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: Is it tough to work in an Apple store? What are some of the skills required to be a good Apple store employee?
Tough is relative. It’s not like I’m breaking my back with arduous labor to help people, although the job can be draining, both mentally and emotionally. The toughest part about it for me is dealing with unruly customers. It requires a lot of patience and composure. Customers tend to throw a fit if we do not “surprise and delight” them with their options while managers keep us busy pushing upgrades and services.
Add in the unrealistic work loads and it is a combination for madness. During our busy times, which seem to be most of the time at our store, I may be helping three people at a time while those who wait stare at me wondering when I’m going to get to them. Multitasking abilities are a must.
Q: How do I get rid of “Find my iPhone” or the activation lock on an iPhone I bought from a non-owner?
My first bit of advice before purchasing a used iPhone is to make sure the previous owner has disabled Find My iPhone and erased the contents. If the seller erases the iPhone from the settings app find my iPhone will prompt the user to turn off Find My iPhone. If you have purchased an iPhone that has the activation lock, the only way to remove the lock is to contact the seller.
They can remove the lock in two ways. The first is by entering the Apple ID and password on the device will remove the lock and them you can proceed with the setup. If the seller can’t come and unlock the device for activation, you can have them remove the device from their iCloud account on iCloud.com. First turn the iPhone off. Then have the seller log into iCloud.com and go the Find my iPhone web app.
At the top of the page is the “All Devices” button, click it to show the devices linked to the account and select the sold iPhone. Click Remove from Account on the page that shows the sold iPhone. You should now be able to power up the iPhone and set it up.
Q: How can I replace my Apple headphones when my store is 100 miles away?
If you don’t have an Apple Store near you can request service or replacement for your Apple products at getsupport.apple.com. Select the device that your Earbuds came with on the support website and follow the given steps to request service. You will be given the option to send them in and have a replacement sent to you. You will need to enter the serial number of your device when prompted to check your coverage. If you purchased just the EarPods, you can set up a call for support online or just call 1-800-MY-APPLE and ask to have the EarPods replaced since the “Send in for Service” option online requires a serial number. Have your proof of purchase ready for verification and they can set up a replacement and have you send back your old pair.
