AppleGenius
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Apple will pay out $2 million to California retail employees
A long-running class action lawsuit between Apple and employees of its retail stores in California came to a quick conclusion today. The lawsuit was originally filed in 2011 by four former employees but expanded in 2014 to include around 20,000 Apple retail employees in California. The suit alleged that Apple failed to give employees adequate breaks, failed to pay wages in a timely manner after employees left the company and failed to provide accurate wage statements. The case finally went to court in San Diego back in October, and as Apple Insider reports today a jury has now ordered Apple to pay out $2 million in restitution.
Apple investigating MacBook Air WiFi issues
Apple is investigating potential MacBook Air WiFi issues, according to 9to5Mac. The website reports that Apple Store Geniuses were recently given the following directive: In the United States, Apple Geniuses and Advisors should capture MacBook Air (13-inch, Mid 2013) and MacBook Air (11-inch, Mid 2013) computers with any WiFi issues. The machines in question use a new 802.11ac WiFi chipset. Users have reported that affected MacBook Airs will connect to WiFi hotspots, but then drop the connection after a minute or two, requiring a restart to connect to the hotspot again. As Apple seems intent on getting a hold of affected machines, users who have noticed the issue should go to their Apple Store and request a replacement.
Apple brings Specialists online in four countries, lets us ask questions before we buy
Apple's latest tweak to its online store has now included a real-life genius Specialist that you can chat to if you're undecided about buying your next iPhone or iPad. If you're based in the UK, Germany, Spain or Brazil, you can surf to either product page, and an "Ask Now" button in the top right corner will offer you a choice of a phone-chat, instant messaging or a guided tour. The staffers can even help set up your newest handset once you've purchased it -- or just let you chat to someone if you're feeling lonely. If we have a worry, it's that this might be one of John Browett's schemes to cut costs, but let's hope he isn't dreaming of a future where Cupertino's personal touch is entirely replaced with an IM chat to someone in a call center. Update: A reader took the time to point out that Geniuses are technical support reps, while Apple staffers in sales roles are more properly called Specialists. We've corrected the post to reflect that.
How to be an Apple Genius: A look inside the manual
Gizmodo has gotten its hands on an Apple internal training manual for its retail Geniuses, and it's just as Apple-like as you'd expect it to be, complete with very structured, high level how-tos for creating and pushing the always unique Apple brand. It all makes sense, really: Apple is now the most valuable brand in the world, and Apple's Geniuses are the (lowest-paid) ambassadors of that brand, so this manual is an attempt to codify just what it is that's so special about this company. To that end, Apple's made use of strategies like empathizing with customers almost to a fault, and even using special acronyms (Approach, Probe, Present, Listen, End for "Apple," or the three Fs: Feel, Felt, Found, for how a customer's feelings should be adjusted while chatting about discovering new tech options in the store) to smooth out the whole experience. Apple's Geniuses are asked never to use words like "crash" or "hot" -- instead, computers may "stop responding" or iOS devices may be "warm" at best. Perhaps most interesting, Apple Geniuses are encouraged to "surprise" customers instead of correct them. Using the phrase "turns out" (as in, "it turns out the iPad has up to 64 GB of memory") is specifically mentioned as a way to surprise customers with Apple quality. The manual sounds like a fascinating read. At times, it can get a little robotic, especially when Apple talks about Geniuses giving feedback to each other. But it's interesting to see Apple try and codify all of the "secret sauce" it's put into its very popular brand over the years.
Servicing MacBook Pro with Retina display requires special classes and test
It's no secret that the MacBook Pro with Retina display is a difficult machine to service. Now it turns out that Mac Geniuses and technicians at Apple-Authorized Service Providers need to take two special classes and pass an exam to be qualified to service the device. As noted in a post on 512 Pixels, there are two self-guided online courses that are prerequisites to grabbing your pentalobe screwdriver and popping open the Retina MacBook Pro. The first is a general "MacBook Pro (Retina, Mid 2012) self-paced training course", while the second "Embedded Battery Safety self-paced training course" deals with the glued-in battery pack in the device. The post includes a link to a take-apart guide for the newest MacBook Pro, which states that the non-removable battery is not a replaceable part, and that the entire top case assembly needs to be replaced to service a faulty battery. That guide also shows the location of ten Liquid Contact Indicators that are built into the Retina MBP; damage due to liquids isn't covered by the Apple warranty or AppleCare, and it appears that Apple's going to be very sure that your device hasn't gone for a swim before offering to repair it.
Apple Genius says 30 percent iPhone call drop rate is average in New York
To be sure, a certain number of dropped calls are to be expected when you're dealing with the wonders of cellular communication, but some phones do seem to fare worse then others when paired with certain carriers in particularly congested regions. Apparently fed up with such problems in New York, Gizmodo reader Manoj decided to stop by an Apple Store to see if something might be wrong with his iPhone -- this, after apparently being assured by AT&T that everything was all right on its end. After a few tests, the Apple Genius determined that Manoj's phone was dropping 22 percent of its calls, which turns out to actually be "excellent" compared to most iPhone users in the New York area, where a dropped call rate of 30 percent is said to be average -- according to the dude at the store, anyhow. The Genius further went on to confirm that the phone was indeed "fully functional," and that the problem is "consistent with the service provided by AT&T." So, nothing to worry about, folks -- everything is "normal." [Thanks, Canis]
Nerd grudge match: Geek Squad vs. Apple Genius
You've seen the Geek Squad with their fancy Volkswagens, spiffy ties and shiny, orange buttons. You've also seen the Apple Geniuses walking around with their crisp T-shirts, swell ID badges and all that knowledge. They're both cool (for professional nerds), but who's happier? According to Glassdoor Blog, it's the Geniuses. They make more money on average and spoke better of their work environments in recent satisfaction surveys. Plus, who wouldn't choose to wear jeans and a T-shirt to work over a shirt and tie?Actually, I kind of like the Geek Squad uniforms. They're a cross between Men In Black and Waldo from the Hot For Teacher video. But ... nerdier.
The inside story on Apple Genius training
As we all well know, Apple tends to be a rather secretive company and this extends to their retail operation procedures, etc. Nonetheless, many of us have wondered what it takes to become an Apple Genius, those black-shirted folks manning the Apple Store's most distinctive feature. Well, Apple employees are not supposed to talk, but one former Genius and one current Genius speaking anonymously have let MacLife pull the curtain back a bit for a look at what it takes to be a Apple Genius.To get your foot in the door you have to pass a test on diagnosing Mac problems, then if selected you're sent to Cupertino for two weeks of training en route to gaining three Apple certifications. Then comes some "real-world" training at Apple Retail headquarters, before finally ending with some on-the-job training at an actual retail Store locations. If you've ever been curious about how Apple makes their Genius quota, MacLife's look is worth a read.[via Digg]
Apple "genius" speaks out
Popsyndicate has an article today detailing the "Confessions" of a Mac Genius, aka a guy who worked at an Apple Store doing tech support. The guy had quite a lot to say. Here are a few highlights: Make your support appointments in advance. "Get a clue. Make your Genius Bar appointment in advance so that you're at least guaranteed a seat, even if it is an hour past your appointment time." Don't brag. "Don't come in here bragging about how long you've been using Mac's, or that you're a Mac tech at your company, or anything like that. It doesn't impress us and it makes you look stupid when you don't know how to do something simple, like reset your PRAM. We're only going to make fun of you, behind your back." Don't fall in love with your data. "[There is] a situation where a customers HD is failing and there's a high likelihood they will lose all their data. I would say something like 'Well, at least you can start over with a clean slate. How many people get that kind of opportunity in their lives?' Naturally, it is purely a case by case basis as there have literally been times we've had to break out a box of Kleenex at the bar." So how typical is this guy and his attitude? The spin on the article seems to be that being a Genius is a low-wage, thankless job and that tools like sarcasm and making fun of your clients can get you through a day with crybaby customers, with the occasional "good customer" bringing out one's bright side. I've worked in the service industry. I know how difficult and entitled people can be, but the attitude put forth by this article just strikes the wrong note with me. Pop over and read the whole thing. It's...illuminating.
How Apple geniuses find out about new Apple products
I have been enjoying the 'Pure Genius' column over at Mac Geekery since they started running, and the most recent column is no exception. If you have ever wonder how much Apple Store employees know about upcoming products wonder no more (the answer is little to nothing). As always, misbehaving customers figure into the column. Am I the only one that is fairly pleasant to Apple Store Employees?Go hug your local Apple Genius, and tell 'em Scott sent ya.
