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Ex-Apple store employees reveal the biggest mistakes customers make at the Genius Bar (AAPL)



Apple Store

  • Some of the most common mistakes people make when coming into the Apple Store for repairs include forgetting their iCloud password and failing to back up their device beforehand.
  • Sometimes customers will forget to charge their device before bringing it in, too.
  • Visit Business Insider’s homepage for more stories.

Working at the Apple Store certainly has its perks. For example, people who have worked there said they love the people and the opportunities Apple offers for career development and personal growth. And Glassdoor is filled with employee reviews citing the staff, culture, and employee benefits as being among the best perks that come with working there.

But every job has its more difficult moments. According to several former employees and one current worker, there are certain things customers do — or don’t do — that can make their jobs more challenging. 

Here’s a look at some of the most common mistakes people make when coming in for repairs, based on interviews with several people who have worked at the Apple Store. Most of the people interviewed requested to remain anonymous so that they could speak freely about their former or current job.

SEE ALSO: The 31 best tech companies to work for in 2020, according to employees

Not backing up their data

Among the most common mistakes many people make is not backing up their data when they come in for a repair.

“The biggest thing is how unprepared the general public is about saving their information,” said one current employee. “A lot of people, they run their entire businesses off their phones and computers . . . If this is your entire life, how do you not save this elsewhere?”

Read more: The 21 most expensive products Apple has ever sold

Forgetting their iCloud password

Forgetting or not having access to their iCloud password is another typical issue Apple Store employees must help customers deal with, said CJ Ryan, who worked at the Apple Store for two years, and a former Apple employee of four years. When that happens, employees sometimes have to tell the customer to make a different appointment and come back when they have access to their iCloud account. 

There’s a chance customers forget their iCloud password because they don’t have to use it very often. A study from September 2018 led by Rutgers University New Brunswick found that important passwords that are used frequently are less likely to be forgotten.

Do you currently work at the Apple Store? If so, we want to hear from you! Contact this reporter at

Asking Apple to help them with their Gmail or Facebook password

Helping customers reset their iCloud password can also be difficult when Genius Bar patrons forget their email password, said Ryan. Sometimes customers would ask Apple staff to help them with their Gmail or Facebook password. Even though it’s not part of their job, Apple Store workers will usually try to be helpful in this situation anyhow, according to Ryan. 

One way to create a strong password that you’ll actually remember is by using an entire phrase as your passcode rather than just a string of characters. That’s according to Etay Maor, chief security officer at IntSights who previously worked for IBM Security, who spoke to Business Insider in July. Since phrases are often much longer than the average eight to 10 character password, using a passphrase makes it less likely that a malicious actor will crack it. 

Not being honest about what happened to their device

When customers are dishonest about what happened to their device, it makes it harder to address the problem, two of the people said. 

“On a technical level, if they’re not honest with us, it becomes tough,” said one former employee of seven years. 

The ex-employee who worked at the Apple Store for four years said customers would sometimes come in with shattered phones and make excuses about how the accident happened. “We would get that on a weekly basis,” this person said.

Not charging their device before they bring it in

Bringing in a device without any charge left in it will only waste time both for the customer and the Apple employee. But it’s a common mistake that Ryan says he often encountered during his time at the Apple Store, especially with Apple Watches.

“I’d just sit there, and we all have to wait,” he said. 


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Uber offloads Indian food delivery business to Zomato in all-stock deal




Uber has offloaded its Indian Uber Eats business to local rival Zomato, one month after reports first emerged that the U.S. company was in advanced talks to move away from food delivery in India after failing to gain sufficient traction.

The all-stock transaction sees Uber gain a 9.99% stake in Zomato. It also represents part of a wider trend across Uber’s business that has seen it consolidate its various businesses through divestments and acquisitions.

While Uber continues to cut its losses in the push for profitability, Uber Eats represents its fastest growing unit, with sales growing 64% in the past year thanks to a customer base of well over 90 million active users globally. But Uber faces significant competition both domestically and abroad. Since its Indian debut back in May, 2017, Uber Eats has struggled against local players including well-funded Swiggy and Zomato — just last week, Gurgaon-based Zomato raised a fresh $150 million in financing from Alibaba’s Ant Financial at a $3 billion valuation.

For Uber, it makes little sense hemorrhaging cash chasing larger and longer-established local players when it can instead focus its efforts on markets where it is a market leader. It’s also worth noting that Uber remains one of the top ride-hailing companies in India, so this move also lets it concentrate more on the transport side of its business. Moreover, as a future IPO-contender, owning a near-10% stake in Zomato could prove very fruitful in the long run for Uber.

“Our Uber Eats team in India has achieved an incredible amount over the last two years, and I couldn’t be prouder of their ingenuity and dedication,” noted Uber CEO Dara Khosrowshahi, in a statement. “India remains an exceptionally important market to Uber and we will continue to invest in growing our local rides business, which is already the clear category leader.”

The Zomato transaction is one of several similar deals Uber has pursued in recent years as it has sought to turnaround its business. In the ride-hailing realm, Uber sold its Chinese business to local etaxi giant Didi Chuxing in a $35 billion deal back in 2016, which was followed by a merger with in Eastern Europe a year later. Elsewhere, Uber unfurled the white flag on its Southeast Asian adventure in 2018 when it folded its business into Singapore-based rival Grab. But it’s not all about selling — last year, Uber confirmed plans to acquire Middle Eastern competitor Careem for $3.1 billion, a deal that closed just a few weeks ago.

From today, Uber Eats in India is effectively no more, and all restaurants, delivery drivers, and Uber Eats customers will be directed toward Zomato’s platform.


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Facebook to create 1,000 jobs in London




A Facebook exec has claimed that the social media giant helped Trump get electedImage copyright
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Facebook is to create 1,000 new jobs in London by the end of the year.

The new posts will take the tech giant’s total number of UK employees to more than 4,000.

More than half of them will be technology-focused, with roles in software engineering, product design and data science, the company is to announce at an event in London.

Facebook has more than 35,000 employees worldwide, with the capital its biggest engineering hub outside the US.

Facebook said many of the new jobs would be in its Community Integrity (CI) division, which builds the tools and technology the company uses to detect and remove harmful content from its platforms.

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Facebook’s chief operating officer Sheryl Sandberg will unveil the jobs boost in London later

Sheryl Sandberg, Facebook’s chief operating officer, is due to unveil the jobs later on Tuesday at an event for small and medium-sized UK businesses.

She will say: “The UK is a world leader in both innovation and creativity.

“Many of these high-skilled jobs will help us address the challenges of an open internet and develop artificial intelligence to find and remove harmful content more quickly.

“They will also help us build the tools that help small businesses grow, compete with larger companies and create new jobs.”

Ms Sandberg will also stress that Facebook is committed to investing in the UK for the long term.

Facebook’s new London employees will be deployed on tasks including the development of products such as Workplace and WhatsApp.

The company said its London CI teams are responsible for everything from fighting spam and abuse to addressing violence and personal safety.


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