To roll out its new mixed-reality headset, the Vision Pro, Apple devised a plan almost as intricate as the device itself.

In January 2024, Apple summoned hundreds of retail employees to its campus in Cupertino to train them on the Vision Pro’s features. The company asked them to sign nondisclosure agreements swearing them to secrecy about the device, and even about where in Cupertino the training occurred. While on Apple’s campus, they were required to place their phones in GPS-blocking Faraday bags. Employees who had completed a day or two of the training were not allowed to describe the experience to other retail employees who were about to receive their first demo, so as not to step on the novelty.

It all heightened the romance when the workers finally tried out the headset. Corporate officials showed off the way the device could transport them to an assortment of landscapes, seascapes, and moonscapes, or re-create the sensation of watching movies on a big screen.

“Coming back from Cupertino, it was genuinely the coolest fucking thing I’ve ever seen,” said Megen Leigh, a longtime Apple employee in Columbus, Ohio, who flew to California for the training. “I cannot express enough how insanely brilliant this device is.”

It fell to trainers like Leigh to lead four-hour workshops for salespeople upon returning to their home stores. After that, the salespeople would get an hour of company time to rehearse the demo and to become fluent with the script, and two chances to practice on fellow employees.

On paper, the plan looked airtight. In practice, the Vision Pro rollout proved to be a fiasco in many stores.

The demos hinged on a number of details that employees often struggled to master. Before a customer could begin to use the device, employees would have to scan their face, pick from roughly 25 sizes of light seals, and affix them correctly so that unwanted light wouldn’t compromise the images. Users controlled the device with their eyes and fingers, using subtle movements that could be counterintuitive at first. The script that the company composed for the demos went on for more than a dozen screens.

Further complicating the rollout was the wa...