This is Cult of Mac’s exclusive column written by an actual Apple retail store genius who answers all your questions about what it’s like to work 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 dishes on why Apple raised the price of AppleCare+ replacements on the iPhone 5s to $79. They also talk about how hard it is to get fired from the Apple Store and the biggest daily annoyances of the job.
If you’ve got a question you want an 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.
1. Why is the replacement fee for an iPad $50 but the replacement fee for an iPhone 5s is $80? Wouldn’t the iPad cost more to replace?
As crazy as it seems, there is no difference in fees for AppleCare+ replacements between iPad and iPhone. It has always been a $49 fee, up until the release of the iPhone 5s. With its release, Apple changed the fee for AppleCare+ repairs or replacements to $79, whether it be an iPhone, iPad, or the recently added iPod, which was not previously eligible for AppleCare+. If you purchased the AppleCare+ protection plan before the change then you still get the $49 price while any plans purchased after the change will have the new cost of $79.
With the price change, Apple also announced that the protection plan coverage would extend to any of the other countries where it is offered. Keep in mind there are some countries that don’t carry specific models.
I’m not so sure offering the coverage outside of your own country justifies the $30 price change. My guess is manufacturing costs for retina displays and newer silicon chips, like the A7, may explain the cost increase but of course they’d never tell a Retail employee why. The real question is whether the price change is a deal breaker. As for me, I still see it as a great protection from having costly accidents which, for many, happen all too often.
2. What are the most common reasons for getting fired at the Apple Store?
I really haven’t seen very many people get fired. The only guy I ever saw get fired was arguing with management on a regular basis. After he messed up and still argued with managers, he was asked to leave. Apple has many strict policies that result in termination if its policies are not followed. Outside of these policies, management will make every effort to work with individuals who are having any problems at work.
Managers seem to notice the smallest of errors and are sure to let people know when they make mistakes. Constant policy and procedure changes can make it pretty tough to do everything right. Even those who are trying to follow all the rules can feel bombarded by “fearless feedback” as Apple calls it, otherwise known as constructive criticism. Some just can’t take it so they end up leaving to find more suitable employment. You either get with the program or face the music.
3. What’s the most exhausting (or even annoying) situations that a genius has to deal with every once in a time or on daily basis?
The toughest part of my job rarely has anything to do with Macs or iPhones. People seem to be the hardest part about my job. Dealing with a difficult customer while trying to make the experience positive is sometimes impossible. People can be outright rude, impatient, and childlike with temper tantrums and all in order to get things their way. Keeping the “act” of an Apple Genius can be tough.
These situations often involve partnering with a store manager and rarely get resolved quickly. Trying to stay on time with all the appointments while dealing with these issues and other technical issues can be a nightmare. Nothing that a nice bottle of scotch can’t fix, though. It’s all just part of the job after all.
https://vine.co/v/huHUPLnx1dg
