Top 5 Tips for Getting Help from the Genius Bar

The Genius Bar, as Apple calls it, is your only Apple branded physical link for getting anything from tough technical questions answered to completely fried machines brought back to life. Unlike a lot of other computer manufacturers, Apple actually has local stores.

On top of that, they stock them full of knowledgeable people for you to tap. If you've ever been in a store you'll notice that these technicians called Genius's or Geni are the "go to guys" when something happens to your favorite Apple product. It's getting help from them that can be the tricky part. You see, the Apple Store can get pretty packed on any given day and at any given time, depending on announcements and general traffic, so these Geni end up being in very high demand. In some stores, it's not uncommon for there to be a 2-4 hour wait just to talk to one of them!

Here's your check list for getting the answers and help you need with limited frustration. Take it from someone who knows the behind the scenes picture of an Apple Store.


1. First and foremost, be courteous. You may not know, but these technicians have been standing behind this bar with calm-to-irate customers telling them every little detail about their problems both, life and computer oriented for hours on end. They receive threats, they rarely get a break and they are required to perform an abundance of tasks, anything from technical support to hardware repair. They also love it. If you want good service, be nice about it, and especially if you think you might frequent the Apple Store, this is the best way to create a good rapport with the Geni.

2. Schedule your appointment ahead of time. Apple has set up a system called Concierge so that you can actually make an appointment online in your own home. The process is very easy, but first requires you find your local Apple Store's website. If you forget to schedule online, the process for doing so within the store is the same (the only difference is that the stores have a link on all their computers that automatically loads their Concierge.)

The Genius Bar resets its queue at 12:01AM every morning, at that time, the queue can start filling up for help requests for that day, and that day only. You'll be able to tell how busy they are by the time slots available and you'll know when to show up in order to get service as you arrive. It's also a good rule of thumb that if the only free time slots are an hour or more in an advance, to expect a 10-15 minute wait just because of the personal nature the bar takes on. Of course, this is subject to how busy the store gets; some stores get very little traffic, some quite the opposite.

3. Be aware of what you're asking. Save only the most technical questions and any type of repairs or replacements for the Geni, and make sure to bring everything with you. Almost everything that Apple makes has a serial number, and comes with 1 year of support with the option of adding Apple Care and making that 1 year, into 3 years of support. You can find out from Apple's Support site if your product is still covered and get tips on finding where your serial number is located. One of the first questions a Geni will ask you after the generic, "so what's going on," is if you have Apple Care.

4. Be aware of your surroundings. I've spent many hours on the Apple Store floors both helping customers and being helped. The nature of the Genius Bar is often like that of your local deli: Your number is called and if you aren't there, they'll move on and come back to you later. So if you happen to be there at that moment when the 3 people ahead of you stepped out for a phone call, or coffee, or simply wandered off, it's not uncommon that the Geni will take a look around and help the next available person. If you make yourself available, that person will be you.

5. Become a high priority. This option is a bit gray. Apple offers a service called ProCare, in which they offer several Genius Bar related benefits, like being able to make reservations 14 days in advance and faster repair service. There are numerous other benefits but the one that suits getting help from the Genius Bar is their "fast track" service.

"If you have a quick technical question or need to drop off a repair, just flash your ProCare card. You’ll skip right to the head of the line at the Genius Bar — and we’ll take care of the rest."

I called this option gray because speaking from experience "fast track" isn't a black and white service option, it can vary by store and environment. Often at stores when there are 20 plus people in the queue, a line of people staring at the Genius Bar disgruntled and barely any room to move, a Genius simply won't drop everything he's doing for a ProCare member.

With that said, ProCare members end up getting help in other ways. Other Apple Store employees will go an extra mile to get your question answered by allowing you to skip the line all together or let you drop off a repair, which is usually done only with a full fledged Genius Bar appointment. A "Specialist" (another class of Apple Store employee) will often pair with a busy Genius to help get what you need done fast so you don't have to join the waiting mob. You do become a high priority and receive preferred status and service, learn more about ProCare here.

Do you have any Genius Bar stories to share? Remember, one time isn't a pattern. Let us know what you have learned in the Comments section below!

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Apple's Genius Bar page 

Apple's ProCare page

How can I avoid waiting hours for the Apple "Genius Bar"? 

Ungenius unofficial news and tidbits about being an Apple Genius

A Day in the Life of an Apple Genius 

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