In a long and detailed thread, an ex-Apple retail employee who helped launch Apple’s in-store Concierge system details exactly why and how appointments made for support at in-store Genius Bars never seem to start on time.
In a very long Twitter thread, user “Dr. Bread Pitt” details the Concierge system, the forces surrounding the Genius Bar, and how the system can break down under the strain of retail guest responses and other factors. First and foremost, Apple appears to over-book Genius Bar appointments, assuming up to 40% of service-seekers won’t show up for the appointment.
This is further compounded by employee sick calls, and emergencies. Additionally, what’s needed by the customer may be misdiagnosed by time, where an appointment that needs more time may be misfiled in Apple’s Concierge system, leading to further delays.
Read more at AppleInsider.com