had to wait 5 minutes extra for my appointment!". How do you know the Family room didn't receive a sick call that day and they had to make do? How do you know all the people who had reservations didn't all actually show up (the average is 1/3rd are no shows). How do you know the Genius didn't actually agree that it may not fix the issue, and by getting a few simple swaps out of the way he was trying to buy you more reservation time?

Why are people focusing on their single experience and not looking at the possible reasons why these experiences are like this as a whole?

Because they're self-centered, it's all ME ME ME, customers.

 

[countingtozero]

There was no repair time...? They literally opened a refurb unit and handed it to me and told me to sign in with my iCloud and the phone would be all set to go. My argument is that something that simple shouldn't take as long as it did. More serious issues, however, such as replacing a shattered screen is obviously going to take longer.

That's what I was charged... idk their reasoning.

What if it turns out that after assessing your iphone there was a third party replacement? Or you didn't know your Apple ID password and therefor couldn't sign out of Find My iPhone? Or it was smashed and they wanted to assess whether the enclosure was too damaged to work with the machine that recalibrates the screen when it goes on. Maybe for you your interaction had a simple result, but there is no way for them to know that until they are actually IN the reservation with you. Maybe the reason you had to wait so long was because these scenarios happened before your reservation to other customers.

You reckon getting a Red Zoner to do a swap out would work? What if it turns out it was a more complex issue? How would that work? "Erm... Um... Yeah sorry we said over the phone that you could just come in and get it swapped with us sales guys on the floor, but this issue actually looks more complex than it sounded like over the phone, you have to make a reservation, see you in 3 hours". Does it not just make more since, when setting customer expectations and not screwing them around, to just have one system that is "if you have a problem, book in. If you just want to buy something or ask a simple non-technical question, drop in".

 

[KUguardgrl13]

So you'd prefer them to hang around and make chit chat, not doing anything productive whilst waiting for OS X to install, whilst the eyes of everyone waiting watches them? Those eyes then go on to forums and say "he was just standing there talking to someone and not progressing with their issue, whilst I had to wait 5 minutes extra for my appointment!". How do you know the Family room didn't receive a sick call that day and they had to make do? How do you know all the people who had reservations didn't all actually show up (the average is 1/3rd are no shows). How do you know the Genius didn't actually agree that it may not fix the issue, and by getting a few simple swaps out of the way he was trying to buy you more reservation time?

Why are people focusing on their single experience and not looking at the possible reasons why these experiences are like this as a whole?

I've had enough Genius Bar experiences beyond that one where I'm now of the opinion that there needs to be a separation between those geniuses trained to deal with iOS devices and those who service Macs. Most of the time the solution to fix an iOS device that isn't physically broken is to reinstall iOS or swap it out for a refurb. Those same fixes don't work as well with Macs, especially the older models with moving parts. It's too expensive to swap them out, and reinstalling OS X won't fix a hardware failure.

So perhaps this new system will help alleviate the problems I've had if Mac customers are given more time with the Genius before they're handed another customer. My problem was the lack of sympathy for my plight of constant hard drive crashes. I had brought my MacBook Pro into the same store several times with the exact same issue, and this particular genius would not look at the notes from previous visits to realize that replacing a part was the only way to fix it. He simply reinstalled OS X after my Mac caused trouble with the diagnostic program and sent me on my way without listening to my spial of "I've been in before, please replace the hard drive cable, and I'll be on my way."

I've been on both sides though. I've been the customer waiting for my appointment and wondering what's taking them. Experience has taught me to be patient with them and expect to wait. I try to schedule my appointment in the middle of the day on a week day when it's less busy.

 

[cicton]

When a customer schedules an appointment online, they should have the option to answer a few quick questions related to Apple products that gives them a score for their familiarity with the hardware and software. This can be used for the employee's benefit in properly communicating with customers and saving everyone time when the customer comes to the store. When talking to some Apple employees, I feel like the first few minutes are the employees trying to feel me out for what I already know and me trying to make clear that I'm not a computing novice or a recent Windows or Android switcher. It's not only inefficient, it can also be awkward.

You're going to like the changes.

----------

I have to agree with Prof. The last couple of times I've had an appointment I ended up waiting 10-15 minutes beyond my appointment due to walk-ins. I happened to be within earshot both times. The walk-ins had a "quick question" about their new devices. End up taking up a genius' time that should been an appointment. Worst part is, some quick googling would have answered their question from the comfort of their home. Anytime I tried to see a genius on walk-in I was told to make an appointment. I get they don't want to discourage new customers, but don't tie up already overbooked geniuses for your existing, waiting customers that had an appointment already.

You're absolutely right. But trust me, the geniuses don't like the walk in traffic either.

 

[SeaFox]

Nothing screams "unprofessional" like a t-shirt. The new head of retail needs her head examined.

http://www.apple.com/pr/bios/jonathan-ive.html

And this is Apple's corporate roster page.

 

[countingtozero]

I've had enough Genius Bar experiences beyond that one where I'm now of the opinion that there needs to be a separation between those geniuses trained to deal with iOS devices and those who service Macs. Most of the time the solution to fix an iOS device that isn't physically broken is to reinstall iOS or swap it out for a refurb. Those same fixes don't work as well with Macs, especially the older models with moving parts. It's too expensive to swap them out, and reinstalling OS X won't fix a hardware failure.

So perhaps this new system will help alleviate the problems I've had if Mac customers are given more time with the Genius before they're handed another customer. My problem was the lack of sympathy for my plight of constant hard drive crashes. I had brought my MacBook Pro into the same store several times with the exact same issue, and this particular genius would not look at the notes from previous visits to realize that replacing a part was the only way to fix it. He simply reinstalled OS X after my Mac caused trouble with the diagnostic program and sent me on my way without listening to my spial of "I've been in before, please replace the hard drive cable, and I'll be on my way."

I've been on both sides though. I've been the customer waiting for my appointment and wondering what's taking them. Experience has taught me to be patient with them and expect to wait. I try to schedule my appointment in the middle of the day on a week day when it's less busy.

In the case of having different people, it is usually a Genius to the Macs, a Family Room Specialist to iOS (or "mobile") devices.

If he wasn't sympathetic and wouldn't read the notes, put that in your NPS comments, and you can rate out of 10 for sympathy. That will help contribute to the overall score of the store and they can work on improving themselves.

 

[NY Guitarist]

I guess I was lucky with the only appointment I ever had or needed. I had my iPhone replaced under warranty because the headphone jack was flaky.

To be fair I called Applecare and they vetted my problem in advance over the phone and then scheduled the appointment. The genius was right on time and I was done and out the door in under 15 minutes.

 

[macgabe]

The battery had almost died on my mum's 4s. I phoned support (France) to ask what to do, they said you are "forbidden" (c'est interdit !) from changing it yourself, you have to go to an Apple Store. First they wouldn't give me a price for this over the phone. After about 45 minutes and several transfers they did give me a price (about $100 from memory) and said I'd have to book an appointment. I said OK do it, but then turned out they were all booked up for the foreseeable future (2 months?), and said you'll just have to phone up in a week's time and see if there's an opening! So I got one from macfixit, it arrived in two weeks for a third of the price, including international postage, and I did it myself. Easy peasy. And yet when you go to the store it's full of "genii" avoiding eye contact like French waiters and rushing into the back room empty handed. I'm sure they've got some kind of WoW tournament going on in there.

 

[DJMeat]

:deleted:

 

[countingtozero]

The battery had almost died on my mum's 4s. I phoned support (France) to ask what to do, they said you are "forbidden" (c'est interdit !) from changing it yourself, you have to go to an Apple Store. First they wouldn't give me a price for this over the phone. After about 45 minutes and several transfers they did give me a price (about $100 from memory) and said I'd have to book an appointment. I said OK do it, but then turned out they were all booked up for the foreseeable future (2 months?), and said you'll just have to phone up in a week's time and see if there's an opening! So I got one from macfixit, it arrived in two weeks for a third of the price, including international postage, and I did it myself. Easy peasy. And yet when you go to the store it's full of "genii" avoiding eye contact like French waiters and rushing into the back room empty handed. I'm sure they've got some kind of WoW tournament going on in there.

Troll. DTA (Distance To Appointment) is one of their most important metrics. If they were getting anywhere close to being that much DTA they would be drastically improving head count in that store.

The reason they try not to provide prices over the phone is because 95% of the time someone complains about battery life it is software related and therefor they don't want to set expectations. Can you imagine if they told you it was that price, you didn't like that price and went to a dodgy iPhone repair kiosk and got it fixed... But turns out it was the software after all, went back to apple with a reservation and they refused to touch the phone because it had been worked on by a third party?

Also AppleCare provide a mail-in service if you can't get to a store or authorised repair place. And with AppleCare Protection Plan you get an iPhone shipped to you before you ship yours away, so you aren't without phone.

How do you know the people avoiding you in store were genius (or in reality, an FRS, the ones who do iPhones)? Thanks to customer feedback they all now wear the one coloured shirt (the business team finally getting with the times about 5 years late!). Before that, when they had different colours to determine a job (RZS, FRS, Conci, Creative, Genius, IS, Leader), people complained they couldn't actually tell who worked in store!

 

[JHankwitz]

Nothing screams "unprofessional" like a t-shirt. The new head of retail needs her head examined.

Wow! You must be as old as I am. Dress codes have made a vast change over the past 40 years, just in case you haven't noticed. The 'new head of retail' is very much in step with the times.

 

[JHankwitz]

... I'm not some arse who is gonna fume in a corner while he's waiting and take my anger out on some poor kid working the genius bar. I'm just a very punctual person.

Punctual? I think it's called 'anal'. With the amount of variability with problems, it's amazing they can do as well as they do. Every customer wants to be treated like a God, not just you. Patience is a virtue.

 

[Zxxv]

Punctual? I think it's called 'anal'. With the amount of variability with problems, it's amazing they can do as well as they do. Every customer wants to be treated like a God, not just you. Patience is a virtue.

punctual is now called anal? come on appointment times are meant to be kept. If I walked in 20 minutes late and said to the genius "oh come on stop being anal" I'd be rightly told to make a new appointment.

 

[britboyj]

In my experience, the Business Team members support is focused on small businesses that would not be worthwhile for a B2B to deal with. Sure, companies dropping 100's of thousands on Apple stuff are worth it but the 3K/year company isn't. Apple BT members provide an easy way to reach those customers while keeping costs in line since they can help other customers as needed.

I don't disagree with you here at all, but they don't need different shirts to do that. The business team DOES need to exist at the Apple stores, and is vital to a lot of businesses, but it doesn't need the holier-than-thou ******** that comes with wearing the black shirt and being "too good" to help other customers, which is de rigueur at most Apple Stores, especially on slow days.

So here's my question to you? What, if any, training does Apple provide BT members on using Apple products for business?

Almost none. As a member of the business team, outside of just shadowing someone already ON the business team, you're expected to learn that sort of stuff yourself.

There's some standard 'iLearning' stuff, or there was before they dropped that program, but it's nothing more than common sense.

A LOT of Apple Business Managers are people who have retired well from actual real B2B jobs, or from 2008-2012 it was a lot of people who were laid off from said jobs.

 

[jdiamond]

Your appointment didn't even come close to being an hour.

It doesn't matter if you arrive before your appointment time, if your appointment is 5.30 then any time before that is being wasted by you, not Apple. You then said your phone was given back to you by 6.05. So in reality, it's taken you 35 minutes. A handover to leave doesn't take 10 minutes.

Even then, if that was happening every time, the store would be getting crucified for it by corporate. And then it would get fixed. Numbers like that aren't allowed to become the norm.

Apple states that you must arrive 15 minutes before your appointment time or you will lose the appointment. That being said, I too have always had the experience mentioned above. It's almost irrelevant when your appointment was scheduled for. Typically takes about 30 minutes before they get to you.

It's a lot like a doctor's office. About 15-20 minutes after your supposed appointment, you finally are given a golden "chair" at one of the benches! Boy does that make you feel great. However, it's just another place you will wait for a long time. Then someone shows up, works on your problem for about 30 seconds, then disappears for a long time.

Don't get me wrong - every time I've gone they've eventually either fixed my problem or told me "Apple no longer supports that model, you have to buy a new one." So it *IS* a good service. But it's not a 15 minute process, even though the service itself usually only takes a few minutes. I can't remember ever getting out in less than an hour.