[waitwhatwhere]

Apple Geniuses aren’t trained in electronics & troubleshooting. They get some recipes and when none of those have an answer they fallback to “Lie to the user.”

Source: colleague who was a manager of a Genius team at a big city Apple store.

They are meant to help Apple save face. Put that old school customer service in person touch on things.

It’s not explicitly stated like that in training. They just don’t know, and concoct an answer that the avg customer won’t know is bullshit. It’s how it shakes out given the recipes they’re not allowed to deviate from and the hiring of Apple users, not trained electronics technicians.