Apple Testing Redesigned Genius Bar to Increase Capacity

[ChristIsLORD]

not to be snide but it isn't Apples job to entertain your kids. If they are too young to handle the wait they should be left at home with Mom, Granny, a babysitter or such

I've seen so many people drop their kids off at the kids table at the apple store in malls while they look around, leaving them to yell and run around. I've witnessed once a kid running into a genius who almost dropped a customer's iPad on the ground as well. Thankfully he had lightning fast knee grip reflexes but I can only imagine what would have happened.

I can't imagine all the sticky fingers touching iOS devices are good for other children as well.

 

[east85]

Why fix something that isn't broken?

Apple has been doing great with their current design. SMH.

 

[3282868]

and where will they put them. THAT is why they are doing this.

I didn't read anything about hiring more staff, just reworking the floor for more room so that the current staff can juggle more clients. Basically, "let's not hire more, but make the already slammed bar with iPhone fashionista's and college kids with MacBook's seem larger - we'll even add more stools for them to sit and glare at the tech support for waiting 5 minutes."

Main issue: Approval process and Management workflow

I agree with someone else's suggestion, allow some floor staff to approve exchanges for smaller items such as ear buds. Just before I left, policy changes became more stringent, requiring numerous approvals from local and off site system approval for exchanges/repairs. This is the real issue as getting approval through the required channels is painstakingly slow. People see them behind the bar and assume they're picking their noses (and yeah some do ), but most often they're waiting for [an already slammed] manager to approve anything that needs done. Streamlining that process without compromising on "shrinkage" or unnecessary repairs would facilitate overall flow, allowing managers to better "manage" the front and back of house while allowing faster and improved turn over.

Crowding the back area simply makes the store appear over loaded with pissed off customers. Not a good image. I've worked in retail enough in the past to know, the best way to solve an issue is to improve the overall process/workflow and better trained and paid employees (which was how Apple used to perform).

 

[Jimrod]

Hmm...

1. Should it be worrying that Apple products have become complicated/unreliable enough to require one store operative to work on three customers at once? Not really the kind of service you want from a premium purchase either.

2. While you're reworking things, how about the name "Genius", it rather cheapens the term and gives an implied smugness about the brand...

3. Hurry up with the iPhone 5, my upgrade was due six weeks back but no-way am I getting tied into an 18 month+ contract for upgrading from a "4" to "4S", thank you.

 

[sessamoid]

All I want to do is buy a trackpad.

I thought buying online and then picking up at the store would work faster. It didn't...I still had to wait in line until a tech was free to come over and process my purchase.

Next time I want an Apple accessory I'll just go to my local Best Buy. I like Apple better when they had a central checkout or just regular techs walking around who could process your payment. Now you need to check in with someone before anyone will help you.

You no longer need to interact with anybody to make accessory purchases at the Apple store. Use your Apple Store app on your phone, scan and pay for the item through your iTunes account, take item and leave.

 

[michelleeris]

It's now become impossible to buy anything at an Apple Store without having to wait...for a very long time. I've been into my local Apple Store in Colorado Springs and each time I've had to wait on average 10-15 minutes even to buy a trackpad. I have to check in with the guy up front and then wait for someone to come over so I can pay for the item. The problem is I'm in line behind others who are asking tons of questions before buying their item. All I want to do is buy a trackpad.

I thought buying online and then picking up at the store would work faster. It didn't...I still had to wait in line until a tech was free to come over and process my purchase.

Next time I want an Apple accessory I'll just go to my local Best Buy. I like Apple better when they had a central checkout or just regular techs walking around who could process your payment. Now you need to check in with someone before anyone will help you.

If it's not an Apple branded item, you don't have to speak to anyone; just use the Apple Store app on your iPhone, iPad, or iPod Touch to scan the bar code and OK the charge, and you're out of there.

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You no longer need to interact with anybody to make accessory purchases at the Apple store. Use your Apple Store app on your phone, scan and pay for the item through your iTunes account, take item and leave.

That doesn't work if the product is Apple branded, unfortunately.

 

[dockingbay94]

Hmm...

1. Should it be worrying that Apple products have become complicated/unreliable enough to require one store operative to work on three customers at once? Not really the kind of service you want from a premium purchase either.

2. While you're reworking things, how about the name "Genius", it rather cheapens the term and gives an implied smugness about the brand...

3. Hurry up with the iPhone 5, my upgrade was due six weeks back but no-way am I getting tied into an 18 month+ contract for upgrading from a "4" to "4S", thank you.

1. No. I'd say about 10% of appointments are do to the product actually having a failure. 90% are user error, accidental damage, general questions. Apple products are so easy to use and now so popular that they've attracted the village idiots who can do ZERO troubleshooting themselves in that 10%.

2. I agree.

3. Ha.

 

[SeattleMoose]

It's now become impossible to buy anything at an Apple Store without having to wait...for a very long time. I have to check in with the guy up front and then wait for someone to come over so I can pay for the item. The problem is I'm in line behind others who are asking tons of questions before buying their item. All I want to do is buy a trackpad.

I like Apple better when they had a central checkout or just regular techs walking around who could process your payment. Now you need to check in with someone before anyone will help you.

Bingo!!! Same reason I can no longer shop in an Apple Store. I know it is not "hip" to have a "take a number dispenser" and/or a dedicated checkout lane, but it would sure help things move more efficiently for those of us who just want to "grab something quick". Tired of wandering around trying to catch the eye of an employee. I am sure that if I were young, female, and pretty I would have no problem. Sadly, I am the opposite of all that...

 

[eddjedi]

Great, now they just need to stop calling them geniuses. I wouldn't mind if they actually were geniuses, I've yet to meet one yet though.

 

[ugahairydawgs]

In most locations the Apple Stores need to be in spaces at least double the sqft that they already have. The one I go to the most is in Buford, GA at the Mall of Georgia and it is always a zoo. The store itself is narrow and deep and you can barely move in there. I try not to go in there unless I have to and when I do I dread the trip. People are as friendly as they can be (especially considering the working conditions), but it is by no means a pleasurably shopping experience.

 

[\-V-/]

Great, now they just need to stop calling them geniuses. I wouldn't mind if they actually were geniuses, I've yet to meet one yet though.

They've generally been more like smart a**es than geniuses. :/

 

[eddjedi]

I appreciate they probably deal with a lot of morons every day, but they should have tiered levels, just like my hosting support company does. When you submit a ticket, you have to check an experience box ranging from "I know nothing about computers" to "No offence, but I probably know more than you do." It's a great system, and means my support ticket is handled by somebody on a similar level.

 

[AppleGuesser]

Why fix something that isn't broken?

Apple has been doing great with their current design. SMH.

Its just a test run in "specific" stores. Calm down, this isnt some ground breaking, earth shattering decision

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They've generally been more like smart a**es than geniuses. :/

I agree with you on that. I feel like I know an infinite amount more than they do and they are supposed to be the "geniuses"? Yeah, i think not. They act slighly arrogant and they shouldnt, they arent the next Steve Jobs or Steve Wozniak...

 

[Evilgamer]

If it's not an Apple branded item, you don't have to speak to anyone; just use the Apple Store app on your iPhone, iPad, or iPod Touch to scan the bar code and OK the charge, and you're out of there.

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That doesn't work if the product is Apple branded, unfortunately.

Sure it does, in the US at least, the only product on a shelf I havent been able to walk out with without takling to a human were gift cards. I bought a Thunderbolt->ethernet adapter last week this way and an apple branded adapter cable before that.

 

[AppleGuesser]

In most locations the Apple Stores need to be in spaces at least double the sqft that they already have. The one I go to the most is in Buford, GA at the Mall of Georgia and it is always a zoo. The store itself is narrow and deep and you can barely move in there. I try not to go in there unless I have to and when I do I dread the trip. People are as friendly as they can be (especially considering the working conditions), but it is by no means a pleasurably shopping experience.

I 100% percent agree. In many cases I avoid the Buford mall and go to the Athens PeachMac or the Best Buy off of Atlanta Highway. Way more enjoyable experience than the mall which is terribly congested, hot, a fire hazard, etc.

 

[samcraig]

This was a decision Steve made before he passed away.

"That table. You've positioned it wrong."

 

[AustinIllini]

I 100% percent agree. In many cases I avoid the Buford mall and go to the Athens PeachMac or the Best Buy off of Atlanta Highway. Way more enjoyable experience than the mall which is terribly congested, hot, a fire hazard, etc.

Apple has higher priorities, like opening a fourteenth store in New York.

 

[samcraig]

In most locations the Apple Stores need to be in spaces at least double the sqft that they already have. The one I go to the most is in Buford, GA at the Mall of Georgia and it is always a zoo. The store itself is narrow and deep and you can barely move in there. I try not to go in there unless I have to and when I do I dread the trip. People are as friendly as they can be (especially considering the working conditions), but it is by no means a pleasurably shopping experience.

But keeping the stores this size they can boast HUGE $/square feet. When they expand their stores - that number goes down. Then again - bigger store = more sales - so I can only imagine there's a "bean counter" doing the math for Apple to maximize profits.

 

[akf2000]

They've generally been more like smart a**es than geniuses. :/

this cracked me up! Would love it if they called it the Smartarse Bar.

 

[\-V-/]

his cracked me up! Would love it if they called it the Smartarse Bar.

If they did, more people would at least know what they're getting themselves into.

 

[enragedcamel]

except where systems are being restored from backup etc I don't see this as a good thing. Help 1 person to conclusion and then move onto the next.
I would be rather annoying if someone came over to help and then went off to carry on with another appointment.

That's why it says "up to three customers."

 

[JAT]

not to be snide but it isn't Apples job to entertain your kids. If they are too young to handle the wait they should be left at home with Mom, Granny, a babysitter or such

Sorry, but that's just stupid. Apple's bread and butter is families*, with kids. Don't be daft.

Not to mention the obvious marketing. Every time we went to the Store, I'd hear about whatever game they had that I didn't for weeks. "Please buy xxx, dad!"



* Well, except for the phone.

 

[yg17]

If it's not an Apple branded item, you don't have to speak to anyone; just use the Apple Store app on your iPhone, iPad, or iPod Touch to scan the bar code and OK the charge, and you're out of there.

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That doesn't work if the product is Apple branded, unfortunately.

I bought a Magic Mouse with the app. I was in and out of the zoo store within a minute.

Although last time I ventured to the Apple Store, I was looking for a Thunderbolt cable, again, hoping to be in and out within a minute. But they don't keep TB cables on the floor, so I had to hunt somebody down to help me and get one from the back. What should've taken a minute took 15.

But between the massive crowds of people, the long waits, the inability to find someone to help you and the parents who use the Apple Store as a babysitting service while they go off shopping in the mall, going to the Apple Store is no longer the pleasant experience it once was. Most of the time I just end up ordering whatever I want from Amazon, and if I want it bad enough, I pay $3.99 for Prime overnight shipping - the total ends up being the same since I don't have to pay sales tax. The two times I mentioned above where I went into the Apple Store are the exception, not the rule.

Also, the fact that if you hit West County Center in STL at the wrong time of day you'll spend 10 minutes or more trying to find a parking space, only to end up parking in BFE doesn't help. Wish they'd build a stand-alone store here rather than having both of theirs in malls.

 

[gregorypierce]

"I've got it! We'll turn the desk round by 90 degrees!"

Indeed. I'm sitting here thinking "okay... you guys didn't actually just figure out you could put people on BOTH sides of a table - right?".

 

[Drunken Master]

I was looking for a case the other day

and it looked like a refugee zone in the genius area

hot sweaty sad people all clutching their busted devices

My local Apple stores are always balmy and hot.

Doesn't help that one of them has a glass roof. Go in there on a sunny day this summer and you'll be walking out with soggy boxers.