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Seems to me like an employee helping a customer out, on their own free-time, fostering goodwill and a good customer experience in the overall ecosystem...

would be something Apple would want to encourage?

I agree something is missing.

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No, they wouldn't want to encourage that at all. Employees doing work off the clock and unpaid, especially for the betterment of the company as a whole, is exactly the sort of thing an employer want to steer very far away from.

There could be a liability issue here. The customer knew the employee worked at an Apple Store. If the employee offered services to the customer while they were in the store, and something goes wrong, a good lawyer could make a case that Apple was responsible. We do not know where or how the offer of services was made.

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