More than one MacDailyNews and iPodDailyNews reader has complained about how some corporate-owned AT&T stores are handling Apple’s iPhone in recent days.
These reader accounts, from scattered locations around the U.S., share the same common thread: AT&T store staff making it difficult or impossible for customers to even see Apple’s iPhone.
Some AT&T stores are giving customers of widely-ranging age groups trouble when the employees are asked to show an Apple iPhone. From what we can tell, these aren’t packs of teenagers storming AT&T stores demanding to see iPhones, but adults, alone or in pairs, asking politely to see the iPhone.
Some AT&T stores reportedly have no iPhone displays on the floor, but still claim to stock the iPhone. Other accounts tell of AT&T stores with iPhone displays, but employees who refuse to bring out the iPhones “on Sundays” or for “fear of theft” due to small staff on-hand, or even claiming that “Apple won’t allow” them to bring out the iPhone to show to customers.
One pair of customers, “business-owning adults in our mid-30s,” on two separate occasions in two different AT&T stores, asked AT&T employees point-blank, “If we have $600 in cash and want to walk out with an iPhone, will you bring one out for us to see?” Both times, the customers said the AT&T employees refused to do so.
Readers report that, at best, some staff in some AT&T stores do not seem motivated to make iPhone sales and, at worst, seem downright antagonistic.
We’re wondering: Are these just isolated instances or signs of a widespread issue or an indication of some AT&T policy we do not understand or simply misunderstandings? Have you experienced any “iPhone friction” at AT&T stores? Please let us know in reader feedback below.
I bought my iPhone at AT&T in the Mall in Morristown, TN, where I didn’t see an iPhone on display, but when I asked about it, they said they had some, but weren’t allowed to open the boxes, so, if I wanted to see one I had to buy it. I did buy one, and the clerk who waited on me couldn’t have been nicer. I don’t know who is to blame for folks not being able to even look at or touch the phone before buying it, Apple or AT&T. Anyway, the iPhone exceeded all my expectations. Just wish it had longer battery power. Can’t keep my hands off it.
@rws,
Your argument is childish. You need to grow up and recognize that there is no free market when corporations are allowed to make the rules.
Yes, corporations are in business to make money, but there is still a little thing called ethics, and stealing from your employees is bad business.
Mozfan, I would not take these points (may they be valid or not) in consideration, seeing that the salespersons at AT&T do not commissions on the sales of iPhones…
I think the guy just wanted you to buy something else, and get the commission on it.
Some of the comments he made are totally immature, if you ask me:
“they have crappy battery life (which I know is wrong)”
How can you be so sure, when the damn iPhone has been out for a month…
“they won’t work with the system at my job (which I couldn’t care less about)”
My partner made it work at his, and he works for the government… Granted, he is the Senior Programer of his Co.
“they are vulnerable to attack (I’ll worry about that when I see it)”
As many phones/cell phones… BUT we don’t really hear about that, do we?
“they don’t have much storage space (I’m familiar with the space, that’s why I asked about an 8GB iPhone)”
Frankly, I moved from a 60GB video iPod to the 8GB iPhone, and it is plenty… Even though I do not have my entire music library and Photo library, this does not bother me at all… And trust me, I am a total space whore when it comes to multi media devices. It actually makes my iPhone change a little when I upload different songs or pictures. Mind you, I almost always have 2 Gb of memory left on my iPhone…
“the new version will be out soon and it will be twice as good for half the price (wow, Apple Insider could use this guy)”
Hum… Yeah, sure… How does he know that? Sorry, but all of these are rumors… Of course, the second generation will be better… Dhu… You don’t have to be a grad student from Harvard or Georgetown to figure that out…
Well, I guess this guy was pretty bitter on the fact that he did not get any money for selling this device.
I have been using the iPhone for a little more than a month now (I got it on launch day), and I have to say that it is the most amazing device EVER…
Granted, some stuff bug out sometime, like Safari quitting when the cash mem is a little too full or stuff like that…
But frankly, this is nothing to be annoyed with, for an update will fix this pronto…
A few days after the release, I went into the AT&T store in the Ontario Mills Mall in Ontario, California, and they didn’t have any iPhones on diplay, and when I asked if I could look at one, they said they were sold out. Probably true, but shouldn’t they still have had a demo model on hand? I mean, if you go to the Apple stores, they have like ten sitting there for you to play with. They weren’t exactly rude, but they didn’t seem to care about selling the iPhone either.
I simply hope that as many people reporting incidences here to MDN are CCing AT&T Corporate and Apple.
AT&T is just using the iPhone to create foot traffic in their corporate owned stores so that their salespeople will have an opportunity to sell people AT&T’s more PROFITABLE products or services, Is anyone really surprised by this behavior?
My suggestion is go to an Apple Store!
I just sent emails to everyone on the site below, referencing the comments on MDN.
http://www.att.com/gen/press-room?pid=5036
Here in Macon, Ga., the two iPhones that were on display are gone. The display is up with the tethers still there, but they only had one phone to show, apparently. The employee that had it brought it over a few minutes after we asked another employee about it, even though he was waiting on another customer. It was a slow Sunday.
The employees were nice. I did on another occassion hear an AT&T employee tell people that this wasn’t for business but strictly consumers, and that a business model was going to be released in a later version, which i think is incorrect.
AT&T is the weakest link and has a horrible reputation. If Apple comes out with a wi-fi iPod or something that I can use skype or something besides a crappy carrier on, then I’ll buy it.
AT&T is the reason I do not and will not have an iPhone.
I believe the exclusive contract with AT&T was a terrible mistake on Apple’s part. When I can buy one from anybody else I’ll have one in a heartbeat.
Our local AT&T store didn’t have any on display because they are too small and remote for a display model. But the salesman told us that he had customers ordering the phones through the in-store fulfillment program who were getting their phones in 4 – 5 days. This was the first week of sales. The next day we ordered a phone for my wife and it was delivered to our door 24 hours later, especially considering that we are about as far west as you can get and still be in the states. Needless to say we were impressed. For those complaining about AT&T, remember that it wasn’t Apple’s first choice either, They were just the first one interested in supporting the iPhone.
they are probably just pissed because they didn’t get a free iPhone like the employees in the Apple-stores xD
Has it been definitively determined that AT&T salespeople are paid commission on every phone they sell EXCEPT the iPhone? I see this “assumed” and “speculated” about above, but is it really true? If true, AT&T management is being extremely shortsighted and stupid. I haven’t been into an AT&T store since I bought my iPhone on at 6:15 pm on intro Friday. I am amazed to hear the stories of the lack of display models for people to pick up and try out. This is a $600 product and potential buyers ought to have a chance to examine it before purchase. This reminds me of Apple’s failed Circuit City store-within-a-store initiative; or the first go around with Best Buys. Sales assistance ranging from apathetic to hostile, and display areas with missing, broken, or switched off products. The ghost town feel.
I hope Apple has some clauses within their AT&T contract that allow them to break the 5 year exclusivity if the sort of partnering being reported hear continues. Why not just let Apple sell the iPhone and let AT&T provide the network?
Apple has been “Best Buyed” again……
was at my local ATT store in Burlingame, Ca.
They had one on display, connected and ready to go..Simply sitting on the display…no friction whatsoever…as a matter of fact, while there I had many, many conversations by customers there buying a “smartphone”…after a few minutes with a real world user, some I think are considering the iPhone more so than when they walked in.
I visited our local AT&T store last week here in Palmdale California and was told that they had sold all of their iPhones and didn’t know when they would be able to have any to show. When I asked if they could let me know when new ones arrived by phone or email, I was told just check back from time to time.
i’ve been to the cingular/att store in irvine, ca on Jeffery/Alton a few times since the launch and they say they don’t have any iphones and don’t know if they will ever get any. they said the best way to get one is by going to an apple store or another att store in irvine. the sales guys said they wish they would get the iphone though since he seemed to want one himself.
Simple solution, find at ATT store with problematic salesstaff and try to play with phone, then when they get stroppy, call up ATT Press office and make it clear that’s what you are doing. That will get their attention.
My experience in dealing with my local AT&T store in Marietta has been such that I cannot rely on their support for anything related to the iPhone. My store refused to assist me in setting up a family plan. The store employee refused to recognize the standard AT&T discount given to all customers who retain their landline connection, even though their fellow employee attested to the benefit.
My resolution came via a call to the AT&T customer service center.
My advice to all iPhone users: don’t bother going to an AT&T store, not ever. If you do go to an AT&T store, it is likely you’ll be given disservice. Apparently, there is no incentive for AT&T store employees to even be nice to iPhone users.
However, all my calls to the AT&T customer service centers have been handled in a very competent and professional manner. In my last contact, the AT&T employee suggested I rate him highly in a telephonic survey to be made later in the day. (When that survey call was in fact made later that day, the AT&T machinery failed to work properly so my “high regards” never had a chance to become recorded).
On Friday 6/30/07, I drove 30 miles to the location reported by the AT&T website which was claimed to have stock of iPhones for the launch, since the nearest Apple Store is a 5 hour drive. Upon arrival at “AT&T”, I found it to be a portable kiosk in the aisle in the local shopping mall of a college town. They had no stock, and were simply taking orders. Groups of people were being turned away by the sales people who were insisting that they purchase accessories and plans for the phone, but would have to wait an indeterminate amount of time before their iPhone would be shipped TO THE KIOSK, ie another return trip was required.
I returned home immediately and my online Apple Store order was placed at 6:07 pm (but completed at 6:27 due to server load!), and it arrived via FedEx overnight directly from China, 1 week later.
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Apple, please do whatever you can to get rid of these AT&T pricks’ contract.
@Chris
Childish? You have a strange sense of what stealing is!
Oh well, I can see you don’t have the logic skills to make an argument or understand one. Have some more Kool-aid and go fight global warming. You’ll feel so much better.
Do you think the couple were Zune Tang & his wench? I would’nt be surprised if it was!!!:-)
RWS, Quit drinking the Limbaugh Kool Aid. That three hours every day is too much man. You’ve been brainwashed, and you don’t even realize it.
I was looking over my account @ AT&T’s web site and noticed that nowhere is the iPhone even mentioned anymore. Look under Phones/Devices and Apple is not listed under manufactures. Look under “smart phones” (or any of the other headings) and there is no iPhone listed. The only mention to iPhone was in Support section. If Apple plans on selling 10M iPhones in 2008 (18,000/day) then they NEED AT&T’s stores/web site to be actively promoting the device. Apple’s management better have a long talk with them or sue for breach of contract. I just can’t imagine ANY company treating potential paying customers like what I’ve read above.
It’s the latest cult. First we had the Moonies, than the Scientologists, but by far the most dangerous (but shrinking) one today is the Dittoheads. They need professional help to be deprogrammed. Three hours a day, five days a week they are bombarded by an opinionated, uneducated failure of a man, who has issues against almost anyone different from himself. His marriages have ended in failure, he’s never served a day in the military, yet is one of the biggest hawks, he has been addicted to painkillers, and obtained them in illegal ways, that surely would have meant jail time for you or me had we done the same, and wouldn’t even be on the radio had his mother not owned the station, and given him the job. Why on earth would any thinking person believe a man like this had any ideas of worth?
SBG, you’re not paying attention.
http://www.wireless.att.com/cell-phone-service/welcome/