Rather than completing all repairs in-store, Apple Genius Bars will send away a device for repair if it is unable to connect to iTunes, if it will not power on, or if it does not boot past the Apple logo. The program is being piloted in the United Sates, Europe, and Japan for the iPhone 6, 6 Plus, 6s and 6s Plus.
Apple has told employees that fixing these issues in the store takes significant amounts of time that could be instead allocated to serve other problems. If a customer agrees to have the iPhone 6, 6s, 6 Plus or 6s Plus sent off-site for diagnostics and repair, he or she will be loaned a 16GB iPhone 6 to use in the interim. This is the first time that Apple is offering loaner iPhone 6 units to customers and repairing the devices for general issues off-site. Apple expects the off-site repair process to take three to five business days.
The move is seen as a significant change for Genius Bar operations. Customers who fall under the program will have to wait up to a week to get back their device and use a low end loaner in the meanwhile. This is likely to upset users and make things more difficult for Genius Bar employees.
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