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.