I hope customers can understand that Apple technicians in the Genius Bar have limitations and have guidelines/protocols they have to follow.
There is no “escalation” button in the Genius Bar. Apple support may escalate it, but the technicians cannot.
If diagnostics is passing hardware, the device CANNOT be replaced systematically through the Genius Bar. It is then deemed software, which it is a software issue. It can be sent out for a restore, but that’s as much as they can do in-store.
They want to help you as much as possible but their hands are tied. Since the watch was purchased recently, I’m assuming the technician went to a manager for help and asked for an exception, likely a retail swap so they can get you out of there.
All in all, be kind to technicians in the Genius Bar, they want or help you and are generally knowledgeable but the system dictates what they can and cannot do.
TLDR; there’s no “escalation” button for the Genius Bar apart from requesting to speak with a manager and somehow persuading for some type of exception.
I hope customers can understand that Apple technicians in the Genius Bar have limitations and have guidelines/protocols they have to follow.
There is no “escalation” button in the Genius Bar. Apple support may escalate it, but the technicians cannot.
If diagnostics is passing hardware, the device CANNOT be replaced systematically through the Genius Bar. It is then deemed software, which it is a software issue. It can be sent out for a restore, but that’s as much as they can do in-store.
They want to help you as much as possible but their hands are tied. Since the watch was purchased recently, I’m assuming the technician went to a manager for help and asked for an exception, likely a retail swap so they can get you out of there.
All in all, be kind to technicians in the Genius Bar, they want or help you and are generally knowledgeable but the system dictates what they can and cannot do.
TLDR; there’s no “escalation” button for the Genius Bar apart from requesting to speak with a manager and somehow persuading for some type of exception.