Pulled To Queue

So stoked… iOS 26.4.1 forces you to turn on stolen device protection. Thankfully I was able to immediately turn it off. Thanks corporate 🖕

@LindaLominger But but but, it’s ours to “grasp” 😒 customers in GB are noticing it too, long gone are the days of coaching to behaviors and letting the metrics follow, now it’s get every customer to buy something we need that conversation! I hate this new era for the fruit stand.

Remember transformational, not transactional? I miss that so much. Apple can take these metrics and shove them up their ass. Customers are noticing AND commenting.

@LindaLominger Makes me miss the days when we coached to “behaviors” that drive the “metrics” but I guess those days are over…

It's bad enough that management is so far up our asses with these services, but the poor genius bar technicians! OMG I feel so bad for them. They are being asked to sell accessories, sell services, and fix relationships and they didn't even sign up for that.

They took the AirPods Pro REP off the support site, ugh I can’t wait to tell a customer to pound sand that NO ONES AirPods Pro qualify anymore…

@Creative_Rants F Oh wait wrong chat lol. Ummmmm Apple Vision SE

Chat, what do we think it is? 🤔

beware when there is a poster or stickers dedicated to tracking individual contributions towards this goal

Wakes up and finds sos in top left, does all fruit stand troubleshooting and does cellular voice and service test on the support app, looks at Verizon outage map and finds out it’s a Verizon thing and could take up to 12 hours to fix, nods head and thinks glad I don’t work today

Big oof.

Customer: Yeah, I’ve had iPhones for years since the first one. I’ll never switch! iPhone setup screen: Enter your Apple ID Customer: So what do I do here? Me:

@applejuice1984 Yeah the 14 and 15 non pros do? That’s why it doesn’t suck as bad to get those off when they are broken? I’m just hoping the 16 pro has what these two models do so it’s not such a huge pain like the 15 pro’s

@PulledToQueue No it doesn’t? The 14 and 15 non-pro access those parts the same way and don’t have a metal support frame. I hope so but I wouldn’t count on it.

Idk if any of the other technicians noticed but when they did the expanded inside view of the 16 pros you access the battery and rear camera from the back. That means the 16 pros have a metal support frame behind the back glass!!!!!!

@DepotGenius The amount of techs that still don’t know you don’t have to turn the phone off or put it in airplane mode to “get it ready for repair or trade in” shocks me…

So many ppl don’t know how to turn off that Stolen Phone Protection. I’ve seen tech tell customer they would have to erase the phone in order to turn it off. They think the settings in Find My, which sends the most logic place to look but it’s not there.

@alpherah Had DM turned off for whatever reason. But I read that all day yesterday what my market is interpreting from that is since a related repair has to go off queue and they would have to pull resources from elsewhere “queue” to have the repair done they are not allowing it anymore

@PulledToQueue Can’t DM you but it’s only for SUR failures where you want to send a customer elsewhere to collect WUR

I guess guidance for relating iPhone repairs to neighboring stores in the same district has changed and you are no longer going to be able to do that without manager approval. Gotta love how much the fruit stand is no longer pro customer anymore…

@davidaburke @TapContinue I’m actually going to tell customers that get frustrated over it to give me a 1 across the board on the survey and make it a point to leave a comment about it. Idgaf about my metrics lol

@TapContinue @PulledToQueue Learn to position with confidence: “I understand it’s frustrating that we don’t have the part you need at the moment. That’s why the best solution is for us to send your phone to what’s basically a giant sweatshop of underpaid repair techs who don’t give a crap about service.”

@TapContinue My lead genius actually asked me a couple months ago why everyone was so on edge. And I looked them dead in the eye and said remember when we coached to behaviors that drove metrics. Now it’s about achieving a number and people get worried they will get fired more over that…

@PulledToQueue They make stores fight against each other for metrics instead of being teammates all for a company that has (checks notes) trillions of dollars do fuckall with

@alpherah Yeah it’s under section C I checked it before I left for the day. Says we can do it if the phone is checked in and we didn’t check or position the WUR we can relate but not for modular repairs without manager approval

@PulledToQueue Hmm. 3 hours and I’ll check

Me at work today

@alpherah For us it’s in rs101 in the US. Maybe it’s different in the uk? It is in the relating repairs for iPhone

@PulledToQueue Where’s this? Didn’t see any such info in the Uk at least

Ain’t that the truth…