Skip to main content

Apple Stores ready pair of improvements to in-store Genius Bar support services

Apple is readying a pair of notable improvements for Apple Store Genius Bars to be rolled out over the next couple of months, according to sources. Currently, Apple Stores allocate a fixed amount of time to each customer per Genius Bar appointment: 10 minutes for iOS devices and 15 minutes for Macs. If a customer’s issue requires more than that time amount, the customer is typically asked to book a successive appointment.

Apple has relied on this system in order to fit in as many Genius Bar appointments per day at each store and maintain a uniform experience. However, Apple has realized that not all technical support problems are the same and is preparing to officially allow for longer Genius Bar appointments.

Starting in the coming months, Genius Bar technicians will be able to extend the length of a pre-booked appointment at the point of service, allowing the Genius Bar appointment to continue without the 10 or 15 minute constraint.

Apple Store employees speculate that this feature will utilize a new algorithm to automatically re-assign appointments to other employees in the store as needed so that stores still serve all scheduled appointments despite the new variable time limits. Employees also believe that this change will potentially push back break times until an appointment is completed, but these breaks will not change in length.

Apple is also preparing improvements to walk-in appointments, those not pre-booked online or via the Apple Store application.

One year ago, we reported on Apple’s revamped Genius Bar appointment system for walk-in appointments, noting the shift to a text message-based system. The system allows a user without an appointment to walk-in to a store, explain their situation, provide their phone number, and receive a text message when a Genius Bar appointment becomes available.

However, this text message system has been one-sided, with customers unable to reply. A new version of the system in testing will allow customers to reply to Apple’s text messages in order to reschedule or cancel walk-in appointments. This update system will allow customers to quickly respond with single digits attached to commands rather than full length replies, sources said.

FTC: We use income earning auto affiliate links. More.

You’re reading 9to5Mac — experts who break news about Apple and its surrounding ecosystem, day after day. Be sure to check out our homepage for all the latest news, and follow 9to5Mac on Twitter, Facebook, and LinkedIn to stay in the loop. Don’t know where to start? Check out our exclusive stories, reviews, how-tos, and subscribe to our YouTube channel

Comments

  1. golfersal - 8 years ago

    Sorry but the Genius Bar has just about gone away for the average person because of the success of Apple. In the past if you had a problem, in five minutes you could get an appointment for either that day or the worst the next day and they would help. Now it’s impossible to get an appointment, it’s like customer service at Verizon going through tens of phone trees. You can’t just get an appointment for the genius bar anymore, you have to tell them about the problem and then at best get someone at Apple to call you back, further wasting your time. When it does get time to make an appointment, it takes days and possibly up to a week to get anytime at the Apple Genius Bar, again they have too much business.
    In the last year I have had three problems that I needed help from the Genius Bar. Found it best to just show up and they would take you instead of going on the website. Another thing I now realize, they have so much business that your going to get some kid that really isn’t that great and in the interest to solve a problem in five minutes, if the product was less than a year old they would just replace it. That happened with a phone that seem to get infected with a bug, gosh Iphones aren’t support to get “bugs” but my phone did. They replaced it and then on the new one, when it was downloading my data off of the cloud backup got infected again and they had to replace that phone. Thank God that I had the data producted on my Mac three months prevously, but they never told me what to do about the cloud backup so I assume it’s got a problem and just don’t backup on the cloud anymore.

    The point is, Apple has gotten way to big and it’s now impossible for them to offer the same level of Genius Bar help that they did three years ago. If you have an Apple Plan they spend more time with you, but I never buy an Apple plan for Phone or Ipad.
    The system is close to being broken,again because of their success.

    • b9bot - 8 years ago

      No, Apple will never just replace your product. Your warranty is there for a reason. It gives Apple the opportunity to repair your device such as your computer. Now some products Apple does replace because they are not repairable in store. Such as iPods, iPads, Time Capsules, Apple TV’s. I know of no iPhone that can be infected. What happened in your case is your backup data was corrupted so when you had the problem the first time it was software. But they replaced the unit and then you put that bad software back on the new one and the software was still bad and you had the same issue. Not doing backups is crazy. Backup to your computer at least. Now you will blame Apple because you lost your data when you purposely stopped backing up. There are other options for service as well. You can call Applecare support if they believe your product has a hardware problem they can ship you a replacement postage paid with a return for your old phone so you don’t have to be without your phone and don’t have to wait a week to get an appointment. All calls are free to Applecare right now as they are trying a new service.

      • golfersal - 8 years ago

        My data was corrupt because of some problem on Apple’s end. That is the reason my phone got replaced and I now back it up on my computer. Apple never really answered the question on how I first, get the corrupt data off the cloud and second how I start backing up on the cloud. The whole issue is complicated and what I am trying to say, Apple has grown so big that it’s impossible to give the same Genius Bar help as we use to get 3, 5 years ago. Unless you have an Apple Care contract, in which they do spend more time with you.
        All you have to do is see how hard it is to get an appoitment at the Genius Bar, it’s not easy anymore. I think that everyone would agree on that.

    • crichton007 - 8 years ago

      I’ve noticed that the wait for appointments has gotten used out further than in times past but they are still available. Things tend to get busier at certain times but even in the “good old days” I was never able to get a same day appointment.

  2. Rich Davis (@RichDavis9) - 8 years ago

    I think Apple just needs to open up Genius Bars that are just Genius Bars/Service location. I’m curious does Apple perform battery swaps on any device at the Apple Store location or do they send those out? I’ve never had to have that done, but I’m just curious.

    If people have a tough time with Apple Genius bar, you can certainly go to a AASP. Some of them are quite capable.

  3. Ali Hamodi - 8 years ago

    I don’t see that in real life. All I see is a genius bar guy multitasking between customers and a couple of devices of all kind around him.

  4. Howie Isaacks - 8 years ago

    When I was a Mac Genius at the Apple Store at Willow Bend, I could never stay within these time constraints, and so I stopped trying. I just wanted to help customers and do what ever was necessary to fix their problems. It’s interesting that employees are pointing out how this will affect their breaks. Really? That’s what they’re worried about? If that’s such a big deal, then they aren’t worthy of the Mac Genius job. I busted my ass for my customers, and I never thought about when my break was. I guess I just have a better work ethic. Perhaps Apple should stop hiring low rate techs to work the Genius Bar and start hiring people with a higher skill level and better work ethic. If they made the MGs salaried employees, then they would be free to work as much as is needed. As an IT consultant, I can work as long as I want until the problem is solved. Aside from having to work on weekends and being underpaid, the hourly work schedule was what I hated the most.

    • Sean Silveira (@seancca) - 8 years ago

      How long ago were you a Genius? You should that it is tough work. Making them salaried would just allow them to get used and abused more. They regularly probably end up staying later on their shifts as it is so yes let us remove the ability to make overtime for that. Of course they are worried about breaks because you need to reset in that environment. Also not to mention you lived in a goldmine for having it easy in terms of stores in the general vicinity. Hell I worked hard when I was there and I still wanted a break. Doesn’t mean my work ethic was terrible.

  5. crichton007 - 8 years ago

    Now I don’t feel so bad about taking over an hour of time with that one Apple Genius who was being difficult.

  6. snowyphile - 8 years ago

    Changing the rules to accommodate realities.