He responds with ‘Well yeah, it caught on fire, so I threw it in the sink and ran water over it.’ Right. it clearly had been subjected to some type of liquid, and I returned to the Genius Bar to tell him. ![]() I took the phone into the Genius Room to open it up. He explained that he had been talking on it, when suddenly the phone got very hot and started to burn his hand, so he threw it on the counter and it erupted into flames. Lucas: "The most full-of-shit customer I ever had was a guy that came in and put a mutated, deformed iPhone in front of me and said ‘My phone isn't working.’ I politely asked what happened. He told us it wasn’t working right, so he took it out behind his house and shot it with a rifle because he was so fed up with the thing. I mean this thing was 100% unrecognizable. It was hard to keep a straight face during that.”ĭavid: “One time we had a guy bring in a completely destroyed iPhone in a plastic bag. Tony: “I had a guy try to convince me that the liquid damage was some kind of E.T. Sometimes I found myself seeing people waiting in line before I even spoke to them and I'd think in my head ‘This guy is a bullshitter.’" Don't try to bullshit somebody that knows the product inside out. Lucas: “It’s very obvious when somebody is lying. When the mug shot was released: guess who?” A week later, a news story broke that there was a bomb threat at a local LA Fitness. He was escorted out by our security and asked not to come back. He threatened that he had a bomb in his backpack and was going to blow up the store if we didn't help him. "We also had a customer who was very angry with a long wait when we were backed up. I swapped his phone out for him and he handed me a joint right in public as a thank you. One time Diplo once came in to inform me he had subjected his iPhone to vodka damage. Lucas: “I worked in a high profile trendy area. when the photos imported into iPhoto, it would flash each photo on the screen as it was importing. Tony: “The stuff that would pop up on people's computers when we would do a data migration. They’ve seen your dick pics, and plenty of other wild stuff Some of what they said has been edited for clarity. ![]() To protect them from the wrath of Tim Cook and Co., we’ve changed their names. Our sources: Lucas, a five-year veteran who worked his way up the Apple totem pole to Lead Genius David, a part-time Sales Specialist with four and half years under his belt and Tony, who finished out his five year stint as a Family Room Specialist. Walking into the Apple Store doesn’t feel anything like walking into Best Buy. Lines are long and emotions run high at the Genius Bar, but for some reason, scores of people feel compelled to go in there and just hang out on any given day. It’s a one-of-a-kind retail experience.īut what is it like behind the scenes, inside one of the most infamously secretive companies on the planet? Ever wonder how much store employees really know about unannounced Apple products? Or what the trick is to get your phone replaced for free? I got a handful of former employees and ex-Genii to confess some of the best-kept secrets of the Apple Store.
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