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Few customers realize that Geniuses have asked “Hi, how are you? Are you having a good day?” maybe a hundred times on any given day.

“While everyone thinks of Geniuses as tech people-and they are-it’s also a super-social job,” he says. Secondly, keeping calm can be a challenge. It not only means the problem will take longer to fix, but it also drains the resources of the team. Firstly, the biggest pressure Geniuses feel is not wanting to make a mistake or misdiagnose a repair. While Epperson loved his time at Apple, he says the job can be difficult for a couple of reasons. “I’ve seen this happen at the Genius Bar where a girl will come in with her boyfriend who’s all ‘I built a computer from scratch one time using a toothpick.’ And you’re like, ‘Cool story! But this is the context of the situation, and these are the tools I have.’” Ultimately, having an outside “expert” hovering overhead will just gum up the process and make your repair take longer. Leave your computer expert friend at homeĮverybody has the boyfriend, the cousin or the uncle who knows everything about computers. “If you own a computer, you need to understand what your data is, and the proper ways to keep that data, should something happen to it.” So whether it’s on an external drive by using Apple’s Time Machine backup feature or remote backup through iCloud, make sure your data is duplicated.Ĥ.

Going back to the car analogy, “if you own a car, you do an oil change,” says Epperson. “To be frank, it’s not the responsibility of anyone but you to have protected your data,” he says. In these instances, all the data on the device is lost. Apple users frequently come into the store without backing up their phone or computer’s hard drives, and the only fix to the problem is factory restoring the device. If Epperson had just one tip, this would be it.