Booking appointments
How old do you have to be to swap your Airpods through the Genius Bar?
18 years minimum
(technically cannot book an appointment unless 18 years old as we are not allowed to sell to minors)
Where can you find the prices for repairs?
https://support.apple.com/de-ch/iphone/repair
Search: apple service preis iphone/ipad/watch/etc
How do you do a soft reset on an iPhone?
Step 1. Tap the increase volume button
Step 2. Tap the decrease volume button
Step 3. Hold the RHS button until the Apple logo appears
What does a customer need to have when showing up for an accessories appointment?
Proof of purchase (receipt)
Defected product
The iPhone is responsible for X% of Apple's revenue.
What number does X stand for?
50%+
(averaging at 52% in 2022)
How many appointments can you book at the same time?
max 3
Which product counts as an accessory?
Everything that has a separate registered serial number
(Think Magic keyboards, Airtags, Mouse)
Name 2 things you can do if your device is stolen/lost.
1. Look for your device on a map (Find My)
2. Mark as Lost (also disable Apple pay & can add custom message)
3. Remotely erase your device (if you have iOS 15, iPadOS 15 installed, after you erase it, you can still play a sound on it or track it / if not, you won't be able to)
If a customer has AppleCare+, how much does it cost to replace a broken screen on an iPhone 14?
29 CHF
Name 2 of the 4 countries in 2022 which had economies (think value of GDP) bigger than Apple?
U.S., China, Germany, and Japan
When do you book a hardware appointment?
something that's not on the list and not a software issue
What is the cost of a battery swap for an iPhone with and without a home button?
69 CHF with a home button
89 CHF without a home button
Which countries in Europe cover theft in Applecare+?
France, Germany, Italy, Spain
(must be marked as lost, and not removed from Find My - get identical model for $149)
France, Italy & Spain has since this 2022.
What are the 3 different types of warranties or guarantees that a customer could have on their device?
- Swiss consumer protection laws (Schweizer Verbraucherschutzgesetze)
- Apple Limited Warranty (Eingeschränkte Apple-Garantie)
- AppleCare Protection Plan or AppleCare+
According to the Apple Media Services Terms and Conditions, what are you not allowed to create using the services software?
Paragraph G in the Apple Media Services Terms and Conditions states "you will not use these products for...the development, design, manufacture, or production of nuclear, missile, or chemical or biological weapons."
When a customer gives their computer to the Genius Bar to do the data migration, what comes over in the data migration?
Everything comes over thanks to the data migration assistant - it's not possible to pick and choose (except user accounts, you can choose which user accounts come over)
What should the employees at the Genius Bar always wear when doing repairs?
Eye-googles
What are the 2 (out of 3) ways to remove activation lock on a device?
1. Complete the setup process and login in with the apple ID and password of the owner.
2. Remove device by going to www.iCloud.com/find, login and choose the device you want to remove.
3. Get support from Apple. Must have proof of ownership with serial number, IMEI or MEID and know that data will be erased. al-support.apple.com
What are Swiss consumer laws (Schweizer Verbraucherschutzgesetze) in regards to electronic devices?
Consumers can ask the seller for repairs, replacement, a price reduction or a refund of the purchase price for goods that are defective or do not conform to the contract of sale free of charge. These rights apply for two years from the transfer of the goods.
What year was the first Apple store opened in Switzerland? And which store?
September 25, 2008 - Rue de Rive, Geneva
Glattzentrum opened the next day - Sept 26, 2008
What is the difference in time between a software appointment and an Apple ID appointment?
20 minutes
Apple ID appointment = 10 minutes
Software appointment = 30 minutes
What diagnostic is done everytime at a Genius Bar appointment?
MRI (as long as the device can be turned on)
How can a customer keep their data on their phone if they have a Restore screen show up on their phone?
Connect to their computer, restart device, make sure computer has latest software, popup will say "There's a problem with the [your device name] that requires it to be updated or restored" -> choose UPDATE not restore to reinstall iOS & keep personal data
(or iCloud backup)
Why do we let customers who bought their devices less than a year ago by third party sellers bring their devices to be repaired at the Apple Genius Bar?
Eingeschränkte Apple-Garantie (Apple Limited Warranty) which is included at no additional cost - legally Apple doesn't need to do this since Swiss consumer law states that the seller of the device has to cover the first 2 years
Dictionary definition: a guarantee is usually free, whereas a warranty typically includes a premium for the cover (AppleCare would be called warranty)
Name 1 of the 2 tech companies that passed on the iPod before Apple bought it?
Philips and RealNetworks