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

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.

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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.

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.

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.