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  • (pop) - Hi, my name is Brian Molina.

  • I am a former Apple Store employee.

  • (pop) - Hi, my name is David.

  • I am a former Apple employee.

  • (pop) - Hi, my name is Glory.

  • I am a current Apple Store employee.

  • - And today we're going to be answering your questions.

  • (seductive R&B music with twinkling chimes)

  • (bongo drums) (pop)

  • "What is it like at the store on the day

  • "that a new iPhone is released?"

  • - Well, this past September was

  • my first launch, and it was insane.

  • There's lines outside all day.

  • The store is always busy, but somehow,

  • there's even more people inside the store.

  • It's just basically organized chaos.

  • - My first year, it was packed and it was pretty crazy.

  • There's a lot of hype going into it.

  • - And since this launch was three iPhones and the Watch,

  • it was a whole lot going on in the store.

  • But, yeah, the hype lasts for about two weeks of craziness.

  • (pop)

  • - [David] "Do people still wait outside

  • "overnight to get the new iPhone?"

  • - Yes, people still do that.

  • - Which sometimes confuses me.

  • - So you drive in to park into work

  • and you just see this line of people

  • in their little chairs and tents.

  • It's not that serious.

  • Just go online and buy it.

  • - For the iPhone, I've seen 'em there a day or two before,

  • but also, for the iPad, iPods,

  • they would come just a few hours before

  • we would open the store and just kinda wait there.

  • (pop)

  • - [Glory] "What was the worst or most annoying

  • "problem to deal with?"

  • - We would have this setup area where

  • after you purchase, you would go there

  • and they would help you set up the phones,

  • help you set up the computers, and sometimes,

  • even myself, I used to be there for four,

  • five, six hours with one customer.

  • - Especially if someone doesn't know the PIN number

  • to an account, or they don't know the password.

  • It's always password-related things.

  • Just, people, know your passwords, write them down.

  • - For me, personally, it's when people come

  • into the Apple Store and ask questions

  • about their Gmail accounts.

  • Those really get to me, 'cause it's like,

  • "I don't work for Google.

  • "I don't really know how to help you with the situation."

  • So that's probably the most annoying problem to deal with.

  • (pop)

  • - [Brian] "Can you get banned from the Apple Store?"

  • - Not really?

  • If they were trouble customers, then we'd

  • always keep an eye out for them

  • and we would know, if in the future they came in,

  • to kinda just keep an eye out for them.

  • - There's not pictures of people on the walls

  • somewhere that says, "This person cannot be in here."

  • - It was moreso just, "Get out,"

  • stuff like that, but not to the degree

  • where you're actually banned.

  • (pop)

  • - [David] "Can you get kicked out for staying

  • "and using the products for too long?"

  • - No, you definitely can't.

  • - You can sit inside the store and use the computers

  • or iPads or phones from open to close,

  • as long as you aren't bothering anyone.

  • - Although when it gets really busy, then yes,

  • because people are trying to test everything out

  • and we only have so many iMacs or whatever.

  • - But it's usually, four hours or so

  • is the longest that I've seen.

  • - Or sometimes we'd have this one guy that would come in

  • and basically do his work at our (laughs) job.

  • People knew him and he would come in.

  • "Oh, he just works, he comes in and works in here."

  • So I'm like, "Okay, that's cool.

  • "If you're good with that, I'm good with that."

  • (pop)

  • - "How easy is it for an employee

  • "to tell if a customer's product is fake?"

  • Hmm, depending on where they got it from,

  • it can be pretty hard to tell.

  • - I think the most popular thing to try and fake

  • was a screen, a third-party screen.

  • - When the Geniuses are messing with the phone,

  • they can tell the screws are different.

  • Sometimes the Home, when there was a Home button,

  • the Home button would be a little loose and toggley,

  • and then you'd be able to tell

  • that things were moved and shifted.

  • - I could never really tell, but there

  • was one day where someone replaced one

  • of the display iPhones with a cookie.

  • And that, I could tell that that was fake, for sure.

  • But the icing was very clean.

  • It was very well done.

  • (pop)

  • - "Does every employee at the Apple Store own an iPhone?"

  • No, not everybody has an iPhone.

  • - And that's fine.

  • We don't shame, I mean, there was

  • people who would shame them.

  • - Some people don't like the iPhones,

  • people don't know how to work it.

  • But, you know, to each his own.

  • (pop)

  • - "Has anyone ever attempted to steal

  • "one of the products on display?"

  • Yes, absolutely.

  • - There's too many times.

  • You see people who put the Beats on

  • and they just kinda walk out, you see people

  • who'll just grab accessories.

  • People love to take off their case

  • and then they replace it with one of the sample cases.

  • - I've seen people come in and they go to certain tables

  • and just yank phones off the table and then run out.

  • This happens, like, once a week.

  • - There's been instances where people would get caught,

  • but a lot of people are very successful

  • with (laughs) getting away with it.

  • And we're just told not to do anything.

  • - 'Cause we're all just trained

  • to be like, "Doesn't matter."

  • As soon as that phone leaves the store...

  • - 'Cause they're all demo devices,

  • they can't do anything with them.

  • (pop)

  • - [David] "Is it illegal to jailbreak your iPhone?"

  • (pop)

  • - I don't know if it's illegal, but I'm sure

  • it's frowned upon, like you're not supposed to do that.

  • - Because if you try to bring it in to trade it

  • or get a new one, they're not gonna take it,

  • they're not gonna give you anything.

  • And then, if you go to the Genius Bar

  • to get your phone fixed, they're not gonna fix it,

  • because it's basically not an Apple product anymore.

  • - So, I'm gonna go with yes, it's illegal,

  • because you're just tampering with all of the

  • internal stuff that goes on with the phone anyway.

  • Easy answer is, I think yes, it is illegal.

  • (pop)

  • - "And are the Geniuses actually smart?"

  • Yeah, they really are.

  • Honestly, they're geniuses.

  • - And they do go through a lot of training

  • to do the things that they do.

  • - They know a lot of the techie side of things.

  • - And sometimes when I didn't know an answer,

  • I would walk to the back and I would ask them,

  • and they would, (snaps) just like that,

  • knew, like, in a second.

  • They knew exactly what we were talking about.

  • - Luckily, I think there's a pretty good culture

  • at Apple that we're all in it together,

  • no matter what our positions are.

  • And there's no competition.

  • - Everyone's really nice.

  • No one seems snobby or mean because

  • they know more than I do.

  • Everyone's pretty helpful and nice.

  • - So I hope that answers some of you guys' questions,

  • and we do wanna help, and we will help.

  • Otherwise, Google it, and you'll find out there.

  • (lively pop music)

(pop) - Hi, my name is Brian Molina.

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Apple Store Employees Answer Your Questions

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    林宜悉 posted on 2020/02/25
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