03-13-2014 08:47 AM
64 123
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  1. Premium1's Avatar
    This isn't anything new. The stores in my area push the iPhones hard, its hilarious to see them guide people to a completely different phone when they come in asking for a phone, yet the salesperson wants to push another device.
    02-16-2014 03:17 PM
  2. Premium1's Avatar
    Customer service in most US stores sucks regardless of industry. But what is going on with Windows Phone is astonishing. For YEARS when you walked into at&t all you saw was big iphone banners and a bunch of iphones at the front of the store. The Windows Phone stuff was in a dingy corner in the back. They finally did quite a bit to rectify that situation and moved the Windows Phones up closer to the entrance. But the absolutely cluelessness of the staff coupled with the bias is astonishing.

    My parents went in to at&t to get their first smartphones ever. They were immediately steered towards Andriod. It's a joke. I had to make them return their phones and get 1520s. MSFT is losing all kinds of sales for no good reason.
    If they had no problems why return them? You *Making* them return them seems like *YOU* were the one pushing said device when they were content with the device they purchased. Essentially you are no better than said salesperson.
    Markham Ranja and etad putta like this.
    02-16-2014 03:18 PM
  3. Acenth's Avatar
    Went to my local Verizon store today to get more information - The sales rep said 4 or 5 people had already come in asking about the Lumia Icon. Confirmed you can't pre-order (Even in store), they'll have units in stock on the 20th. They said the didn't have any units yet.

    She also didn't think they'd have any discounts for accessories like wireless chargers (Like AT&T had).
    02-16-2014 04:14 PM
  4. california86's Avatar
    Went to a store today; reps said they didn't sell WPs at that location. They asked me why I wanted a WP while staring at me like I had a third eye.

    What kind of commission do these guys make on pushing iPhones and Androids? They seem very averse to selling WPs.
    02-16-2014 05:04 PM
  5. Citizen X's Avatar
    Maybe they would have been just fine with the phones the sales rep sold them?
    They weren't.

    I assume you paid their restocking fee?
    Please stop lying. There was no restocking fee.

    Oddly enough we older folk can make decisions on our own.
    What's this "we" business? You think you know my parents better than I do? Just because someone's numerical age is in the neighborhood of yours doesn't mean they have the same strengths and interests. My parents are very well educated intelligent people who I get advice from on a whole host of scientific matters, but computer technology just isn't their strong suit. The computer stuff is my domain. I am hands on about it because if anything screws up the at&t salespeople will be worthless as far as helping them and I am the one that will field the panicked tech support calls. I hope that arraignment doesn't offend you.

    If they had no problems why return them?
    What makes you think they had no problems?

    You *Making* them return them seems like *YOU* were the one pushing said device when they were content with the device they purchased.
    What is wrong with you people?


    Essentially you are no better than said salesperson.
    WTF?!

    Listen I got them Windows Phones that they absolutely love. I set everything up for them. Email accounts, nice large live tiles, etc. I made detailed instructions for them in case they got into trouble. Oh, and I got a couple of sweet tablets for them through various Microsoft and Nokia deals. For Pops I got the 2520 bundle with the free keyboard and $200 off. I stood in line and got my mom the $99 Dell Venue 8 Pro. I got memory cards for everything.

    My parent's are stoked. They saved hundreds of dollars and got better hardware than the Andriod crap at&t were pushing on them. And they love the live tiles. The Windows Phone interface is so simple and straight forward they find their way around very easily. They text, email, check Whatsapp, check the weather, etc. It's just so easy for them to do.

    Look fellas my folks don't hang out on XDA looking for ROMs to flash. They use a phone to communicate easily, and Windows Phone excels at that. No lags. No freezes. No rebooting.
    02-16-2014 05:08 PM
  6. freestaterocker's Avatar
    I visualized this whole thing in a Comic strip out of the newspaper. lol. I don't know why.
    I totally did the same thing! Lol
    02-16-2014 05:49 PM
  7. ret18057's Avatar
    FWIW, I stopped by a local store and asked if they had Icon dummy units (I wanted to see the size vs an S4 and a Note 3). The first guy stared at me like I had a nipple on my forehead, but another one came up, knew exactly what I was talking about, brought out two demo units (white and black), and said they had some in the back they could start selling Thursday.

    I am going to make the jump from an S4, and the spouse just bought a Note 3 after an ATT 1520 failed due to coverage. The size was right between the S4 and N3, and it looked and felt good. Glance support asides (ugh, see that mess of a thread), I am hopeful to make the leap, and I think she is going to as well (she liked the OS, just not the coverage).

    Thanks
    Astropin likes this.
    02-16-2014 08:38 PM
  8. etad putta's Avatar
    I tried to find similar stories of people being steered in the wrong direction on our sister forums (imore and android central). It would seem they are a little less insecure with their purchases.
    02-16-2014 08:50 PM
  9. lcw731's Avatar
    You realize your coverage isn't determined by your OS right? As a matter of fact the two aren't related at all. You weren't swayed by the sales rep because you didn't know what you wanted in the first place. The point of this thread as far as I can tell is when people know what what they want and sales reps will go out of their way to direct them into and iPhone is google spybot phone.

    Sent from my RM-820_nam_att_100 using Tapatalk
    aximtreo likes this.
    02-17-2014 07:23 AM
  10. Mister_Burris's Avatar
    Fortunately we have a Microsoft store in Indy but when I went in to the store, the employees weren't going to be trained on it until the next day so I knew just as much as they did about it. The employee ended up going to the back and letting me look her training pamphlet of what they need to know and should be able to communicate to customers. There was some good information in there especially for me since i am switching from the iPhone 5 and don't have any previous WP experience although I do have a Surface RT so I do understand the interface.
    JBConforti likes this.
    02-17-2014 08:06 AM
  11. Usman Mubashir's Avatar
    So my friend had to buy a new phone, but unfortunately he could not even afford a Lumia 520. We found a Lumia 800 for an impressive $140 (the device had a sensor problem) Now my friend got busy in the looks of the phone and,
    SP: you know you could get an awesome Android for the same price.
    ME: Yes but we don't want an Android.
    SP: This one has 1 Gig of Ram and a dual core.
    ME: This one lags.
    SP: Have you tried this? It has no complains.
    ME: No, but it runs Android.
    SP You know Windows Phone is not gonna survive.
    ME: You know, Android is fast becoming the Symbian of today. And it was guys like you who said no one can answer to Nokia when I told you about Android.


    My friend rocks a matte black Lumia 800 now, its super fast and oh so gorgeous. Only he has to press the whole screen down to disconnect a coll :p
    02-17-2014 08:30 AM
  12. Citizen X's Avatar
    I tried to find similar stories of people being steered in the wrong direction on our sister forums (imore and android central). It would seem they are a little less insecure with their purchases.
    That is a very bizarre comment. Why would posters on those forums have any complaints? When they walk into at&t there is always a pretty good chance they will have someone who will be available to tell them about a phone they like. Strange choice to insult people on this forum vs hanging out with iphone and andriod users you admire.

    No one in this thread cares what phone some stranger likes or uses. If someone makes an informed decision and is happy with an iphone or Andriod phone good for them. What we take issue with is a lot of consumers can't even make an informed decision because the staff at these stores never tell them about Windows Phone or even worse actively steer them away from Windows Phone apparently 100% of the time. Trust me my friend if at&t was steering people that inquire about iphones towards Andriod or Windows Phone 100% of the time the internet would explode with people being "insecure" as you put it.

    Tons of ink is spilled on why Windows Phone hasn't done as well as it should. On this very forum there are tons of people saying it would be so much more successful if the 1520 had Qi built in. It would be so much more successful if the 32 GB 1520 was available at launch. For heaven sake when the 32 GB variant was finally made available the new complaint was the phone had a nano sim! Well the iphone doesn't have Qi. It has a nano SIM. Most of the iphones you see around are less than 32 GB. So what's the difference? Well one huge difference is the iphone is pushed to everyone that walks in the door at at&t and people are actively discouraged from getting Windows Phone.

    I was accused of being an at&t shill when I shrugged off the gimping of the 1520. But I simply can't buy into the thesis that the1520 isn't going to be one of the top selling phones because it lacks Qi or a red 32 GB variant. Yes those features do matter to some people but people like my parents don't care about any of that. What made the difference for them is a complete lack of Windows Phone sales effort by retail sales people. Luckily they had me around to get them up to speed on Windows Phone.
    ronty likes this.
    02-17-2014 09:03 AM
  13. dkediger's Avatar
    Why would posters on those forums have any complaints? When they walk into at&t there is always a pretty good chance they will have someone who will be available to tell them about a phone they like.
    Customer validation/empathizing is a rudimentary sales tool. The real question is why it seems less prevalent when WP is involved. Product knowledge/experience? Incentivization? Peer pressure?
    02-17-2014 10:08 AM
  14. Markham Ranja's Avatar
    Customer validation/empathizing is a rudimentary sales tool. The real question is why it seems less prevalent when WP is involved. Product knowledge/experience? Incentivization? Peer pressure?
    From anecdotal evidence, return rates. A lot of people, in my experience, buy a WP8 handset because a) it looks cool and/or b) it's a Nokia. The latter is especially true in developing markets.

    Then they find that [INSERT APP HERE] is not available and return the device. Or it can't do something essential, like manage email attachments properly or work with certain types of Wifi networks. Eight people on my Facebook friends list were waiting for the Moto G to launch in India so they could get rid of their WP handsets and they have done so recently. If the retailer or whatever channel you postulate, sees high return rates for a certain product, it is beneficial for them to push other products which do not have such a high return rate. Statistics.
    02-17-2014 10:19 AM
  15. california86's Avatar
    Customer validation/empathizing is a rudimentary sales tool. The real question is why it seems less prevalent when WP is involved. Product knowledge/experience? Incentivization? Peer pressure?
    I spoke with VZ Customer Service on the phone with a woman who was quite helpful (surprisingly good customer service), and among other things, I asked her if there's any incentive for the sales people at the stores to push iPhone/Android and why they look at me like I have a third eye when asking about WPs. She stated there's no greater incentive in selling iPhones/Androids over Windows Phones other than they just sell more iPhones/Androids so they may be more in their comfort zones selling iPhones/Androids.
    02-17-2014 10:31 AM
  16. dkediger's Avatar
    From anecdotal evidence, return rates. A lot of people, in my experience, buy a WP8 handset because a) it looks cool and/or b) it's a Nokia. The latter is especially true in developing markets.

    Then they find that [INSERT APP HERE] is not available and return the device. Or it can't do something essential, like manage email attachments properly or work with certain types of Wifi networks. Eight people on my Facebook friends list were waiting for the Moto G to launch in India so they could get rid of their WP handsets and they have done so recently. If the retailer or whatever channel you postulate, sees high return rates for a certain product, it is beneficial for them to push other products which do not have such a high return rate. Statistics.
    That's a combination of incentivization and product experience, then. As opposed to a return/exchange for a hardware issue (I left that out of my list previously). Its a valid reason/concern. Just trying to fill out the point of sale experience problem.
    02-17-2014 10:37 AM
  17. dkediger's Avatar
    I spoke with VZ Customer Service on the phone with a woman who was quite helpful (surprisingly good customer service), and among other things, I asked her if there's any incentive for the sales people at the stores to push iPhone/Android and why they look at me like I have a third eye when asking about WPs. She stated there's no greater incentive in selling iPhones/Androids over Windows Phones other than they just sell more iPhones/Androids so they may be more in their comfort zones selling iPhones/Androids.
    Admitting that I don't know for sure, but I would be surprised if there's not a sales incentive to hit a total unit count per month with some type of adjustment for returns other than a hardware issue. Perhaps not a specific incentive to sell "X" versus "Y". I would imagine there could also be OEM direct to salesperson spiffs. In my industry (automotive), this is a benefit that occurs directly between the sales person and the OEM, and the dealer never gets involved.
    02-17-2014 10:47 AM
  18. Markham Ranja's Avatar
    Customer validation/empathizing is a rudimentary sales tool. The real question is why it seems less prevalent when WP is involved. Product knowledge/experience? Incentivization? Peer pressure?
    I see the same phenomenon people describe here at Best Buy. I was in the Sunnyvale, CA, store about 10 days ago and there were absolutely no WPs in sight except for a few T-Mobile 521s tucked away behind some GS4 cases. The shop staff there had a similar apathetic attitude towards WP when asked. Now, Best Buy has repeatedly stated that their staff are not paid a sales commission at all, so I believe incentivisation is not a problem.
    02-17-2014 01:23 PM
  19. JBConforti's Avatar
    I see the same phenomenon people describe here at Best Buy. I was in the Sunnyvale, CA, store about 10 days ago and there were absolutely no WPs in sight except for a few T-Mobile 521s tucked away behind some GS4 cases. The shop staff there had a similar apathetic attitude towards WP when asked. Now, Best Buy has repeatedly stated that their staff are not paid a sales commission at all, so I believe incentivisation is not a problem.
    I think because they are not payed incentives why would they work harder to sell a different phone. Iphones and androids are easy sales, if I'm not getting anything extra out of it, why would I take time to learn and push a third place ecosystem.
    02-17-2014 01:26 PM
  20. Morpheus Phreak's Avatar
    I spoke with VZ Customer Service on the phone with a woman who was quite helpful (surprisingly good customer service), and among other things, I asked her if there's any incentive for the sales people at the stores to push iPhone/Android and why they look at me like I have a third eye when asking about WPs. She stated there's no greater incentive in selling iPhones/Androids over Windows Phones other than they just sell more iPhones/Androids so they may be more in their comfort zones selling iPhones/Androids.
    When I worked for Verizon CS generally the CS reps had no idea about the store rep incentives and vice versa.
    02-17-2014 01:50 PM
  21. etad putta's Avatar
    That is a very bizarre comment. Why would posters on those forums have any complaints? When they walk into at&t there is always a pretty good chance they will have someone who will be available to tell them about a phone they like. Strange choice to insult people on this forum vs hanging out with iphone and andriod users you admire.

    No one in this thread cares what phone some stranger likes or uses. If someone makes an informed decision and is happy with an iphone or Andriod phone good for them. What we take issue with is a lot of consumers can't even make an informed decision because the staff at these stores never tell them about Windows Phone or even worse actively steer them away from Windows Phone apparently 100% of the time. Trust me my friend if at&t was steering people that inquire about iphones towards Andriod or Windows Phone 100% of the time the internet would explode with people being "insecure" as you put it.

    Tons of ink is spilled on why Windows Phone hasn't done as well as it should. On this very forum there are tons of people saying it would be so much more successful if the 1520 had Qi built in. It would be so much more successful if the 32 GB 1520 was available at launch. For heaven sake when the 32 GB variant was finally made available the new complaint was the phone had a nano sim! Well the iphone doesn't have Qi. It has a nano SIM. Most of the iphones you see around are less than 32 GB. So what's the difference? Well one huge difference is the iphone is pushed to everyone that walks in the door at at&t and people are actively discouraged from getting Windows Phone.

    I was accused of being an at&t shill when I shrugged off the gimping of the 1520. But I simply can't buy into the thesis that the1520 isn't going to be one of the top selling phones because it lacks Qi or a red 32 GB variant. Yes those features do matter to some people but people like my parents don't care about any of that. What made the difference for them is a complete lack of Windows Phone sales effort by retail sales people. Luckily they had me around to get them up to speed on Windows Phone.
    We windows phone users like our phones, but currently 4% of the US market is made up of windows phones. What would you ask your sales force to focus on? The devices that 96% of the people use or the niche phone? The future of WM is murky at best with the android app news and the new MS boss seems pretty weak.....Where will Satya Nadella take Windows Phone? - Computer Business Review
    JBConforti likes this.
    02-18-2014 07:27 AM
  22. Citizen X's Avatar
    We windows phone users like our phones, but currently 4% of the US market is made up of windows phones. What would you ask your sales force to focus on?
    I would have them focus on this...

    O2 wants to end the "duopoly" of Android and iOS - and it's prepared to back Windows Phone to do it.

    O2's parent company Telefonica has announced it will attempt to increase the visibility of Microsoft's Windows Phone 8 software in its stores.

    The "enhanced marketing effort" will be launched for 12 months in the UK, as well as Germany, Spain, Mexico, Brazil and Chile.

    Telefonica said that it wants to "encourage the presence of additional mobile operating platforms as an alternative to the current duopoly of Android and iOS".
    O2 Signs Deal To Push Windows Phone And Break iOS-Android 'Duopoly'

    Econ 101 question. Is it better to have two suppliers or three?
    02-18-2014 08:56 AM
  23. california86's Avatar
    Econ 101 question. Is it better to have two suppliers or three?
    It depends. Am I one of the two, or the third? :P
    02-18-2014 09:26 AM
  24. Citizen X's Avatar
    Econ 101 question. Is it better to have two suppliers or three?
    It depends. Am I one of the two, or the third? :P
    ???

    Carriers in the US do not make their own phones. They are not the suppliers in the relationship being discussed.
    02-18-2014 10:02 AM
  25. california86's Avatar
    ???

    Carriers in the US do not make their own phones. They are not the suppliers in the relationship being discussed.
    It was a joke. Lighten up.
    02-18-2014 10:09 AM
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