One of the basic tenets taught to the employees in training is that “Everyone in the Apple Store is in the business of selling”. The manual features various marketing techniques revolving around the end goal of selling merchandise. The Genius Training Student Workbook is Apple's employee training manual for Apple Store tech-support employees, called Geniuses. The Lead Genius is assisted by "Genius Admins", who manage the administrative paperwork, organizing the Geniuses' work and liaising with customers about their repairs. Larger support teams are headed up by the "Lead Genius", who handles customer service issues at the Genius Bar. Apple now maintains two Genius Bar queues: Mac and Mobile Device. After its release in 2010, iPad appointments also fell under the Family Room Specialists. In September 2009, the Family Room Specialists were folded into the mix to handle iPod and iPhone troubleshooting. Most portable computer repairs and all desktop repairs are performed in-store and completed overnight or within a few days. In some countries, Apple has service depots where portable repairs (for issues such as accidental damage) can be completed for a flat rate. Non-warranty service (which is paid for by the customer when repairs are complete) is also routinely performed. Most services carried out at the Genius Bar are free. They offer personal support when customers have problems or questions relating to their Apple products. The employees can also be viewed as the local representatives of AppleCare+. As of August 2009, this phone is no longer installed in newer Apple Retail Stores and removed in others. The " Red Telephone" sometimes seen behind the Genius Bar was a direct line to Apple product specialists, allowing for problems and questions too complicated for the in-store employees to answer. Stools can be found in front of the Bar for people to sit and chat with each other or with employees. LCD screens behind the Bar play looped videos which offer tips to customers waiting for help. There may be other notebooks for iPod/iPhone troubleshooting, often referred to as "floaters". Employees now use iPads with similar software to check in machines for repairs. Layouts of a Genius Bar previously consisted of at least two 15" or 17" current Apple portable computers, often mounted on "floating" stands. Ron Johnson, the former senior vice president for retail, often referred to the Genius Bar as the "heart and soul" of the Apple Store. If the in-house technician needs to send the affected device to an Apple Repair Center, most repaired or replaced iPhones will be returned or ready for pickup in approximately three business days. The Genius Bar at Apple Stores offers same-day service for both screen and lithium-ion battery replacements. For problems that require repairs to hardware, most of the work can be completed on-site, while customers wait. Many of the services are provided for free, regardless of the product's warranty status. The locations provide concierge-style, face-to-face support for customers from "Geniuses" who are specially trained and certified by Apple, with multiple levels of certification depending on the products serviced. inside Apple Stores to support the use of its products and services. I found a few local spots in CA that will come to my home and help, but I have no idea what to look for and the amount I will have to pay.The Genius Bar is a technical support service provided by Apple Inc. And I find it hard to believe that there is nothing they can do, that my hard drive failed after software update takes place? Has anyone had this happen and give me some quality options to help figure out how to recover my data. My Iphoto info, my Itunes info, it all resides on that hard drive. Fool that I am, I know.we didn't back up and now I am in a bind. They said they would replace my hard drive but can't recover my data and suggested if I want the info to contact a recovery company. I brought it in to the Apple store and was told today, that they tried to back up my drive with Disk Utility and some other back door process and were not able to make it work. Blue screen of death and then my computer wouldn't clear out of that blue screen. Proceeded to click ok, the update began and half way thru, computer rebooted and then bam. Yesterday I was on my computer and the prompt came on alerting me to new software updates. I am heartbroken! Need some input from you all.
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