Now you've got to be kidding me

T_Yamamoto

Lifer
Jul 6, 2011
15,007
795
126
http://phandroid.com/2012/09/18/thi...ot-gauranteed-support-after-lawsuit-and-more/

As a former HTC rep for Best Buy Mobile stores, I can tell you first-hand all the wacky n’ zany things I’ve heard from both customers and employees. Unfortunately, the last person you’d probably want to turn to for advice on your next smartphone purchase is a customer service rep in a carrier retail store. It’s no secret that most are ignorant to the plethora of devices they are selling, with only the limited knowledge of what was provided in their employee training packet.
If you thought misinformation given to customers from employees was just an occasional occurrence, you’d be wrong. Dead wrong. Take this first hand account of a Reddit user who overheard a few flabbergasting conversations after spending his day at a local AT&T retail store. Warning: extreme nerd rage may result.
Customer: “Hi, I’d like to look at the Galaxy S3.” Employee answers with, “Why?” in a patronizing tone.
AT&T employee: “Android is less secure than iPhones because my 14 year old nephew can program Android apps. Apple is pickier about who can make apps.”
AT&T employee: “Well, Apple won the lawsuit, so clearly it’s the better phone maker.”
AT&T employee: “Because [the Galaxy S3] violates Apple’s patents, we can’t guarantee we can support this phone after you buy it.”
Okay, before you fly off the handle, this post wasn’t merely to incite anger in the Android faithful, but to remind users of what sometimes goes on in carrier stores. Now, I’m not saying all customer service reps are this ignorant — I’ve worked with many a good man and woman who, not only knew their sh*t, but were able to help customers without imposing their own biases. I’m simply pointing out yet another story of carrier CSR’s gone wrong. Have a similar experience that made your jaw drop like this one? Sound off below so the rest of us can join in on the fun.


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Seriously? -_-
 

Ravynmagi

Diamond Member
Jun 16, 2007
3,102
24
81
Yeah, some sad stuff. Seems like if you have a job at a carrier store selling phones all day, you'd hopefully have some interest in the field you are working in, and I'm sure many of them do. But there are definitely too many that really shouldn't be working at these stores.

I visited the T-Mobile store a few months ago to talk to someone about some rather low speeds on my Galaxy Nexus GSM phone. The guy insisted I'll only ever get EDGE service on that phone because T-Mobile doesn't sell it. I tried to explain it to him for 5 minutes, even showed him the gsmareana spec page showing the bands, which turned out pointless since he didn't know what frequencies T-Mobile used anyway.
 

Zaap

Diamond Member
Jun 12, 2008
7,162
424
126
“Hi, I’d like to look at the Galaxy S3.” Employee answers with, “Why?” in a patronizing tone. (Or any other stupid response...)

Okay, you're a moron. Moving on to someone else that seems to have a clue, or a manager.

“Hi, I’d like to look at the Galaxy S3...”


Honestly, who is it that does this any other way than the above and wastes their valuable time with clueless sales people?

"Oh, but that's so rude!"

No, dicking with someone trying to make an expensive purchasing decision is rude. Know your job or get out of the way.
 

zerocool84

Lifer
Nov 11, 2004
36,041
472
126
Meh, this type of stuff is common. You can't expect experts with any type of retail. They'll say whatever they want.
 

Fardringle

Diamond Member
Oct 23, 2000
9,200
765
126
Meh, this type of stuff is common. You can't expect experts with any type of retail. They'll say whatever they want.

I honestly don't mind if the salespeople don't have detailed knowledge of the products. It is perfectly fine to say "I don't know". The problem is when they make things up, or simply lie, in order to try to make it look like they know more than they do about the products, or to sell an item that the customer probably doesn't actually want.
 

Monster_Munch

Senior member
Oct 19, 2010
873
1
0
Is it ever a good idea to buy a phone in a store?

Where I live, I can almost always find better deals online. Even just by looking on Amazon.
 

Bateluer

Lifer
Jun 23, 2001
27,730
8
0
Is it ever a good idea to buy a phone in a store?

Where I live, I can almost always find better deals online. Even just by looking on Amazon.

Don't under estimate instant gratification. There's a carrier store for all 4 carriers and two Best Buys within a 5 minute drive of my house. Potentially, I could have a new toy in about 15 minutes. :)
 

Super56K

Golden Member
Feb 27, 2004
1,390
0
0
I wish my mom would have run into one of those guys. She ended up paying $170 for an HTC Rezound that a rep pushed on her as a contract upgrade barely a month ago. But, it's rare you run into sales reps that actually say things to discourage you from spending money.
 

Midwayman

Diamond Member
Jan 28, 2000
5,723
325
126
I thought AT&T employees were told to upsell Android, or was this only pre iPhone 5?

I would think they'd be told to push whatever makes them the most profit. Apple gets a higher subsidy so you'd think they'd be told not to encourage the iphone. Probably just a fanboy talking off script.
 

jpeyton

Moderator in SFF, Notebooks, Pre-Built/Barebones
Moderator
Aug 23, 2003
25,375
142
116
I have two friends who work in sales at corporate stores for Verizon.

I can tell you factually that they push Android harder than any other platform because their margins on Android phones are much higher than any other platform.

Even within the Android category itself, their margins on low end handsets (Galaxy Stellar, HTC Enlighten, etc) are much higher than bleeding-edge phones like the SGS3. But nearly everything in the Android category give them a higher commission than an iPhone.
 

God Mode

Platinum Member
Jul 2, 2005
2,903
0
71
I'd only consider an iphone again if they get rid of the itunes requirement and let me drag and drop. heh.
 

s44

Diamond Member
Oct 13, 2006
9,427
16
81
I wish my mom would have run into one of those guys. She ended up paying $170 for an HTC Rezound that a rep pushed on her as a contract upgrade barely a month ago.
Did she not tell you before the 30 day return period? Switch her to an S3 ASAP.
 

mikegg

Golden Member
Jan 30, 2010
1,942
546
136
Yeah, some sad stuff. Seems like if you have a job at a carrier store selling phones all day, you'd hopefully have some interest in the field you are working in, and I'm sure many of them do. But there are definitely too many that really shouldn't be working at these stores.

I visited the T-Mobile store a few months ago to talk to someone about some rather low speeds on my Galaxy Nexus GSM phone. The guy insisted I'll only ever get EDGE service on that phone because T-Mobile doesn't sell it. I tried to explain it to him for 5 minutes, even showed him the gsmareana spec page showing the bands, which turned out pointless since he didn't know what frequencies T-Mobile used anyway.
Come on man. These people are likely to be working under a minimum wage or slightly above. What do you expect? A college grad with troubleshooting certificates?

For the record, I talked to a lot of knowledgeable Best Buy sales people. Many of them DO know a lot in what they sell. Some don't. So what. Move on.

People just love to complain about every little damn thing.