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Sections in this article: How do I Schedule an Appointment?, What Should I Bring?, What Should I Expect?,
Checking In, Cancelling or Rescheduling an Appointment, Other Tips
If you have scheduled a Genius Bar appointment at an Apple Store, you may be wondering how to prepare or what you need to bring.
Appointments are completely free. The only cost would be if a device or part needs to be replaced, in which case they would ask you first.
Appointments can be scheduled online at http://www.apple.com/retail/geniusbar/. Note that you need an Apple ID to make a reservation. First, you will be asked to select which product you would like to make an appointment for. Then you will need to describe your issue. Depending on your selection, the following screen asking you which support option you would like should offer a 'Take in for Service' option or 'Visit the Genius Bar.' Select whichever option appears, select which store you want, and then you can schedule an appointment. NOTE: Depending on the issue you selected, you may not be offered the option to make an appointment.
More information, with screenshots, on how to schedule an appointment can be found here.
If you have an iOS device (iPhone, iPod touch or iPad), you can make an appointment from the Apple Store app. NOTE: If you are using the Apple Store for iPad app, see here instead: Apple Store App for iPad: Making a Genius Bar Reservation. The below instructions are for the iPhone/iPod touch version.
If you do not already have this app, you can download it free from the App Store. This app is, of course, made by Apple. Upon opening the app, select the 'Store' tab from the bottom. You will need to choose a store if you haven't already. After selecting a store, a menu for your store should show up, from which you should select 'Genius Bar.'
1. 2.On the 'Find a Store' screen, you can also tap the Maps icon in the upper right to see all of the nearby stores on a map in the Maps app.
After selecting 'Genius Bar,' it will ask you which product you want to make an appointment for: A Mac, iPhone, iPod, or iPad. After you select which product, you will be taken to a screen where you can choose an available time for your appointment (in increments of 15 minutes).
After the appointment is made, you should be returned to the screen for the store you selected. You should see a 'My Reservations' menu with a '1' next to it. This lets you manage upcoming Genius Bar appointments, including the options to cancel or reschedule the appointment (these options disappear 30 minutes before the appointment).
You do not need to bring a receipt. All you need to do is bring the device itself. The Genius who assists you will find the serial number, and use this to check your purchase date and warranty status. The only other thing you may need to bring is your wallet. If you are picking up a Mac or other device after being repaired, they may ask for photo ID. If you have a hardware issue, you may also need to prepare to pay for repairs if your warranty has expired or you have an issue not covered by the warranty. Diagnosis is free, the only costs you may incur are if something needs to be repaired/replaced. You do not have to get it repaired right at that time if you don't want to.
Also, it is very important to make a backup of the data on your device before taking it in. Sometimes, accidents happen and data is lost. Another possibility is that you will receive a replacement device, in which case you would want your data transferred. This article explains backing up and restoring from a backup: iOS: Backing Up and Restoring Data. If you do receive a replacement, the usual procedure is for you (or the Genius) to go to Settings > General > Reset > Erase All Content and Settings on your old device, and then they will take it in exchange for the replacement device. Once you receive your replacement device, if you have an iCloud backup, you are welcome to stay in the store while it restores, in case you need any assistance. You can also take it home, which you would need to do anyway if your backup is in iTunes.
TIP: If you connect to the Apple Store's Wi-Fi for any reason, be it to restore from a backup or just browse the Internet while you wait, be sure to connect to the network called 'Apple Demo.' It's a little-known secret that this network typically has much less devices using it (most people connect to 'Apple Store'), which means there should be more bandwidth available and any downloads should go faster.
That depends on the issue. If you just have some questions, the Genius will be happy to answer them. If you are having some software trouble, for example, syncing with iCloud, they will probably check your settings and try some basic troubleshooting steps, and then more extensive steps if necessary. If you are experiencing lag or crashing on an iOS device, they may run some diagnostics (you can do your own diagnostics: Settings > General > About > Diagnostics & Usage > Diagnostic & Usage Data) to see if there is some app causing conflicts. They may also check to see what apps are open, which is done by double tapping the home button (note that there is a difference between 'open' apps and 'running' apps).
Then, of course, there are the obvious hardware issues. Maybe your device has a white screen, the home button is stuck, battery life is way less than it should be, you receive an Error 1 or -1 in iTunes, whatever the case may be. The Genius will probably look up your serial number first thing. This is found on the back of your device if you have an iPod touch, iPad or the original iPhone. Newer iPhones do not have the serial number printed, and it must be obtained from Settings > General > About > Serial Number. Macs have the serial number printed in some place or another, usually on the bottom for recent Mac notebooks. The Genius will use this to check if your device is in warranty. Note that if their diagnostics program does not find any hardware issues, their system will not allow them to issue you a replacement. Their diagnostics cover some hardware components like the battery, but other issues like a broken home button would need to be observed.
Apple products come with a 1-year warranty, and you have the option to purchase the AppleCare extended warranty, extending your warranty to 2 years, or 3 for Macs. There are somethings, however, that can void your warranty, including installing unauthorized software on an iOS device (usually jailbreaking), tampering with the device, or user-inflicted damage like a cracked screen, or a dropped or water damaged product. More on warranty information can be found here: Warranties and AppleCare.
Below are some common prices for an out of warranty replacement for iOS devices. For iOS devices, typically the whole device is replaced (at the pricing below), with few exceptions like the battery. For a Mac, there are usually more parts that can be replaced, so you would need to schedule an appointment to have it examined and get a quote.
iPhone: $149 for iPhone 4 or earlier, $199 for iPhone 4S, $269 for iPhone 5, 5S and 5C
iPad: $219 for an iPad mini, $249 for a 1st gen or iPad 2, $299 for a 3rd gen or later
If you have a Mac, and they need to check it in to replace a part, they may ask for your login information. This is so they can test the computer afterwards and make sure the part was installed successfully. If you are worried about your data, see Apple's tips for keeping your data safe: http://support.apple.com/kb/HT3294
Once you arrive at the Apple Store, you will need to check in for your appointment. You can speak to the employee(s) standing in front of the Genius Bar, usually distinguished by the green Smart Cover on the iPad they are holding. If this is not the case in your Apple Store or you are lost, any employee will be happy to help point you in the right direction. The other option is to check in with the Apple Store app. If you do not have an Internet connection, be sure to join the 'Apple Store' or 'Apple Demo' Wi-Fi. Once you enter the store, your iOS device's display should look something like this:
Just tap Check In Now, and hang out by the Genius Bar. You will get a notification on your screen when someone is ready to help you. The message will include the Genius' name, and a picture of their face.
If something needs to be replaced, they typically only accept credit cards, though some may be able to make an exception and take cash or a check.
If you scheduled your appointment via the Apple Retail website, you will need to go through the motion of setting up another appointment at http://apple.com/retail/geniusbar/, as described earlier. Be sure to select the same store that you scheduled the appointment at. Once you get to the below screen, click 'Next.'
Upon signing in, you will see a reservation confirmation screen. On the bottom right of that page, you will see a button that says 'View all reservations,' as pictured below.
After clicking this, you will see a list of all your appointments. Appointments that have not yet taken place should have Reschedule and Cancel links.
You will get a confirmation window about the reschedule or cancellation.
If you scheduled your appointment using the Apple Store app on an iOS device, rescheduling or cancelling is easier.
To begin, launch the app and go to the 'Store' tab at the bottom. If you have an upcoming appointment, there will be an option that says 'My Reservations.'
Next, select the appointment you wish to cancel. If the appointment is at a different store, go back, and choose 'Find a Store' in the upper left from the main menu in the Store tab.
On the next screen, you will see information about your appointment, as well as the options to reschedule or cancel.
Other Tips
- Most Apple Stores will let you request a specific Genius. If you had a good experience with a particular Genius (or you just want to avoid one you had a bad experience with), you can ask to work with them.
- If you feel that the issue was not solved the way it should have been, book a new appointment and talk to someone different. If you get the same answer after 2-3 visits, it is unlikely to change.
- If the issue you are experiencing is intermittent, try to document the issue. Take a picture or video or something similar which you can show to the Genius in case they are not able to reproduce the issue. Perhaps you could tell them the steps they can take to reproduce the issue.
Stories can be found on the Internet about people receiving free replacements after their warranty has expired, or if the warranty is void due to accidental damage or some other reason. It is not in Apple's policy to give out replacements for free in these circumstances, and such an occasion is rare. It is entirely up to the Genius you are working with, but chances are they will follow the standard procedure and you will need to pay for your replacement if you don't have a warranty. If you have a device that is just a few days out of warranty, it is feasible to get a free replacement, but again, not in their policy.
Please let us know about your Genius Bar experience in the comments below.
