Apple sets Geniuses up online for iPad and iPhone support

Apple sets Geniuses up online for iPad and iPhone support

Summary: New and would-be iPad and iPhone buyers in the UK, Germany, Spain and Brazil can now get online tech support, before and after they've handed over their money.

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TOPICS: Apple, iPhone, iPad, Mobility, EU
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Shoppers tremulous at the thought of setting up their own new Apple kit no longer have to take a trip to the Genius Bar of their nearest Apple store — the Geniuses are now available online.

From Wednesday, iPhone or iPad owners in the UK, Germany, Spain and Brazil can talk to the 'Apple specialists' by visiting the Apple Store website's iPad or iPhone pages and clicking 'ask now' to set up either an online or phone chat.

As well as settling any questions from would-be Apple device owners before they're parted from their money, the Apple staff can give new iPad or iPhone users some advice on getting started with their device once they've got it home.

apple-geniuses

The Apple workers can give live personalised 'guided tours' — either pre-purchase, to show shoppers how an Apple device works, or afterwards, to demonstrate how to set up or use new features while the user follows along at home.

For those with a Mac or an iPod, however, there's no online support option — just the more hands-on approach of the in-store Genius Bar.

The four countries to get online support also have 50 real-world Genius Bars between them, although Brazil has none.

Topics: Apple, iPhone, iPad, Mobility, EU

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14 comments
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  • Your have got to be joking

    This means if I have an iDevice issue, I still need a pc.
    Excluding things like broken glass, the GB has primarily been either a sales pitch or an effort in frustration (they assume up front you did something wrong and must check for water, jailbreak, some evidence you messed with the device).

    and now they are offering me this experience online.

    I am just giddy with joy.
    rhonin
    • Yeah and everyone who has followed your

      Apple related posts will trust your clearly (based on your long post history here) unbiased and not made up at all experiences;)

      Pagan jim
      James Quinn
      • Opinions Differ

        Sorry JQ, but I find the Geek Squad to be better than Apple GB folks.
        My bias is from a tech support perspective, can they deliver what they promise.
        So far I have found very few that can and Apple is no exception. I have had too many instances of Apple vs. ATT on who's fault it is or who handles the fix.

        What does the GB, in store or online buy me that I cannot get with a phone call?
        btw - I have a number of shops in the area that do same day glass replacement.
        rhonin
    • Excellent support via phone or online, as usual.

      Apple provides excellent support via phone or online, and always has. I've used their products since 1984 with very few problems, so I've been giddy with joy about Apple for 28 years.
      bbuc@...
      • Awesome!

        Someone had to be more than happy, giddy, with their service.
        My congrats to you and may your great service continue.


        Now if you can clue me in on how to get the same........ ;)
        rhonin
    • Totally agree with you

      Apple spends more time training their "geniuses" on doublespeak than they do on helping them solve real customer problems.

      http://www.cultofmac.com/187448/the-apple-genius-training-manual-says-you-cant-use-these-words/

      "Did your computer crash? No, it “stops responding.” Never say crash.

      No Apple products are hot—at most they’re “warm.”"

      You can't make this stuff up.
      toddbottom3
      • Toddy...another bold, blanket, un-sourced statement of fact

        Yes...I read the story you link to. Apple does advise Geniuses to say "stops responding" instead of "crash", though it might be argued that "stops responding" means more to some consumers than "crash" and both get across the same message to sophisticated users.

        What I didn't see in that story was where it said that Apple spends more time on this than on solving real problems. On what basis did you make that statement, on what basis did you say "more time on this than on real problems"....or, did you just make that up despite your assertion to the contrary?
        UGottaBKidding
      • Apple Customer service

        Yet they have won #1 in customer service for the last 11 years in a row.
        bvirga0218@...
      • And based on our long history of posts both qs the toddy one and

        NonZealot we can take your word as an unbiased Apple neutral person why?

        Pagan jim
        James Quinn
      • And yet he 'buys' Apple equipment that he hates

        Still clinging to the lie, as usual.
        Cylon Centurion
    • Wrong

      I gone in several dozen times and not have any up sell. Instead, my experiences have been very positive, i.e. had a motherboard replace with a faulty video card - even though AppleCare had expired two months earlier. If you don't like the check for water or jailbreak, don't do it.
      alannoss
  • All that stuff aside .....

    What does online buy me over instore or via a phone call?
    rhonin
    • Where in the world

      Unlike the phone call, with the online chat you can't tell that the guy is in India.
      Robert Hahn
      • Support Calls

        I'm pretty sure that Apple decided few years back to move their call centers back to the US; they had planned to move them offshore. Not sure who you get when seeking assistance, but I have someone in the States.
        alannoss