vB Easy Archive - Is your store activating iphones?

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Is your store activating iphones?
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Posted by: E-Tech

Can an Corporate ATT Store activate an iphone?

Posted by: ivwshane

Yes if they purchased from us and the customer really has no clue on how to do it themselves.

Posted by: classylady78

Our corporate store will not activate the iphone. I am pretty sure it is still against policy.

Posted by: Westone

We are not allowed to activate iPhones in the store, I work in a corperate store as well.

Posted by: cingman66

We get plenty of customers who tell us that the COR store they went into activated the iPhone for them. So I guess company policy is merely a 'suggestion' rather than a rule.

I had a guy today ask me if I had any information or brochures, etc., on the iPhone. I told him (literally) I couldn't care less about that phone. He was stunned that I was frank about it, then walked out puzzled after I directed him to an Apple store because I had no idea which AT&T stores carried it and I didn't want him to have to drive all over town looking for one that did.

btw, I actually DO know which stores have them...in case you were wondering.

Posted by: smg1976

The main reason activating the iPhone in-store would be helpful is for customers porting from other companies.

EVERY single time they do it themselves, they create a second account (if they don't all get iPhones on a FT plan). Even though I set up the phone they buy in store as the primary, and put them on a FT plan, it STILL opens a second account.

And worse yet, I've seen the screen in iTunes where after they put in their number they want to port, it says it's not possible, yet I just checked it in OPUS, and it was eligible to port.

I realize we all at COR got an email recently about creating false churn when using a dummy IMEI to port the number in. But which is more important-a happy customer who just has a plug-and-play experience at home, or someone who is on the phone with customer service for a long time getting everything sorted out?

How is it wrong for AT&T to activate iPhones in-store, but not for Apple in their stores?

What if we brought in a laptop, signed onto Retail Wifi, and activated them on a personal computer? I know they watch everything that happens on the company computers, so this might be a work-around.

At the end of the day, I'm not going to try to break any rules or suggestions by the company-I just want my customers to be happy, and make the transition to the iPhone as painless as possible. Is there anything wrong with that?

Posted by: cingman66

Quote:

Originally Posted by smg1976

At the end of the day, I'm not going to try to break any rules or suggestions by the company-I just want my customers to be happy, and make the transition to the iPhone as painless as possible. Is there anything wrong with that?

The only thing wrong with that is that Agents were excluded from selling the iPhone. So our goal is to make the transition to the iPhone as PAIN-FUL as possible. No offense to you guys...just want to stick it up AT&T's @ss a little, that's all.

Posted by: ivwshane

Quote:

Originally Posted by smg1976

How is it wrong for AT&T to activate iPhones in-store, but not for Apple in their stores?

What if we brought in a laptop, signed onto Retail Wifi, and activated them on a personal computer? I know they watch everything that happens on the company computers, so this might be a work-around.

At the end of the day, I'm not going to try to break any rules or suggestions by the company-I just want my customers to be happy, and make the transition to the iPhone as painless as possible. Is there anything wrong with that?

It is against company rules to activate it in the store but we break it in certain instances and we activate them just as you mentioned.

I don't know how apple gets such a high approval rating when I see customers come in every day with iphone issues that we can't help them with. And it still amazes me that people pay the restocking fee in order to do an exchange for a defective phone!

I really wish apple would stay out of the policy business and just make the phone, they have some of the most asinine policies I've ever seen (and not just with the iphone).

Posted by: E-Tech

I was just wondering because a girl that I know went into a store and the idiot at the corporate store pulled the cable while the phone was still in the activation process and now the store wont exchange the phone.

Posted by: socosurf4

our store was activating refurbs only, but now we will do new ones if they customer asks.

We were only selling refurbs if they were activating in store... were market 38

Posted by: ivwshane

Quote:

Originally Posted by E-Tech

I was just wondering because a girl that I know went into a store and the idiot at the corporate store pulled the cable while the phone was still in the activation process and now the store wont exchange the phone.

Blame it on apple.

Posted by: classylady78

Quote:

Originally Posted by E-Tech

This is why we aren't supposed to activate them in the stores. If you unhook the phone while it is activating you have to go through the process again. I do not see why she would need to exchange the phone. I have had a lot of customers make that mistake, and it is easily fixed.

Since there is a restock fee if opened, we do not want a customer to say we messed up the activation and want to exchange the phone without the restock fee. (Which we cannot do!)

Posted by: BombaMyte

Quote:

Originally Posted by socosurf4

our store was activating refurbs only, but now we will do new ones if they customer asks.

We were only selling refurbs if they were activating in store... were market 38

I've activated iPhone's in-store (also in Market 38). I'd ask my manager if I could pull out my laptop to do it. Most of the time it's okay, esp. if someone's legitimately purchasing a number of iPhone's and you just know they'll screw something up.

Posted by: fivestarsss

I work for another carrier but I really enjoy reading all the carriers forums. From my perspective, it would suck as a sales rep to sell a phone and only have a shot in the dark at it being activated. And even more so to be an indirect and have to send your business elsewhere. Since the Iphone is sold at full retail (correct me if I am wrong) Couldn't you activate the customer on the correct plan and just give them any old free phone. Then tell them how to activate their iphone from home or where to purchase one and just use the mobile number already provided to them? Seems the customer would benefit by having a spare phone, or something to sell on ebay. You would obviously benefit from getting the sale, and the only loser with that is ATT who seems to be screwing you guys with it anyway. I know I am not the first person to think of that but can you guys enlighten me as to why it wouldn't work?

Posted by: Raw Tunes

At my location, we have NO free phones in the store. Also, that would be just wrong. AT&T gives my on time FAITHFULLY. How are they screwing? I don't understand. They always give me the money I deserve and then some. Doing something like that would just make the system even more screwed up. iPhone is the handset that is "a shot in the dark" and I have not had a single one come back yet. All of mine have been activated because you better believe I break down the whole process to my customers.

Posted by: cingman66

Quote:

Originally Posted by fivestarsss

I work for another carrier but I really enjoy reading all the carriers forums. From my perspective, it would suck as a sales rep to sell a phone and only have a shot in the dark at it being activated. And even more so to be an indirect and have to send your business elsewhere. Since the Iphone is sold at full retail (correct me if I am wrong) Couldn't you activate the customer on the correct plan and just give them any old free phone. Then tell them how to activate their iphone from home or where to purchase one and just use the mobile number already provided to them? Seems the customer would benefit by having a spare phone, or something to sell on ebay. You would obviously benefit from getting the sale, and the only loser with that is ATT who seems to be screwing you guys with it anyway. I know I am not the first person to think of that but can you guys enlighten me as to why it wouldn't work?

No, you're not the first person to think of this...all of us Agents thought of it well before the device even launched. Heck, we even did just that a few times. But AT&T got wise and refused to pay commission out on those "free phone" deals. We were "told" NOT to activate a free line only to have the customer go get an iPhone and "upgrade" later. I think it's all crap and if I owned a cell store, I would take advantage of that loophole whenever I had the chance.

Posted by: cingman66

Quote:

Originally Posted by Raw Tunes

At my location, we have NO free phones in the store. Also, that would be just wrong. AT&T gives my on time FAITHFULLY. How are they screwing? I don't understand. They always give me the money I deserve and then some. Doing something like that would just make the system even more screwed up. iPhone is the handset that is "a shot in the dark" and I have not had a single one come back yet. All of mine have been activated because you better believe I break down the whole process to my customers.

Not to sound crass, but you sound like a corporate drone who has had WAY too much AT&T kool-aid. If you can't see how AT&T is screwing you (and on a daily basis, I might add), then you need to take off the rose-colored glasses and get a clue. Sorry if that sounds harsh...I know you're probably a good person...I think you're just a little (maybe alot) naive.

Posted by: Raw Tunes

So, how is AT&T screwing me? I really want to know. I work. I get paid. How am I being screwed? And if you guys think you are being screwed then why are you still working for AT&T?

Posted by: dalynqwent

Recently in the WAS/BAL market, Apple stores in Clarendon, Pentagon City, and Tysons have been out of stock of them... To avoid depleting stock on customers buying as "gifts, unlocking, etc," we activate them in the store.

Posted by: cingman66

Quote:

Originally Posted by Raw Tunes

So, how is AT&T screwing me? I really want to know. I work. I get paid. How am I being screwed? And if you guys think you are being screwed then why are you still working for AT&T?

I guess the sweat-shop workers in NYC's garment district aren't being screwed, either...I mean, they work, they get paid. Since ignorance is bliss, I think I'll just leave it at that--you seem to be happy. As for me (and anyone else who KNOWS and admits they are being screwed by AT&T), I continue to work here because A) I don't work for AT&T, I work for an Agent, and B) I make a ton of money.

Posted by: Westone

Well I came to at&t from being an agent, and I am easily making twice the money I was making as an agent. So no, I am definatly not being screwed by at&t.

Posted by: Raw Tunes

Quote:

You never answered my question. It seems to me(from looking at your posts around here) that you are the type of person that just complains for no reason. You make a ton of money, yet you are being screwed? Hey, your making a ton of money, life is good. Stop complaining or focusing on the negative stuff, be happy. We are only on this earth for a short time.

Posted by: cingman66

Quote:

Originally Posted by Raw Tunes

What makes you think I am not happy? Complaining on here actually perpetuates my happiness. And just because I make a ton of money does not mean that I wouldn't like to make another ton...so I like to point out the inequalities of working for an Agent of AT&T whenever I can. And believe me, there are many.

But at the end of the day, it still beats flippin' burgers!

Posted by: drewyehboi

An employee at my location nearly got canned for activating an iPhone in the store. He activated the phone for an asian guy on a pay as you go plan, he really did the guy a favor because he was a foreign exchange student. Well the punkass asian kid went home and tried to jailbreak the device and bricked it. Then he came back to the store crying about it in broken chinglish and raised hell. It was hilarious. Reminded me of Anjelah Johnson's nail salon standup

Posted by: k.heiner

Quote:

Originally Posted by Raw Tunes

As happy as I am as an employee of AT&T I still am in disbelief at your claim. I would say that I have educated nearly every customer on how to activate the iPhone, and I have not adequately tracked each iPhone sale by IMEI, but I was going through MyComp and I sorted out how many APPLE BAGS I rang out (and I don't always ring out a bag due to inventory) and compared that against my OPPS.

I sold 94 Apple Bags for the month of January, I had 149 opps.
I sold 81 Apple Bags for the month of February, I had 137 opps.
I sold 65 Apple Bags for the month of March, I had 136 opps.

The numbers don't really add up, at all. I would be close to the 200 opp range if all of my iPhones activated, and I think it's a simple as starting the commitment at point of sale.

Or even better would be to charge the customer the original $600 for the iPhone, and crediting to the account that it activates on fourteen days after the activations. That would create a profit at point of sale (assuming no activation) and no loss to show the customer that AT&T is the keeper of the iPhone.

Posted by: cingman66

Quote:

Originally Posted by k.heiner

Or even better would be to charge the customer the original $600 for the iPhone, and crediting to the account that it activates on fourteen days after the activations. That would create a profit at point of sale (assuming no activation) and no loss to show the customer that AT&T is the keeper of the iPhone.

That's what an AGENT would do (or, more accurately, we would charge the $400 and wait for our $200 commission from AT&T after WE activate the phone IN STORE--but it's virtually the same thing-we would both want to make sure the customer activates before selling the phone), and apparently that is forbidden in the world of Apple. They want full control over pricing, activating, etc.

Posted by: FormerRuling

I guess for a person that hasn't worked in a store...The question would be:

A customer can, at least per policy I read, come into a store and choose to pay full price for a phone, then they are free to either start service with no commitment or not even start service at all. The question is, what do YOU get from this transaction, if anything? And the logical path this is taking is...How does THIS differ from selling an Iphone (which doesn't have subsidized pricing options at all) and then them not going home and starting service with a commitment?

Posted by: classylady78

If a customer starts service with no commitment you do not get paid on it what you would on a contract, but it counts towards your opportunities, the more opps you have the more money you make on each one, it is a sliding scale.

People who hijack the iphones buy the phones and do not activate a line, and therefore the reps get no money. We also get no money for selling full price phones. But the iphone is not the same because that price is supposed to be for a 2 year contract.

Posted by: cingman66

Quote:

Originally Posted by FormerRuling

I guess for a person that hasn't worked in a store...The question would be:

A customer can, at least per policy I read, come into a store and choose to pay full price for a phone, then they are free to either start service with no commitment or not even start service at all. The question is, what do YOU get from this transaction, if anything? And the logical path this is taking is...How does THIS differ from selling an Iphone (which doesn't have subsidized pricing options at all) and then them not going home and starting service with a commitment?

If a customer wants to buy a phone outright (meaning, no activation involved), then we (Agents) will gladly sell them any phone they want, because we will make the same profit (more or less) as we do selling it for the 2-year commitment price. I mean, we don't sell these phones at cost for Pete's sake...there IS profit in the sale--it's just like selling a car charger or leather case.

Example (using totally fictitious, albeit close to the real costs/commissions):
Nokia 6555 (fake cost-$200) - retail price without contract = $300; net profit = $100.
Nokia 6555 - subsidized price with contract = $50 after mail-in rebate; net profit after AT&T commission = $100 (customer pays $100 before rebate, AT&T pays $200 "fake" commission, which = $300, minus "fake" cost of $200).

So, why do I care whether or not the customer activates the damn phone...I get the same $100 profit either way.

Posted by: k.heiner

Quote:

Originally Posted by FormerRuling

The process is flawed because AT&T paid MILLIONS of dollars to be the exclusive provider for the iPhone, and Apple will not allow AT&T to properly maintain a system that allows that to be the case. Apple will not do that because they stand to lose door swings if AT&T were to subsidize the cost, or even if AT&T offered to activate the phone in store.

The frustrating fact of the matter is that there is NOT a no commitment price, so seemingly, anyone who purchases an iPhone SHOULD be in a commitment to AT&T per Apples Exclusivity agreement. It is of no advantage to AT&T at all to sell an iPhone with the knowledge that it's making it's way to Finland without activating on AT&T's network, because we purchase the phones in bulk and still only get a 10% discount from Apple. To put it into perspective, Samsung phones we pull a 40% discount when we purchase "branded" material from them.

The real money (for the company) is to be made off of the accessories, so Sell, Sell, Sell... For every $1,000 you make in accessory revenue, we'll share $40 with you.

Posted by: cingman66

Quote:

Originally Posted by k.heiner

The real money (for the company) is to be made off of the accessories, so Sell, Sell, Sell... For every $1,000 you make in accessory revenue, we'll share $40 with you.

That's one of the funniest statements I've read in a while...sell $1000 and make $40. Can't tell if you are being sarcastic, but if you are not...whew are you guys getting screwed! A whole 4%...do you think you can spare it???
lolololololololol!!!

Posted by: classylady78

We really do get 4%.

Posted by: cingman66

Quote:

Originally Posted by classylady78

We really do get 4%.

WTF?!?

Posted by: classylady78

Quote:

Originally Posted by cingman66

WTF?!?

I wish it was a joke.

Posted by: neilson

Quote:

Originally Posted by ivwshane

This is why I tell ppl that I'm glad Verizon said NO to the iPhone and Apple's ways. They think they're going to the promised land with the iPhone, but when even the at&t reps can't stand the iPhone, that really tells me something.

Sorry Apple, we're not all caught up in Steve's Reality Distortion Fields(and his annexes...er Apple stores).