Apple/AT&T/iPhone 4 ordeal
06-25-10, 04:33 AM
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Apple/AT&T/iPhone 4 ordeal
I had somehow convinced my self that I very badly wanted an iPhone 4. After stupidly standing in line for 15 hours at the Waikiki Apple Store, I was finally through the doors with the magical phone in hand.
Upon trying to activate my phone/plan, an error message appeared on the processing terminal. I was told that after standing in the hot sun and elements for 15 hours, I had to come back the next day to resolve the issue. At that point, I was pretty irritated and asked to see a manager. The manager then proceeded to imply that the problem was due to credit unworthiness and totally disregarded my dissatisfaction with the days events.
At that point, I was extremely insulted and told them to "Forget It" and walked out. I didn't quite understand how the manager deduced system error with being not credit worthy. Needless to say, Apple Corporation and the GM of Apple Waikiki will be receiving a very nasty letter.
So the question is, would you guys give a second chance or hold a grudge?
Upon trying to activate my phone/plan, an error message appeared on the processing terminal. I was told that after standing in the hot sun and elements for 15 hours, I had to come back the next day to resolve the issue. At that point, I was pretty irritated and asked to see a manager. The manager then proceeded to imply that the problem was due to credit unworthiness and totally disregarded my dissatisfaction with the days events.
At that point, I was extremely insulted and told them to "Forget It" and walked out. I didn't quite understand how the manager deduced system error with being not credit worthy. Needless to say, Apple Corporation and the GM of Apple Waikiki will be receiving a very nasty letter.
So the question is, would you guys give a second chance or hold a grudge?
Last edited by jt808; 06-25-10 at 11:06 AM.
06-25-10, 12:11 PM
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That sucks.
I've had my fair share of big corporations basically telling me that my inconveniences caused entirely by them were "not their problem". Of course they apologize, but hide behind their policies. Looking at it from their standpoint, though, you can see why they have their policies in place. If they made too many exceptions ("just for me"), then things can get very unorganized and chaotic quickly.
Small businesses will generally do more for their customers, particularly the ones that really appreciate you doing business with them. I stress the customers' experience more than anything with my people, because it is truly the one area of their experience that you have total control over. You can make them feel wanted and appreciated, or you can choose to make them feel like they are bothering you when they walk through your door. Sadly, customer service is a dying art.
Kind of why I try to support local small business as much as possible. Many of them truly appreciate your business.
I've had my fair share of big corporations basically telling me that my inconveniences caused entirely by them were "not their problem". Of course they apologize, but hide behind their policies. Looking at it from their standpoint, though, you can see why they have their policies in place. If they made too many exceptions ("just for me"), then things can get very unorganized and chaotic quickly.
Small businesses will generally do more for their customers, particularly the ones that really appreciate you doing business with them. I stress the customers' experience more than anything with my people, because it is truly the one area of their experience that you have total control over. You can make them feel wanted and appreciated, or you can choose to make them feel like they are bothering you when they walk through your door. Sadly, customer service is a dying art.
Kind of why I try to support local small business as much as possible. Many of them truly appreciate your business.
06-25-10, 03:21 PM
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I think this may be "selective" hearing coming into play. The correct expectation was already pre-established early during the day for the customers waiting to get a phone that wasnt picked up from reserve. Managers walked the line telling customers any sort of activation error wouldnt be able to be fixed because of AT&T support being down. We wanted to give customers a chance to get the phone that night rather than having to wait the next day. And i agree the situation does suck, I had to see several customers that ran into the same issue, but none were "upset" because they already knew this might happen.
Often people will here my displeasure with various apple policies, but i can honestly say we did the best we could for customers there yesterday. We stayed open a extra hour and a half, many of us have been there for 20 hours already, all to try and get more phones into the hands of people who wanted them. We could have simply closed our doors and sold them all the next day but people wanted them and we did our best to make them happy. No system is perfect, but i think after being given the right expectations of the events that may happen, there really is no reason to be "upset" at the store. Its not like you were told "if you wait you will get a phone for sure".
I mean what store gives u breakfast, drinks, ice pops etc as you wait inline for something? I never see bestbuy or any other retailer doing any thing similar to what we did yesterday.
Often people will here my displeasure with various apple policies, but i can honestly say we did the best we could for customers there yesterday. We stayed open a extra hour and a half, many of us have been there for 20 hours already, all to try and get more phones into the hands of people who wanted them. We could have simply closed our doors and sold them all the next day but people wanted them and we did our best to make them happy. No system is perfect, but i think after being given the right expectations of the events that may happen, there really is no reason to be "upset" at the store. Its not like you were told "if you wait you will get a phone for sure".
I mean what store gives u breakfast, drinks, ice pops etc as you wait inline for something? I never see bestbuy or any other retailer doing any thing similar to what we did yesterday.
06-25-10, 05:57 PM
#4
I'd give the iPhone 4 a second chance, but I'd wait a month or two until the hype dies down and until the bugs are worked out first. I also would NOT go back to the Apple store in Waikiki, but just get it from AT&T at a later date. The good thing about getting it at AT&T store is the sales guy/girl will to all the activating for you, so if there is any trouble, they handle it. Sucks about your day though, but after reading all the problems so far, I'm planning on waiting a while. Right now my 3GS with iOS4 is keeping me happy.
PS. After reading weespeds post, if the store told people activation errors would not be able to be handles that day ahead of time, than I don't think the store is at fault, but the manager should have explained that to you even if he did explain it to thousands (Just making a number up) of customers already.
PS. After reading weespeds post, if the store told people activation errors would not be able to be handles that day ahead of time, than I don't think the store is at fault, but the manager should have explained that to you even if he did explain it to thousands (Just making a number up) of customers already.
06-25-10, 07:57 PM
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I think this may be "selective" hearing coming into play. The correct expectation was already pre-established early during the day for the customers waiting to get a phone that wasnt picked up from reserve. Managers walked the line telling customers any sort of activation error wouldnt be able to be fixed because of AT&T support being down. We wanted to give customers a chance to get the phone that night rather than having to wait the next day. And i agree the situation does suck, I had to see several customers that ran into the same issue, but none were "upset" because they already knew this might happen.
Often people will here my displeasure with various apple policies, but i can honestly say we did the best we could for customers there yesterday. We stayed open a extra hour and a half, many of us have been there for 20 hours already, all to try and get more phones into the hands of people who wanted them. We could have simply closed our doors and sold them all the next day but people wanted them and we did our best to make them happy. No system is perfect, but i think after being given the right expectations of the events that may happen, there really is no reason to be "upset" at the store. Its not like you were told "if you wait you will get a phone for sure".
I mean what store gives u breakfast, drinks, ice pops etc as you wait inline for something? I never see bestbuy or any other retailer doing any thing similar to what we did yesterday.
Often people will here my displeasure with various apple policies, but i can honestly say we did the best we could for customers there yesterday. We stayed open a extra hour and a half, many of us have been there for 20 hours already, all to try and get more phones into the hands of people who wanted them. We could have simply closed our doors and sold them all the next day but people wanted them and we did our best to make them happy. No system is perfect, but i think after being given the right expectations of the events that may happen, there really is no reason to be "upset" at the store. Its not like you were told "if you wait you will get a phone for sure".
I mean what store gives u breakfast, drinks, ice pops etc as you wait inline for something? I never see bestbuy or any other retailer doing any thing similar to what we did yesterday.
You are mistaken George...selective hearing assumes that I heard the information and somehow disregarded it. Granted, there were a lot of people initially and the managers probably didn't have a chance to get to my group. Now if my friend or myself had heard the explanation of the activation error, I would not be ranting and raving. I'm disappointed that someone in the customer service industry can be so arrogant and imply selective hearing was the culprit.
Everything that happened would have been easier to stomach had I left it at that. However, upon learning that the probable cause of the ordeal was due the sales rep mistakenly mixing up the information from my friends phone(which had already been activated) and trying to double activate the same number under my plan, I feel that the blame was solely on Apple or more specifically, it's employee.
In the end, all customers look at the bottom line. What I experienced yesterday were excuses made for improperly diagnosed errors on the employees part. Upon calling the store manager today, I received a clear concise explanation and a resolution to my dissatisfaction which in turn salvaged a customer.
Last edited by jt808; 06-26-10 at 12:28 AM.
06-25-10, 08:28 PM
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I'd give the iPhone 4 a second chance, but I'd wait a month or two until the hype dies down and until the bugs are worked out first. I also would NOT go back to the Apple store in Waikiki, but just get it from AT&T at a later date. The good thing about getting it at AT&T store is the sales guy/girl will to all the activating for you, so if there is any trouble, they handle it. Sucks about your day though, but after reading all the problems so far, I'm planning on waiting a while. Right now my 3GS with iOS4 is keeping me happy.
PS. After reading weespeds post, if the store told people activation errors would not be able to be handles that day ahead of time, than I don't think the store is at fault, but the manager should have explained that to you even if he did explain it to thousands (Just making a number up) of customers already.
PS. After reading weespeds post, if the store told people activation errors would not be able to be handles that day ahead of time, than I don't think the store is at fault, but the manager should have explained that to you even if he did explain it to thousands (Just making a number up) of customers already.
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06-26-10, 10:14 AM
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I am not an Apple basher (owned Apples for the past 20 years) but Apple is starting to be overly controlling. They are turning into the MicroSoft of the old days, squashing the little guys.
Anyway, why the iPhone? (This is more of an ATT issue than an Apple issue) I have a iPhone but I am waiting for my contract to expire to get the HTC Evo from Sprint. The Sprint 4G network is blazing fast compared to ATT 3G. Sprint doesn't degrade video quality from youtube, hulu, etc. The last thing is Adobe Flash works with the droid vs Apple vow never to use Flash on their handhelds.
Other than the cool factor of an Iphone/ATT, what do they have over the HTC EVO/Sprint?
Anyway, why the iPhone? (This is more of an ATT issue than an Apple issue) I have a iPhone but I am waiting for my contract to expire to get the HTC Evo from Sprint. The Sprint 4G network is blazing fast compared to ATT 3G. Sprint doesn't degrade video quality from youtube, hulu, etc. The last thing is Adobe Flash works with the droid vs Apple vow never to use Flash on their handhelds.
Other than the cool factor of an Iphone/ATT, what do they have over the HTC EVO/Sprint?
06-26-10, 11:54 PM
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if you do read the official apple statement on flash, it makes a lot of sense in terms of "open source" and not. If you go on to watch the D8 with steve jobs, the way he explains it makes sense too. I believe he said that the products we make are "packages" and every company makes different "packages". No product will ever have "everything", and its up to the consumer to decide if they like it or not. If they do they will buy it, if they dont they wont buy it.
This being said, i wish i had flash on mine also, i complained about this a lot for products such as iPad's, hence why i wont buy one of those. But if you go back to it, the way apple products are controlled its the reason it works so well. When something is designed to work one way, and one way only the way the UI and every thing else flows is a lot more stream line. This maybe good or bad, but the majority of the masses like this "simple" product. For those wanting more control, android is right there waiting.
On a side note, HTC EVO is pretty awesome, if the battery was a better i would have really been tempted to get that.
This being said, i wish i had flash on mine also, i complained about this a lot for products such as iPad's, hence why i wont buy one of those. But if you go back to it, the way apple products are controlled its the reason it works so well. When something is designed to work one way, and one way only the way the UI and every thing else flows is a lot more stream line. This maybe good or bad, but the majority of the masses like this "simple" product. For those wanting more control, android is right there waiting.
On a side note, HTC EVO is pretty awesome, if the battery was a better i would have really been tempted to get that.
06-27-10, 05:04 PM
#10
PS. After reading weespeds post, if the store told people activation errors would not be able to be handles that day ahead of time, than I don't think the store is at fault, but the manager should have explained that to you even if he did explain it to thousands (Just making a number up) of customers already.
I don't think this thread has anything to do with big box retailers vs local retailers. Whether you buy an iPhone from a local dealer or big box retailer, you're still buying the from Apple, a large public corporation and activating it through AT&T, another large corporation.
Just my $.02
06-28-10, 12:10 AM
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I check out the iphone 4 today and its something that i want to replace my 3gs. Maybe weesped can give me a discount, lol. That's why I didn't want to stand in line for anything on launch day. I will just wait till everything cools down and get me one.
. they made us employee's stand inline too to get our reserves.
06-28-10, 04:55 PM
#13
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ME ME i'm a apple hater 
the iPhale is a good fone, hell its a great fone for the average mainstream user... more than you'd ever need~ but... in reality... it sux~ no upgrade path, cant buy a 8gig fone hoping to upgrade to 16gig or 32gig flash card... ppl carrying around their chargers cuz their battery is failing and cant go buy just another battery... app store has A GAZZILLON apps, most of which are lame and that GAZZILLON number is really just a marketing tool~ 'we have more than you'... *i can go on*
see this NWS language: http://www.youtube.com/watch?v=FL7yD-0pqZg
OHHH yeah what about that tracking, allowing your fone to be tracked for marketing purposes/to be sold to spamers under the name 'location services', if you dont allow tracking the app store is closed to you??? if thats not some microsoft thuggery right there~
*from the privacy statement*
To provide location-based services on Apple products, Apple and our partners and licensees may collect, use, and share precise location data, including the real-time geographic location of your Apple computer or device. This location data is collected anonymously in a form that does not personally identify you and is used by Apple and our partners and licensees to provide and improve location-based products and services. For example, we may share geographic location with application providers when you opt in to their location services.
^^just wth is that? George can twist that anyway he wants its still apple collecting fees from 'application providers' who will sell that info to spammers, NOT TO MENTION the whole 'big brother is watching' bs~
Steve-o-wulf
I. Invasion of the viruses
Synopsis:
The elder kingdom of Microsoft is under assault by legions of strange virus and worm creatures. Fortunately a young hero, Steve Jobs comes a long with his magical distortion field and block on DailyTech's RSS feed that not only protects it from all known viruses, but even protects him from the very knowledge that they exist....
II. Grendel the **** demon
Synopsis:
In this chapter Jobs discovers that it is a foul beast called pornography that is murdering peoples' productivity and morality. Determined to free the world from this creature, he bans it from its lair --the App store -- and ever trusting, the good king leaves the browser wide open, as he knows his loyal customers would never betray his trust and allow pornography back.
III. HTC Android, child of pornography
Synopsis:
Steve discovers that the child of pornography HTC, or "**** phone" as he calls it, still is lurking about. And worse yet it's becoming way bigger than his warrior iPhone. Fortunately Jobs has an epic weapon -- patent litigation. By using his ownership of innovative ideas like moving your finger across the screen, Jobs defeats the monster and makes sure it can never be imported into his kingdom again.
IV. The Flash monster
Synopsis:
Weary, an aging Jobs fights a lengthy battle against Flash. Even as the beast hurls antitrust investigations against him, Jobs manages to lock his platform for the good of its users.
V. Overheating dilemma
Synopsis:
After just being burned by Flash. Jobs is alarmed to discover that many of his tightly packed metal-encased devices are overheating. He is determined to put a rest to this. He comes up with a wonderful solution. He proclaims to customers that they shall not use their devices outdoors in summer weather. His loyal followers obey and safe in their cool new locations defeat this new threat.
VI. Tracking the subjects
Synopsis:
Alarmed that he might not be able to enrich his subject's lives with optimal iAds Jobs develops a grand scheme to track them at all times. As his ever loyal subjects/minions are eternally grateful to him for banishing Flash, Pornography, and Android, they comply, knowing that he would never abuse their trust.
VII. Foxconn suicides
Synopsis:
The struggle never ends. Jobs discovers that some of his subjects have killed themselves or died of exhaustion after producing his weapons (iPads and iPhones). Fortunately his ally Foxconn has come up with a grand solution -- replace employees with robots and recruit cheaper employees from Vietnam. Jobs shows his compassion, relating the suicides to those that struck his affluent hometown of Palo Alto.
the iPhale is a good fone, hell its a great fone for the average mainstream user... more than you'd ever need~ but... in reality... it sux~ no upgrade path, cant buy a 8gig fone hoping to upgrade to 16gig or 32gig flash card... ppl carrying around their chargers cuz their battery is failing and cant go buy just another battery... app store has A GAZZILLON apps, most of which are lame and that GAZZILLON number is really just a marketing tool~ 'we have more than you'... *i can go on*
see this NWS language: http://www.youtube.com/watch?v=FL7yD-0pqZg
OHHH yeah what about that tracking, allowing your fone to be tracked for marketing purposes/to be sold to spamers under the name 'location services', if you dont allow tracking the app store is closed to you??? if thats not some microsoft thuggery right there~
*from the privacy statement*
To provide location-based services on Apple products, Apple and our partners and licensees may collect, use, and share precise location data, including the real-time geographic location of your Apple computer or device. This location data is collected anonymously in a form that does not personally identify you and is used by Apple and our partners and licensees to provide and improve location-based products and services. For example, we may share geographic location with application providers when you opt in to their location services.
^^just wth is that? George can twist that anyway he wants its still apple collecting fees from 'application providers' who will sell that info to spammers, NOT TO MENTION the whole 'big brother is watching' bs~
Steve-o-wulf
I. Invasion of the viruses
Synopsis:
The elder kingdom of Microsoft is under assault by legions of strange virus and worm creatures. Fortunately a young hero, Steve Jobs comes a long with his magical distortion field and block on DailyTech's RSS feed that not only protects it from all known viruses, but even protects him from the very knowledge that they exist....
II. Grendel the **** demon
Synopsis:
In this chapter Jobs discovers that it is a foul beast called pornography that is murdering peoples' productivity and morality. Determined to free the world from this creature, he bans it from its lair --the App store -- and ever trusting, the good king leaves the browser wide open, as he knows his loyal customers would never betray his trust and allow pornography back.
III. HTC Android, child of pornography
Synopsis:
Steve discovers that the child of pornography HTC, or "**** phone" as he calls it, still is lurking about. And worse yet it's becoming way bigger than his warrior iPhone. Fortunately Jobs has an epic weapon -- patent litigation. By using his ownership of innovative ideas like moving your finger across the screen, Jobs defeats the monster and makes sure it can never be imported into his kingdom again.
IV. The Flash monster
Synopsis:
Weary, an aging Jobs fights a lengthy battle against Flash. Even as the beast hurls antitrust investigations against him, Jobs manages to lock his platform for the good of its users.
V. Overheating dilemma
Synopsis:
After just being burned by Flash. Jobs is alarmed to discover that many of his tightly packed metal-encased devices are overheating. He is determined to put a rest to this. He comes up with a wonderful solution. He proclaims to customers that they shall not use their devices outdoors in summer weather. His loyal followers obey and safe in their cool new locations defeat this new threat.
VI. Tracking the subjects
Synopsis:
Alarmed that he might not be able to enrich his subject's lives with optimal iAds Jobs develops a grand scheme to track them at all times. As his ever loyal subjects/minions are eternally grateful to him for banishing Flash, Pornography, and Android, they comply, knowing that he would never abuse their trust.
VII. Foxconn suicides
Synopsis:
The struggle never ends. Jobs discovers that some of his subjects have killed themselves or died of exhaustion after producing his weapons (iPads and iPhones). Fortunately his ally Foxconn has come up with a grand solution -- replace employees with robots and recruit cheaper employees from Vietnam. Jobs shows his compassion, relating the suicides to those that struck his affluent hometown of Palo Alto.
Last edited by llamaboiz; 06-28-10 at 05:04 PM.
06-28-10, 06:20 PM
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http://www.youtube.com/watch?v=R7yfV6RzE30
is google much better?
I think all of those issues you mention are the same as the ones other companies face. The only difference is because its "Apple" every one goes crazy about it. for example foxconn, they make stuff for other companys such as dell but they only focus on "apple". Every factory in china is the same or worst than the one used at foxconn. In fact foxconn employee's get paid more than most workers in china, in addition apple has started to hire 3rd party agents to insure the welfare of foxconn employee's. Can this be said about other major american companies?
on a side note, "499" is a early upgrade price, meaning you still extend your contract. The full price is $599,699 depending on the model. and yes those will be commitment free
is google much better?
I think all of those issues you mention are the same as the ones other companies face. The only difference is because its "Apple" every one goes crazy about it. for example foxconn, they make stuff for other companys such as dell but they only focus on "apple". Every factory in china is the same or worst than the one used at foxconn. In fact foxconn employee's get paid more than most workers in china, in addition apple has started to hire 3rd party agents to insure the welfare of foxconn employee's. Can this be said about other major american companies?
on a side note, "499" is a early upgrade price, meaning you still extend your contract. The full price is $599,699 depending on the model. and yes those will be commitment free