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’m guessing that these are folks that “hate all things Apple”. I’ve had many people become downright nasty if you even attempt to mention Apple, Macintosh or iPhone.
“Activating the phone at home is going to be like self-serve cashiers at the supermarket.”
I hope not, because that is an irritating, slow and dehumanizing process.
If this is true – that AT&T employees aren’t marketing the iPhone on an equal footing with other products – might this not violate the exclusive agreement between Apple and AT&T and let Apple out early due to breach of contract by AT&T? I wish I were privy to the wording of their agreement…
I just want to know where you live that they are offering hiring bonuses to casheirs? Are all areas of business there looking for help? There are lots of people looking for work!
MDN MW: Is it south?
One thing to remember is that these ATT store employees probably don’t have a lot of people skills, since they are used to seeing only a few customers a day. They simply aren’t trained to handle an influx of people who are enthusiastic about a product the employee knows little about.
And Chris, you are the reason comments end up being moderated or shut off. Stick to the topic or STFU, there’s no reason to spout your propaganda here other than to force people to listen to your inappropriate rantings.
AT&T was the show stopper for me, there is no way I’ll enter AT&T hell. I need a good carrier with an unlocked phone before I bite. As for the ethics, ethics depends on where you sit, it is ethical for a corporation to take an employees commission if it helps their bottom line.
I live in Milwaukie, a suburb of Portland, Oregon. I phoned our local AT&T store at the Clackamas Promenade a week after the iPhone’s release. The salesman told me that they didn’t have any iPhones in stock, but they would be happy to order me one, if I would like. The salesman seemed kind, knowledgeable, courteous, and more than willing to sell me an iPhone. The sales staff at this store have been great in the past too. Whether they will actually have an iPhone on display might be another story.
I’m very disappointed if it’s true that AT&T would screw their sales staff out of commissions for selling iPhones. Apple needs to look into this to see if this is true and give AT&T hell for it because this obviously effects sales of the iPhone.
When compared to the Apple Store, AT&T employees just are not as knowledgeable or motivated to sell the iPhone. It is up to AT&T to make sure their staff is customer friendly, knowledgeable, and motivated, whatever that entails.
one issue that seems to not be mentioned is that apple does not allow for the sealed phones to be opened in stores. so if a store does not have a display model, then they CANT show more than a sealed box to a customer.
Wow, i thought this was really random until i read this. the ATT store in dallas on oaklawn is doing the same thing… the iphone display is there, but no iphones! i asked what happened to them, and they said there was some agreement with apple that prevented them from displaying it anymore… i already have an iphone, but thought it was insane that this is how it is. WTF is going on?!
I got an idea, take your laptop along with you when you go to an AT&T store. If they treat you crappy about buying an iPhone then just pull open your laptop in front of them and order your iPhone from Apple. Thank them, and walk out.
Random CoolZip said
“If this is true – that AT&T employees aren’t marketing the iPhone on an equal footing with other products – might this not violate the exclusive agreement between Apple and AT&T and let Apple out early due to breach of contract by AT&T? I wish I were privy to the wording of their agreement…”
Thats all well and fine for Apple, but if it were to happen, what about all us users who are trapped in a 2 year prison/hell sentence? If Apple can get out of the contract, will they bail us out with them?
Mac Realist,
Man, you must be really bored. Nothing else to do but troll? Maybe you should try a job…
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No matter what sales industry one encounters, you will always find sales people that are not the nicest. Think of your automotive buying experiences… have those all been stellar? No? Maybe you have found a sales person or a dealership that has really great practices and that you don’t mind working with… still… buying a car is not something most look forward to. Its the same when we walk into a furniture store… electronic gizmo center… mobile solutions store. Granted, some companies are better than others when it comes to customer service. But when you are working with a commissioned base environment, you are going to get people who only care about their bottom line… it would be the same if the shoe was on the other foot. Reps were promised big commissions with the launch of the iPhone, this was not the reality… so they became disgruntled. In wireless retail, the largest part of ones paycheck comes from commission. If a sales rep knows that one device will generate a positive cash flow while another will do little for them, it is human nature to demonstrate the devices that will generate revenue. That doesn’t excuse rudeness or employees lack of motivation to show the iPhone. In wireless, as in any industry, they are still service people who should be there to meet the needs of the customer. I think those needs would be best met by doing away with commission in the sales environment. Apple does not pay its employees commission and they are all very happy to assist and demonstrate products. My local At&t store does have the iPhones on display and I have a couple of good friends who work in sales who haven’t made any noises about not wanting to sell the iPhone… but, my personal choice is to always go to the Apple store for Apple products. Is that the case for any true Mac fan?
Right now a lot of the postings regarding the AT&T employees and their motivation (or lack of) is speculative. Do any MacDailyNews readers/forum posters personally know folks employed at the AT&T corporate stores?
It would be interesting to find out what they’re being told (or not told) to do by their managers, regional store reps, etc. on up the chain to AT&T corporate. This could paint an interesting picture regarding two company cultures that likely have differing views on what it means to provide good customer service.
If there are any stories to be told, these folks could post anonymously without fear of getting caught. I’ve been at the receiving end of some bad behavior at one of their stores, and I’d like to know the root cause of it.
Right now a lot of the postings regarding the AT&T employees and their motivation (or lack of) is speculative. Do any MacDailyNews readers/forum posters personally know folks employed at the AT&T corporate stores?
It would be interesting to find out what they’re being told (or not told) to do by their managers, regional store reps, etc. on up the chain to AT&T corporate. This could paint an interesting picture regarding two company cultures that likely have differing views on what it means to provide good customer service.
If there are any stories to be told, these folks could post anonymously without fear of getting caught. I’ve been at the receiving end of some bad behavior at one of their stores, and I’d like to know the root cause of it.
Right now a lot of the postings regarding the AT&T employees and their motivation (or lack of) is speculative. Do any MacDailyNews readers/forum posters personally know folks employed at the AT&T corporate stores?
It would be interesting to find out what they’re being told (or not told) to do by their managers, regional store reps, etc. on up the chain to AT&T corporate. This could paint an interesting picture regarding two company cultures that likely have differing views on what it means to provide good customer service.
If there are any stories to be told, these folks could post anonymously without fear of getting caught. I’ve been at the receiving end of some bad behavior at one of their stores, and I’d like to know the root cause of it.
Right now a lot of the postings regarding the AT&T employees and their motivation (or lack of) is speculative. Do any MacDailyNews readers/forum posters personally know folks employed at the AT&T corporate stores?
It would be interesting to find out what they’re being told (or not told) to do by their managers, regional store reps, etc. on up the chain to AT&T corporate. This could paint an interesting picture regarding two company cultures that likely have differing views on what it means to provide good customer service.
If there are any stories to be told, these folks could post anonymously without fear of getting caught. I’ve been at the receiving end of some bad behavior at one of their stores, and I’d like to know the root cause of it.
I went to the Thousand Oaks, CA ATT store yesterday. There was a display for three iPhones… only one iPhone was available the other two were missing. Looks like ATT does not want you to see iPhones. People were waiting to get their turn to see the iPhone and they were not happy. The staff did not seem to care.
You know what everybody?! This is the problem with commission systems. I WORK at the Apple Store and have sold hundreds of iPhones. Do I get commissions? Hell NO. I don’t get ANYTHING but my hourly wage, which I find is awesome. I’m not pushed to sell anything, but what the customer wants. That’s my corporation’s ideology and it’s great. Just b/c AT&T’s snotty little workers wanna make extra cash should not translate to poor customer service with the iPhone. They should be glad Apple decided to work with them in the first place. This phone is something to marvel and they’re treating it like it’s the end of their salary. I hate these kinds of companies, they’re more obsessed with the sale than they are with the customer’s wants and needs. SO TO EVERYBODY OUT THERE!! IF YOU WANT A GREAT BUYING EXPERIENCE, GO TO YOUR LOCAL APPLE STORE! We know what we’re doing!
Hey Verizon was offered the deal with Apple first. They turned it down cold. Too bad for us and them. We’d have had a phone capable of much better bandwidth.
On a different note, I hope Google succeeds in cracking open wireless for consumers with their proposal to have an open standard on wireless communications – that will spur competition in the wireless arena and someday the iPhone and its competing technologies will be available to the rest of us….. for a reasonable price and choice.
well I went into my local apple store in the walt whitman mall in ny and they had like 15 units 10 standalone and 5 hooked to imacs sitting there no problem used one for like 45 minutes or so making absolute sure I wanted one and I loved it probably going in to buy one tomorrow I have no issues with the carrier phone and or any related issues…
Go to an Apple store or buy them online from Apple (free shipping).
You won’t have to deal with any of the scumbags from AT&T, Apple will make more money–vote with your wallet, I always say–and the experience will be fun and pleasant.
I really don’t understand why anyone would have to deal with AT&T unless they absolutely had to.
Sure, I am salty that I am locked into those dirt merchants with their criminal customer service, spying for Bush and the MPAA, etc., etc.
But minimize your interaction with those scumbags…
This doesn’t make much sense. I bought mine at an AT&T store, everyone was friendly and helpful. I went to another and was told they don’t carry it. Both were converted Cingular stores. I wonder how may AT&T stores are NOT carrying the iPhone…kinda foolish to ignore sales.
People should remember from the release info that ATT has TWO kinds of stores. The first kind, owned by the company (about 1,800) is selling the iPhone. The rest, all franchises, are NOT YET selling the iPhone.
That’s why some have it, and some don’t.
One ATT store near me sold them from the first day, and the other doesn’t have them at all.
At some later point, they will all be selling them. Most likely, the franchise stores are trying to move you away from the phone because they do want to make a sale, and as they don’t have the iPhone, they aren’t happy, and resent it.
Can you blame them?
When they get the phones, it will be different.
As for a few stores that do have the phone where they aren’t doing well by their customers, I would advise letting ATT know. They WON’T be happy.