What drives employees crazy at the Apple Store’s Genius Bar? In short, it’s all the un-genius things customers do or don’t do before they come in for help. You can get better service if you prepare your phone and account before you walk in.
A recent article in Yahoo News surveyed current and former Apple Store employees about their biggest complaints when people visit the Genius Bar at stores. The complaints involve a number of time wasters, and they revolve around all the things that customers can and should do before their visits for problems or repairs with iPhones – and likely their iPads, too.
Here’s their advice that can make you a genius in their eyes:
- Know your Apple id (hint: it’s usually your email address) and your password for your Apple and iCloud accounts. If you and Apple can’t access your data, Apple won’t do any work on your phone or device because they won’t take any responsibility for losing your data (unless it’s entirely their fault). If your device is totally inoperable, you can reset your password at home from a computer. Apple Store personnel can sometimes help you reset it, but more often than not, they’ll ask you to come back when you’ve resolved your password issue.
- Have all your data backed up to iCloud. That includes your Contacts, photos and videos and anything else that can be possibly stored on your phone. As with all computing, we recommend regular backups to protect your data. Backing up to iCloud is simple: Go into your Settings and tap your name. Then tap iCloud and scroll to iCloud Backup. Make sure it’s turned on and tap it. Then tap Back Up Now. You can also back up your device to your iTunes account. It’s a little more complicated, but Apple has a support page to walk you through the process. The reason this is critical is because once Apple opens your phone or device, all data stored within is wiped clean. If Apple (or any other seller) provides a new phone or device, they’ll transfer your iCloud (or iTunes) data to your new device.
- Make sure your device is fully charged. If it’s DOA when you get to the store, so’s your appointment. You can probably charge it there, but you’ll probably have to go the back of the line for getting help.
- Be honest about what happened to your device. On a technical level, the wrong information you provide can delay Apple employees from getting to the right diagnosis.
- Don’t ask them for help with your Gmail or Facebook password. If they have time, Apple people can usually help you out, but it’s not their job. And technically, they are not trained to solve these problems. Any organization that requires a password usually has a recovery process, and that process usually offers you an option to verify or authenticate your identity via a text message or email.
We sometimes encounter the same problems with our clients when it comes to dealing with data and password recovery or computers or devices that are “dead as doornails.” We can take the time to help resolve issues, and with devices that aren’t operating properly, we can sometimes fix software problems or help you determine the right questions to ask at the Genius Bar.
If you’re having trouble getting your Apple products ready for a visit to the Apple Store, contact us by phone – 973-433-6646 – or email for help. We might be able to solve your problem and find a solution to prevent it from happening again. Or, we may be able to help you maximize your time at the Genius Bar.