This is what I’ve been telling customers because that’s what I was told when I started. Is it true, or am I just passing on the wrong info?
Most Apple Stores have the parts they need in stock, including replacements. If they don’t have a part, it usually takes a few days to get it, but they don’t keep your phone during that time. They can replace phones on the same day if they have them. Repairs usually take about 70 minutes or less, depending on what needs fixing and how busy the store is. Same-day appointments are often available, though walk-ins might have to wait.
Apple support can book you in advance but can’t check stock or reserve parts. Everything’s first-come, first-served.
Rarely, Apple might send a device to another facility, especially for Macs, if parts aren’t available or if they need further testing.
The system at Apple Stores is set up to handle both scheduled and walk-in appointments. Repairs are scheduled based on the number of available certified technicians.
Source: I’ve got a good understanding of how Apple Stores operate.
Edit: Mac repairs are usually multi-day unless it’s a software issue.
Galen said:
Most Apple Stores have the parts they need in stock, including replacements. If they don’t have a part, it usually takes a few days to get it, but they don’t keep your phone during that time. They can replace phones on the same day if they have them. Repairs usually take about 70 minutes or less, depending on what needs fixing and how busy the store is. Same-day appointments are often available, though walk-ins might have to wait.
Apple support can book you in advance but can’t check stock or reserve parts. Everything’s first-come, first-served.
Rarely, Apple might send a device to another facility, especially for Macs, if parts aren’t available or if they need further testing.
The system at Apple Stores is set up to handle both scheduled and walk-in appointments. Repairs are scheduled based on the number of available certified technicians.
Source: I’ve got a good understanding of how Apple Stores operate.
Edit: Mac repairs are usually multi-day unless it’s a software issue.
They held mine for 4 days.
Galen said:
Most Apple Stores have the parts they need in stock, including replacements. If they don’t have a part, it usually takes a few days to get it, but they don’t keep your phone during that time. They can replace phones on the same day if they have them. Repairs usually take about 70 minutes or less, depending on what needs fixing and how busy the store is. Same-day appointments are often available, though walk-ins might have to wait.
Apple support can book you in advance but can’t check stock or reserve parts. Everything’s first-come, first-served.
Rarely, Apple might send a device to another facility, especially for Macs, if parts aren’t available or if they need further testing.
The system at Apple Stores is set up to handle both scheduled and walk-in appointments. Repairs are scheduled based on the number of available certified technicians.
Source: I’ve got a good understanding of how Apple Stores operate.
Edit: Mac repairs are usually multi-day unless it’s a software issue.
Do you know if Apple sends repairs to a local service provider partnered with them? My boss wants me to ask, but I don’t think they do that.
Galen said:
Most Apple Stores have the parts they need in stock, including replacements. If they don’t have a part, it usually takes a few days to get it, but they don’t keep your phone during that time. They can replace phones on the same day if they have them. Repairs usually take about 70 minutes or less, depending on what needs fixing and how busy the store is. Same-day appointments are often available, though walk-ins might have to wait.
Apple support can book you in advance but can’t check stock or reserve parts. Everything’s first-come, first-served.
Rarely, Apple might send a device to another facility, especially for Macs, if parts aren’t available or if they need further testing.
The system at Apple Stores is set up to handle both scheduled and walk-in appointments. Repairs are scheduled based on the number of available certified technicians.
Source: I’ve got a good understanding of how Apple Stores operate.
Edit: Mac repairs are usually multi-day unless it’s a software issue.
Do you know if Apple sends repairs to a local service provider partnered with them? My boss wants me to ask, but I don’t think they do that.
They could, but most stores prefer to do repairs in-house to avoid downtime. If they do send it out, it’s because the system requires it or for more complicated repairs. Small devices, Beats, and Apple Watches often get sent out.
Zem said:
Galen said:
Most Apple Stores have the parts they need in stock, including replacements. If they don’t have a part, it usually takes a few days to get it, but they don’t keep your phone during that time. They can replace phones on the same day if they have them. Repairs usually take about 70 minutes or less, depending on what needs fixing and how busy the store is. Same-day appointments are often available, though walk-ins might have to wait.
Apple support can book you in advance but can’t check stock or reserve parts. Everything’s first-come, first-served.
Rarely, Apple might send a device to another facility, especially for Macs, if parts aren’t available or if they need further testing.
The system at Apple Stores is set up to handle both scheduled and walk-in appointments. Repairs are scheduled based on the number of available certified technicians.
Source: I’ve got a good understanding of how Apple Stores operate.
Edit: Mac repairs are usually multi-day unless it’s a software issue.
Do you know if Apple sends repairs to a local service provider partnered with them? My boss wants me to ask, but I don’t think they do that.
They could, but most stores prefer to do repairs in-house to avoid downtime. If they do send it out, it’s because the system requires it or for more complicated repairs. Small devices, Beats, and Apple Watches often get sent out.
I work at a shop authorized by Apple. My boss wants me to call Apple Stores to see if we can take some of their repairs. Honestly, I’m not comfortable doing that and think they’d just ignore me.
Galen said:
Zem said:
Galen said:
Most Apple Stores have the parts they need in stock, including replacements. If they don’t have a part, it usually takes a few days to get it, but they don’t keep your phone during that time. They can replace phones on the same day if they have them. Repairs usually take about 70 minutes or less, depending on what needs fixing and how busy the store is. Same-day appointments are often available, though walk-ins might have to wait.
Apple support can book you in advance but can’t check stock or reserve parts. Everything’s first-come, first-served.
Rarely, Apple might send a device to another facility, especially for Macs, if parts aren’t available or if they need further testing.
The system at Apple Stores is set up to handle both scheduled and walk-in appointments. Repairs are scheduled based on the number of available certified technicians.
Source: I’ve got a good understanding of how Apple Stores operate.
Edit: Mac repairs are usually multi-day unless it’s a software issue.
Do you know if Apple sends repairs to a local service provider partnered with them? My boss wants me to ask, but I don’t think they do that.
They could, but most stores prefer to do repairs in-house to avoid downtime. If they do send it out, it’s because the system requires it or for more complicated repairs. Small devices, Beats, and Apple Watches often get sent out.
I work at a shop authorized by Apple. My boss wants me to call Apple Stores to see if we can take some of their repairs. Honestly, I’m not comfortable doing that and think they’d just ignore me.
It’ll be tough to get through because calls usually go to Apple support, and stores won’t just hand off repairs. You can make sure they know about your shop so they can pass along the info to customers, but I know my local store already has a list of authorized repair shops nearby.
I feel bad if I’m giving wrong info to my customers about Apple repairs. It’s frustrating when people come to Geek Squad after being told something wrong by phone support.
Wren said:
I feel bad if I’m giving wrong info to my customers about Apple repairs. It’s frustrating when people come to Geek Squad after being told something wrong by phone support.
I’ve heard it’s similar to Geek Squad. If they have the part or phone, great. If not, well…
¯_(ツ)_/¯
But I’m sure they have a bigger stock than Geek Squad.
Wren said:
I feel bad if I’m giving wrong info to my customers about Apple repairs. It’s frustrating when people come to Geek Squad after being told something wrong by phone support.
Same here. I wish I knew more about how their appointments work. Can people just walk in? Apple Store is an hour away from me, and if we can’t fix something, I usually just tell customers to call Apple and not promise anything. I know they have more parts and techs than us, but I’m afraid I’m just guessing sometimes.
Wren said:
I feel bad if I’m giving wrong info to my customers about Apple repairs. It’s frustrating when people come to Geek Squad after being told something wrong by phone support.
Same here. I wish I knew more about how their appointments work. Can people just walk in? Apple Store is an hour away from me, and if we can’t fix something, I usually just tell customers to call Apple and not promise anything. I know they have more parts and techs than us, but I’m afraid I’m just guessing sometimes.
I’m always upfront and say, ‘We don’t have the part. We can order it, or you can try Apple. I’m not saying they’ll have it, but if anyone in the area does, it’s them.’
Then I leave it up to the customer to decide.
Also, you can help them book Apple appointments using the Apple Support app. No need to call.
Yeah, if they have the parts, which they usually do. Their in-store stock is big, except for iPads for some reason. They can also transfer parts between stores if necessary. If they need to order something, the customer usually gets to keep the phone while waiting for the part. They call it a service-non repair (SNR).
Sometimes Apple’s system flags a device to be sent to a repair center, but even the technician won’t know that until they’ve already started setting up the repair. It’s annoying. But that’s not something Geek Squad should have to explain.
About walk-ins (someone asked), it depends on the store. Since COVID, it’s different for each location, but most places are accepting walk-ins now. How quickly a customer gets helped depends on how busy they are.
Source: worked at the Genius Bar for 5 years.
Do they hold onto phones while waiting for parts like Geek Squad?
jugenbison said:
Do they hold onto phones while waiting for parts like Geek Squad?
Not usually. Apple and other authorized shops (like Best Buy) return the phone while waiting for parts. Best Buy corporate often overrides this policy to avoid being charged for parts if the repair isn’t completed in time. Apple will let you keep your phone most of the time, which often convinces customers to go there instead. In this line of work, it’s always better to say things like ‘should,’ ‘might,’ or ‘likely’ rather than making promises. It helps avoid frustration and maintains trust with customers.
jugenbison said:
Do they hold onto phones while waiting for parts like Geek Squad?
Do we really do that? I thought it was just a way to get customers to leave.
jugenbison said:
Do they hold onto phones while waiting for parts like Geek Squad?
Do we really do that? I thought it was just a way to get customers to leave.
Yeah, we say it takes 3-10 days because that’s how long it can take for parts to arrive. Apple’s policy is to keep the phone so it can be fixed immediately when the part comes in. That way, they don’t have to return the part if the customer doesn’t show up.
Wren said:
jugenbison said:
Do they hold onto phones while waiting for parts like Geek Squad?
Do we really do that? I thought it was just a way to get customers to leave.
Yeah, we say it takes 3-10 days because that’s how long it can take for parts to arrive. Apple’s policy is to keep the phone so it can be fixed immediately when the part comes in. That way, they don’t have to return the part if the customer doesn’t show up.
3-10 days? It’s usually 1-3 business days unless it’s a weekend or back-ordered. Keeping the phone speeds things up and avoids complications.
From my experience, Apple has fixed or replaced my stuff the same day. It depends on what they have in stock, but they seem to have more parts than other places.
Wren said:
This is what I’ve been telling customers because that’s what I was told when I started. Is it true, or am I just passing on the wrong info?
Tell the customer to download the Apple Support app and book an appointment. It’s the easiest way to see availability. They take walk-ins too, but those can wait a long time, so always suggest an appointment.
Wren said:
This is what I’ve been telling customers because that’s what I was told when I started. Is it true, or am I just passing on the wrong info?
A couple years ago, Apple took back almost all Geek Squad’s inventory because of a shortage. Apple Stores get restocked first. I usually tell customers they’re more likely to have parts for same-day repair, but I can’t promise anything. If Apple doesn’t have the part, they can come back, and we’ll pick up where we left off. Most people are fine with that, and in almost three years, only one person has ever come back to us because they decided to get it done at Apple.