Zeus Jones iPhone field trip.
As you may have seen, we decided to buy all the employees here an iPhone today. As we’re on an AT&T business plan, we called our rep to get the details. After recovering from the shock of hearing we weren’t all eligible for the $199 price, we were told to go to an AT&T store OR an Apple store and buy the phones. We’d heard on the blogs that activation for corporate customers was only available via A&T stores so this morning we called again to be reassured that we could go to Apple.
It was only when we were standing in line at 7:30 am that we heard corporate customers have to go to AT&T stores. A quick check of the AT&T store revealed that they had 60 phones in stock. A quick check of the line showed over 100 people.
We were about to call it a day when an Apple store manager at the Edina store pulled me aside and said they wanted to try circumventing the AT&T requirements. Despite valiant attempts by several of the staff at the store, AT&T wouldn’t budge and we left iPhone-less.
Disappointed we called AT&T again and were told we can order over the phone BUT we can only order 3 a day and they won’t guarantee when they arrive.
Here’s my take.
On the Apple side, these guys went above and beyond to help. Despite having over 300 people in the line they devoted several people to give us personal attention. I felt like a rockstar getting escorted to the front of the line. But, as great as they are, they have been dragged down by a totally incompetent partner.
On the AT&T side, I still can’t understand why we, as corporate customers, were forced to go through such a ridiculously complicated process to try to give them even more of our business. And then further why after having reached a real live person on the phone more than 3 times today, we were still denied the ability to spend money with them! Their behavior is so far out of the bounds of comprehension that I’m more stunned than angry. It’s hard to imagine that there’s no one in that organization that has any clue whatsoever about how to treat customers. I only know we’ve still to meet him or her.
My message to AT&T: old marketing is about spending money to cover up operational problems that also cost you money. New marketing is about changing your operations to make more money by doing things which people talk about for you. Doesn’t take brain surgery to figure out which makes more sense but perhaps if enough people tell you you’ll get the message.
Helen Phin Says:
July 11th, 2008 at 1:29 pmso true, that. AT&T majorly sucks – I’ve been a customer for 5 years and its just gotten worse and worse. I was very surprised when Apple chose them as the exclusive partner – such a different culture when it comes to customer service.
Gavin Heaton Says:
July 11th, 2008 at 7:39 pmThis seems to be a worldwide problem. Despite enabling the evolution of new marketing, telcos the world over have been the slowest to understand the changes in the market (and in individual and corporate behaviour) that they have helped facilitate.
Perhaps it is time for some crowdsourcing to hit the telco/infrastructure industry. Now, that would be fascinating.
David Esrati Says:
July 11th, 2008 at 9:56 pmAdrian-
I spent an entire day in my effort to get a new iPhone (since my old one went swimming 2 days before the keynote and hasn’t been usable).
After 3.5 hrs in line at ATT- the person in front of me got the last iPhone. They told me I could order one- but it would come in 3-7 days (however, they would still get phones every day on a first come first served basis).
After paying for a phone I didn’t have- I then called the Apple store in Cincy- where I had to be for a clients grand opening- another 3.5 half hour wait- so in line, I called ATT to double check that I would still be able to buy a phone. They tried to tell me they would charge me a 10% restocking fee on the phone I didn’t have. I asked for a supervisor- got that squared away, only to get into the store- and find out my number wasn’t in the system. We called ATT- got it back, and not only did Apple sell me the black 16gb I wanted- but gave me a warranty replacement on my old iPhone! That’s customer service.
I still think Apple’s 2x the speed, half the price is false advertising and they shouldn’t go down without a spanking too- but, at least they tried to keep people in line informed.
The reality is- the insistence on physically coming into the store was a major IDIOTIC move, as well as limits on phones for corporate customers like you ran into.
Just think if Apple hadn’t done an exclusive with ATT- I’d still be with Sprint- and much happier.
If Steve Jobs wants to apologize to the world for this screw up- he should offer OSX for Windows machines at $249, wipe out Vista- and the would would be a much better place (and Crispin would finally have an unsolvable marketing dilemma)
Keep plugging for a new iPhone- the Search and the new jack make it all worthwhile.
Katie Konrath Says:
July 12th, 2008 at 1:33 pmIt always amazes me when a company acts like they don’t want to take our money.
To add to your message to AT&T, there’s no point in spending money on promoting a hot product if you don’t have the capacity (or will) to handle the demand. There’s nothing worse then getting someone all excited about a product and ready to hand over the money… only to send them home empty-handed.
Pope Says:
July 14th, 2008 at 1:05 pmwow. well, since day one, i have been counting down the days till AT&T’s exclusive partnership with Apple expires…
but yeah, this post speaks to a surprisingly universal truth in corporate america – that common sense isn’t very common.
Nicklese Says:
July 28th, 2008 at 7:29 pmi've been with at&t wireless since '96. i have two months to go before my next upgrade. i have been holding out for the 3g iphone, and when i tried to cash in the loyalty chip to have the two month wait waived, an at&t rep asked me — after telling me NO — 'given all the carrier options available, why have i stayed with them so long'? dumbfounded, i had to hang up and gather my senses.