Stuff like this is why I started writing Behind Companies in the first place. Stephen Hackett of 512pixels wrote a short book sharing stories from his time as the lead of a Genius Bar. It’s funny and a great peak into the best retail company in the world.
I worked at Apple during a similar time (Summer of 2007, including the original iPhone launch), and can mirror many of these stories. It was unbelievable to see a 12 year old kid bringing in a $600 iPhone with a cracked screen two days after launch.
The book is $4.99 and you could probably read it in an hour. Definitely worth checking out.