This is Cult of Mac’s exclusive column written by an actual Apple Store Genius who answers all your questions about working at an Apple Store. Our genius must remain anonymous, but other than “Who are you, anyway?” ask anything you want about what goes on behind that slick store facade.
This week our Genius answers why the iPhone screen can be repaired in stores while the iPad has to be shipped away from special care. We also discuss whether working at the Apple Store can be turned into a solid career, plus the top 5 most annoying things customers do at the Apple Store.
Got a question you want the inside scoop on? Send us your questions and the answers will be published first in Cult of Mac’s Magazine on Newsstand. Send your questions to newsATcultofmac.com with “genius” in the subject line.
Q: Do you buy lunch or bring in your own?
I bring in my lunch. Whenever we have leftovers at home from an amazing meal I usually pack some up after for the next day. On the days where I don’t pack something I like to get away from the store for a bit and “reset” as Apple likes to call it. Most the stores are in shopping areas so we have plenty of choices for grub. We either get a half hour or an hour for lunch depending on the length of our shifts. Living on retail wages, I find I do much better financially when I take the time to plan my meals and bring them. Some days you just need a big burger to comfort you from the first world problems of a Genius though.
Q: What’s the most common lie you hear at the Genius Bar?
Geniuses and Family Room Specialists alike have to come up with a fair amount of excuses to explain to customers what’s wrong with their device. The worst excuse and the most commonly told lie at the Genius Bar is for known issues to be called “rare.”
I can’t stand it when a Genius tells a customer that a sleep/wake button failing on an iPhone is rare or that a battery needing service before being completely consumed is uncommon. I don’t know any statistics on failure rates, but I know I handle a fair number of these “rare” issues enough to say that they aren’t rare.
It’s a sort of white lie that reassures customers that the problem was a fluke and that they can trust in Apple’s products in the future. I think it’s better to explain common issues as known issues and just to provide the solution rather than lie about it. The lie gets harder to tell to a customer should the replacement product or repaired device have the same issue down the road.
Q: Why do you think Apple doesn’t release the hardware tests you use to the general public? It would help people out, make your jobs easier and make for shorter lines at the GB.
I would argue that Apple has a lot of tools for consumers to use to troubleshoot their products should they encounter issues. There are many articles and discussions in the support section of Apple’s site which help users find solutions to issues on their own. Should software troubleshooting point to a hardware issue, you can always run Apple Hardware Test on your Mac. Many of the tools we use might not be released because they are only to be used by authorized technicians. Apple only wants authorized technicians to touch most of their stuff anyway. My second opinion on the matter is that in the end, Apple wants you to come into the store. The Genius Bar is another way to get you to buy another product or upgrade you current setup. We have to keep some kind of edge to keep the stores alive and well.
