2) A text message telling the customer to start heading back to the Apple Store.1) An initial text message confirming the Genius Bar request and providing the wait time.The customer then provides a phone number, which Apple uses to send three text messages with wait time updates: For example, a customer seeking an iPhone screen replacement will automatically be placed higher in the queue than a customer seeking help with a minor iCloud issue. Using a special algorithm, the application provides the customer a wait time based on issue priorities. Instead, a customer describes the issue to an Apple Store employee, who inputs the issue into an updated iPad application. This new program, spearheaded by Retail Senior Vice President Angela Ahrendts, moves away from the classic appointment model. Currently, a customer seeking Genius Bar assistance can walk into an Apple Retail Store, explain the issue to a check-in assistant, and get a specific time to return for an appointment… During the week of March 9th, Apple’s United States stores will launch a new initiative called “The new Concierge” that replaces traditional walk-in Genius Bar appointments. Apple will soon make a significant change to retail store Genius Bar appointments to improve the customer experience, according to several sources briefed on the upcoming shift.
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