Why Genius Bar appointments always seem to start late
In a long and detailed thread, an ex-Apple retail employee who helped launch Apple's in-store Concierge system details exactly why and how appointments made for support at in-store Genius Bars never seem to start on time.
Customers can repair their iPhone at home, but at a high cost
In a very long Twitter thread, user "Dr. Bread Pitt" details the Concierge system, the forces surrounding the Genius Bar, and how the system can break down under the strain of retail guest responses and other factors. First and foremost, Apple appears to over-book Genius Bar appointments, assuming up to 40% of service-seekers won't show up for the appointment.
This is further compounded by employee sick calls, and emergencies. Additionally, what's needed by the customer may be misdiagnosed by time, where an appointment that needs more time may be misfiled in Apple's Concierge system, leading to further delays.
Human errors are also a problem as well. A customer can approach an Apple employee in the store who is often "surrounded and stressed out" that they are there for the appointment, and they may not be checked in properly -- or at all.
This compounds the problem, and causes not just their own wait time to be extended, but causes problems with the schedule as a whole when a manager has to expedite service for the customer.
For employees, he lays out some suggestions for the Concierge system as well. Employees can long-press on a button to tell the system that an appointment couldn't be offered for a customer for many reasons. This in turn sends feedback to Apple telling them that the system couldn't meet demand.
The thread details what he'd like to see from customers as well. Specifically, how they should interact with employees at the store, or phone support.
"Many times they are just trying to do the best they can with limited resources and overwhelming amounts of waiting customers," the thread says. "The system they use is made to just get people in, it's not as efficient at keeping it organized."
Furthermore, he reiterates that not everybody in the company has every solution for a customer. So, as always in retail, patience is a must.
"So please be patient, please understand the challenges the technicians face, please make the right types of appointments, please ignore Tik Tok videos, please go online when you can and please remember that these people all just want to help you as soon as they can" concludes the thread.
While not addressed in the thread, there are also steps that a user should take before arriving. Your devices should be prepared for the trip, if possible.
When you arrive, the employees will ask you whether you've got backups, whether you have your Apple ID details, whether you've unpaired the Watch, and so on. All the way through they are hoping you'll say yes because otherwise this is going to take a long time -- and extend waits in the store
Assuming you're prepared with backups, not only will you make their job easier, you'll get out of there faster. You'll get out of there knowing that no matter what happens, your data is both safe and is going to be immediately available for you to get back to work.
Read on AppleInsider
Customers can repair their iPhone at home, but at a high cost
In a very long Twitter thread, user "Dr. Bread Pitt" details the Concierge system, the forces surrounding the Genius Bar, and how the system can break down under the strain of retail guest responses and other factors. First and foremost, Apple appears to over-book Genius Bar appointments, assuming up to 40% of service-seekers won't show up for the appointment.
This is further compounded by employee sick calls, and emergencies. Additionally, what's needed by the customer may be misdiagnosed by time, where an appointment that needs more time may be misfiled in Apple's Concierge system, leading to further delays.
And, on top of all this, the twitter thread details the need for Genius Bar employees to "multitask." Specifically, they are being asked to build business leads, sell AppleCare, sell iPhones, and discuss Apple's educational offerings as well.Ever wonder why you've been sitting, waiting at an Apple Store for what feels like forever for a Genius Bar appointment that's already way past your scheduled time? Let me share a little 1/
-- Dr. Bread Pitt (@drbreadpitt)
Human errors are also a problem as well. A customer can approach an Apple employee in the store who is often "surrounded and stressed out" that they are there for the appointment, and they may not be checked in properly -- or at all.
This compounds the problem, and causes not just their own wait time to be extended, but causes problems with the schedule as a whole when a manager has to expedite service for the customer.
For employees, he lays out some suggestions for the Concierge system as well. Employees can long-press on a button to tell the system that an appointment couldn't be offered for a customer for many reasons. This in turn sends feedback to Apple telling them that the system couldn't meet demand.
The thread details what he'd like to see from customers as well. Specifically, how they should interact with employees at the store, or phone support.
"Many times they are just trying to do the best they can with limited resources and overwhelming amounts of waiting customers," the thread says. "The system they use is made to just get people in, it's not as efficient at keeping it organized."
Furthermore, he reiterates that not everybody in the company has every solution for a customer. So, as always in retail, patience is a must.
"So please be patient, please understand the challenges the technicians face, please make the right types of appointments, please ignore Tik Tok videos, please go online when you can and please remember that these people all just want to help you as soon as they can" concludes the thread.
While not addressed in the thread, there are also steps that a user should take before arriving. Your devices should be prepared for the trip, if possible.
When you arrive, the employees will ask you whether you've got backups, whether you have your Apple ID details, whether you've unpaired the Watch, and so on. All the way through they are hoping you'll say yes because otherwise this is going to take a long time -- and extend waits in the store
Assuming you're prepared with backups, not only will you make their job easier, you'll get out of there faster. You'll get out of there knowing that no matter what happens, your data is both safe and is going to be immediately available for you to get back to work.
Read on AppleInsider
Comments
Someone surely must have it somewhere -- I am surprised that AI didn't ask the company for a comment.
I have had a handful of Genius Bar appointments a year, as long as Apple stores have existed, and can’t remember the last time I waited noticeably past my scheduled time.
I've worked retail in the past -- most consumers/customers are great and patient. It's the entitlement 10% that make life hard on the rest. Just being in the same room with whining Karens of both genders is stressful, and like any mob mentality, one jerk brings down others. It's a pity Apple frowns on another customer taking Karen's Centris out of his hands and beating him to the floor with it while explaining System 9 isn't going to play World of Warcraft, suck it up and buy something made this decade.
So -- no, I've no complaints about my in-store appointments.
The data I have suggests that the average genius bar appointment starts 14 minutes late. The data also suggests that major markets like DC Metro, NYC, London and so forth have much longer waits on the average.
Have been seen early most of the time and issues resolved with great professionalism
I usually have to wait a small amount of time after check in but have no complaints. I've talked wuth other waiting customers and when the Apple person shows up they spend all the time needed.
The preparations listed in the article are all good advice. The only thing I'd add to the list is "Don't cop an attitude" when engaging with the Apple technicians. They are just trying to do their job. They also seem to have some discretion about whether they will charge for certain repairs or replacements. Being nice and respectful can only help your cause.
Has been quite good, with only one short delay, as I recall. So zero complaints from me. My complaint though small is with the whole check-in system at this store. It's the same thing for the Genius Bar appointment or to buy something. They want to know why you're there and then assign you to a rep to help you buy whatever. All well and good if you're there to buy but not so much if you want to browse.
My local store did away with the actual "Bar". After checking in, a 'genius' comes out and finds you amongst the crowd (there's always a crowd) based on a physical description of you taken by the check-in crew. That's worked surprisingly well for me.