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genius bar wikipedia jump to content main menu main menu move to sidebar hide navigation main page contents current events random article about wikipedia contact us contribute help learn to edit community portal recent changes upload file special pages search search appearance donate create account log in personal tools donate create account log in contents move to sidebar hide top 1 store layout 2 staff 3 genius training student workbook 4 spinoffs offshoots 5 references 6 external links toggle the table of contents genius bar 11 languages فارسی italiano 日本語 qaraqalpaqsha 한국어 nederlands polski português русский türkçe 中文 edit links article talk english read edit view history tools tools move to sidebar hide actions read edit view history general what links here related changes upload file permanent link page information cite this page get shortened url switch to legacy parser print export download as pdf printable version in other projects wikimedia commons wikidata item appearance move to sidebar hide from wikipedia the free encyclopedia tech support station for apple retail stores this article needs to be updated please help update this article to reflect recent events or newly available information july 2023 the genius bar at the apple store in soho new york in 2003 the genius bar is a technical support service provided by apple inside apple stores to support the use of its products and services 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 for problems that require repairs to hardware most of the work can be completed on site 1 while customers wait the genius bar at apple stores offers same day service for both screen and lithium ion battery replacements 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 days ron johnson the former senior vice president for retail often referred to the genius bar as the heart and soul of the apple store 2 beginning in 2017 numerous genius bars were changed to genius groves with the addition of trees as a part of the today at apple program 3 4 store layout edit layouts of a genius bar previously consisted of at least two 15 or 17 inch then current powerbook or macbook pro often mounted on floating stands employees now use ipads with similar software to check in machines for repairs there may be other notebooks for ipod iphone troubleshooting often referred to as floaters lcd screens behind the bar play looped videos which offer tips to customers waiting for help stools can be found in front of the bar for people to sit and chat with each other or with employees 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 5 as of august 2009 this phone is no longer installed in newer apple retail stores and removed in others 6 staff edit location in london the employees can also be viewed as the local representatives of applecare they offer personal support when customers have problems or questions relating to their apple products most services carried out at the genius bar are free non warranty service which is paid for by the customer when repairs are complete is also routinely performed in some countries apple has service depots where portable repairs for issues such as accidental damage can be completed for a flat rate most portable computer repairs and all desktop repairs are performed in store and completed overnight or within a few days in september 2009 the family room specialists were folded into the mix to handle ipod and iphone troubleshooting after its release in 2010 ipad appointments also fell under the family room specialists apple now maintains two genius bar queues mac and mobile device 7 larger support teams are headed up by the lead genius who handles customer service issues at the genius bar the lead genius is assisted by genius admins who manage the administrative paperwork organizing the geniuses work and liaising with customers about their repairs genius training student workbook edit the genius training student workbook is apple s employee training manual for apple store tech support employees called geniuses 8 the manual features various marketing techniques revolving around the end goal of selling merchandise one of the basic tenets taught to the employees in training is that everyone in the apple store is in the business of selling 9 the basic selling strategy is summed up with a mnemonic device approach probe present listen end apple when customers have concerns the prescribed response in the manual is the three fs feel felt and found technique 10 every genius must attend a two week recruit training that mandates programs as diverse as using diagnostic services and the power of empathy 9 geniuses also have a list of words that the manual clearly stipulates as banned words such as bomb crash and hang must be substituted by does not respond or unexpectedly quits 11 the manual also teaches employees to read emotional cues such as drumming on a table or placing a palm on the back of the neck that might mean a customer is bored or frustrated respectively 12 employees who are not in the genius role don t receive this manual or go through this training the manual was a well kept secret until a copy leaked in august 2012 and ended in the hands of gizmodo s senior staff writer sam biddle who commented it s a penetrating look inside apple psychological mastery banned words roleplaying you ve never seen anything like it 13 a christian science monitor article connected the manual s contents to the idea of the reality distortion field a term for apple s effectiveness at charming customers 14 spinoffs offshoots edit currently apple offers the genius bar for technical support and has creatives software trainers available at all times to answer less technical questions over the years apple has experimented with ways of offering service and support to complement the genius bar some examples all now defunct include the studio is staffed by trainers who serve customers with questions about many apple consumer and pro applications such as ilife iwork final cut pro and aperture third party applications are not officially supported 15 the ipod bar serves to separate out the customers with ipod related questions to allow the genius bar to focus on customers with macintosh specific queries 16 pro labs and open lab were introduced with the opening of the apple store on west 14th street in new york city new york while pro labs is also offered at the sydney australia apple store and the pudong china apple store open lab to date is only offered at the west 14th street location 17 18 pro labs consist of eight hours of training spread across a series of four two hour sessions much like the studio these sessions focus on apple s pro apps such as aperture and final cut pro as well as other third party applications such as photoshop however they are much more in depth and focused than sessions at the studio open lab provides first come first served assistance to customers with various applications much like the early days of the genius bar but with an emphasis on software as opposed to the genius bar s focus on hardware apple has also branded features in their itunes application genius that make musical suggestions based on the user s observed taste references edit lappy maker macbook repair experts doorstep solutions www lappymaker com retrieved 2025 10 07 ifo apple store 2004 03 01 analysts conference archived from the original on 2006 10 16 retrieved 2006 10 13 o kane sean 2017 04 25 apple is redesigning its biggest stores for the first time in 15 years the verge archived from the original on 2025 07 13 retrieved 2026 05 12 fingas jon 2017 04 25 apple sees its redesigned retail stores as community spaces engadget retrieved 2026 05 12 big crowds cheer apple store debut in california pdf mac world retrieved 3 march 2015 the glendale store s genius bar has a red phone with a direct line to apple tech support one customer on saturday posed a question about whether software that collier couldn t answer one call on the red phone later and the problem was solved within 10 minutes permanent dead link ryan christopher 12 august 2009 five apple retail flopps archived from the original on 3 march 2016 retrieved 3 march 2015 in reality many stores never used the red phone after all the idea was the geniuses are supposed to be geniuses right and it was simply relegated to a more iconic status as it sat on the counter eventually the phones were removed apple creates new job position biddle sam 28 august 2012 how to be a genius this is apple s secret employee training manual gizmodo com archived from the original on 31 august 2012 retrieved 31 august 2012 1 2 lee anita 30 august 2012 apple s secret employee training manual revealed mashable com retrieved 31 august 2012 lee adriana apple genius training manual leaked reveals manipulation tactics technobuffalo com archived from the original on 2 september 2012 retrieved 31 august 2012 unearthed apple s secret employee manual reveals sales tactics and prohibited words macworld australia archived from the original on 10 september 2012 retrieved 31 august 2012 ugwu reggie banned words and managed emotions leaked manual spills apple genius secrets complex com retrieved 31 august 2012 gallo carmine apple s secret employee training manual reinvents customer service in seven ways forbes retrieved 31 august 2012 ward bailey jeff how apple geniuses get inside our heads the christian science monitor retrieved 30 november 2013 apple store the studio 2006 07 19 archived from the original on 2006 07 19 retrieved 2023 07 09 ipod bar japan great service but the cocktails need work gizmodo 2005 11 28 retrieved 2023 07 09 apple retail store retail pro lab 2007 12 08 archived from the original on 2007 12 08 retrieved 2023 07 09 west 14th street apple store apple retrieved 2023 07 09 external links edit wikimedia commons has media related to genius bar apple genius bar v t e apple inc history outline environment marketing supply chain trade unions products hardware mac imac pro macbook air neo pro mini studio pro mac models by cpu type ipod classic mini nano shuffle touch iphone hardware history iphone models ipad mini air pro accessories ipad models other apple sim airpods pro max airtag beats pill homepod mini silicon tv vision pro watch force touch software operating systems ios ipados ios history ipados history apps macos history server apps tvos watchos visionos bridgeos darwin classic mac os carplay classroom homekit core foundation filemaker final cut pro compressor motion logic pro mainstage ilife garageband imovie iphoto apple intelligence itunes iwork keynote numbers pages mail pixelmator pro photomator quicktime safari scenekit shazam siri ai swift xcode services financial card pay wallet media arcade books music 1 beats music up next festival itunes radio app news newsstand podcasts tv streaming service originals mls on apple tv communication facetime walkie talkie imessage ichat app invites game center retail app store macos itunes store connect store fifth avenue michigan avenue pioneer place tower theatre support applecare aasp certifications genius bar procare one to one other apple account formerly apple id sign in with apple one developer iad testflight wwdc developer tools developer app icloud mobileme find my fitness photos maps companies subsidiaries anobit apple imc apple studios beats beddit braeburn capital claris acquisitions anobit authentec beats beddit bis records cue editgrid emagic fingerworks intrinsity invisage technologies the keyboard company lala metaio next nothing real p a semi power computing primesense shazam entertainment limited siri texture topsy partnerships aim alliance kaleida labs taligent akamai arm didi digital ocean eldim ifund imagination rockstar consortium design and marketing advertising 1984 think different get a mac ipod product red events idg typography legal issues and labour relations appletoo eu tax dispute litigation 2024 us antitrust case app store antitrust case non recruiting agreements price fixing ebooks fbi encryption dispute epic games supreme court case right to repair unions related car project criticism community applemasters ecosystem history codenames apple fileware ios app approvals knowledge navigator mfi program offices apple park infinite loop wolfe university people ceos michael scott mike markkula john sculley michael spindler gil amelio steve jobs tim cook john ternus board chairs mike markkula steve jobs john sculley arthur d levinson other executives current katherine adams eddy cue craig federighi isabel ge mahe greg joswiak sabih khan steve lemay jennifer newstead luca maestri deirdre o brien kevan parekh phil schiller johny srouji john ternus former alan dye angela ahrendts fred d anderson john browett guerrino de luca paul deneve al eisenstat tony fadell scott forstall john giannandrea ellen hancock nancy r heinen jony ive lisa jackson ron johnson david nagel peter oppenheimer mark papermaster dan riccio jon rubinstein bertrand serlet bruce sewell sina tamaddon avie tevanian steve wozniak founders steve jobs steve wozniak ronald wayne italics indicate discontinued products services or defunct companies category retrieved from https en wikipedia org w index php title genius_bar oldid 1364392719 categories apple inc services computer related introductions in 2001 hidden categories articles with short description short description is different from wikidata wikipedia articles in need of updating from july 2023 all wikipedia articles in need of updating all articles with dead external links articles with dead external links from january 2017 articles with permanently dead external links this page was last edited on 16 july 2026 at 07 10 utc page was rendered with parsoid text is available under the creative commons attribution sharealike 4 0 license additional terms may apply by using this site you agree to the terms of use and privacy policy wikipedia is a registered trademark of the wikimedia foundation inc a non profit organization privacy policy about wikipedia disclaimers contact wikipedia legal safety contacts code of conduct developers statistics cookie statement mobile view search search toggle the table of contents genius bar 11 languages add topic