AT&T Allegedly Instructs Employees to Steer Customers Away From iPhone

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Posted August 1, 2012 at 5:37pm by iClarified

AT&T is allegedly telling employees to steer customers away from the iPhone in favor of Android and Windows Phone devices, reports BGR.

Instructions handed down from corporate state that customers seeking smartphones at AT&T retail stores should be steered away from Apple's (AAPL) iPhone and towards Android phones or Windows Phone handsets like the Nokia Lumia 900 instead. BGR has confirmed the directive with three independent sources.

Even when customers come into stores specifically looking for the iPhone 4S or iPhone 4, staffers have been instructed to make an effort to show people Android and Windows Phone devices as well, so they can "make an informed decision."

In addition, some locations have reportedly told employees that they can't obtain iPhones as their company device. These changes are said to have dropped iPhone sales by 20-30%.

AT&T has responded to these allegations saying, "The idea that we would steer any customer away from a particular device couldn't be more farfetched. Our reps do what it takes to align customer needs with the best device for them. iPhone remains one of our most popular devices, which doesn't happen by steering people away from it. Our reps are encouraged to try all devices so they are more knowledgeable on our industry-leading smartphone lineup."

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AT&T Allegedly Instructs Employees to Steer Customers Away From iPhone

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Zae - August 2, 2012 at 6:52pm

I work for ATT and this is totally true. They make it look like it should be about presenting the various options to customers but everyone knows the true reasoning behind it. Yes, ATT is afraid to l

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Captjgvex - August 2, 2012 at 12:16pm

AT&T is being pushed into a corner to unlock qualified off-contract iPhones. Perhaps with so many qualifying handsets now being unlocked the impetus is to try and get as many people onto another two year agreement with brand new devices. Here is something you may not know: some authorized AT&T retail stores (not COR stores) are able to perform factory unlocks for a small fee ($90.00) give or take without going through corporate. The process would take about two business days. I did this just last week for my handed down iPhone 4 still on an existing contract. DO NOT let AT&T tell you that it can't be done...authorized retailers have access to the same screens as the tech support people do, except the authorized retailers must not really care who is on contract or not. Try to find an authorized AT&T retailer and ask them if they can perform a factory unlock for you. Let me know what happens if you do.

Captjgvex - August 2, 2012 at 2:03pm

RatGT..was that expression really necessary? Everyone here is entitled....the ONLY reason I was offended was because the comment about the shooting reminded me about Colorado, plain and simple. Secondly: The comment was not directed at you. And for your information I am not new to these forums....how do you know whether or not I write under a different handle? Oh, and BTW....if you don't know what I mean by handle....its another term for username. Your blatant disregard for civility and your obviously rude comment CLEARLY explains why you chose the handle (USERNAME) "rat"GT. Ooooh....you MUST work for AT&T as well. >:)

Oneal - August 2, 2012 at 8:45am

If iPhone isn't popular anymore The price will go down and then everyone can get one lol . Right now my one1/2 year old Is rocking the iPod touch 4 . She can get a new one when the 5 come out and I can upgrade my iPhone4s

Tofu - August 2, 2012 at 8:33am

I can't speak for the corporate stores, but for a NorCal authorized retailer this was (not sure if it still is) the case. When the company I worked for first started carrying iPhones (I think it was the 3GS, maybe the 4), commission on sales of the device were pathetically low. It was something like 2 to 5 dollars for an iPhone activation with no commission for the data plan. Compare that to the $25 for a normal acto plus $25 for a data plan and you better believe that the higher ups pushed us to sell other phones. We're not talking slight nudges, but actual meetings and memos outlining different sales tactics. The iPhones were really there to get foot traffic for the possible switch, or, at the very least, accessory sales. Now if AT

Oneal - August 2, 2012 at 5:15am

It sell itself that's true . It's still bad how they doing business .everyone take their I Devices personal . I love my iPhone . What if someone just get get gun and starts shooting up the place .

Captjgvex - August 2, 2012 at 11:58am

Try being a bit more sensitive and think about what you type before you post it. It was offensive.

Ed - August 2, 2012 at 4:17am

Maybe they're doing it because of the same reason of reporting record sales with the iPhone, I mean if you already have a steady flow with one product and you know popularity makes it sell itself, Why not show people the other less popular options?, i mean they will either eventually convert to iphones or keep upgrading , regardless its all in the carrier and so far att hasnt dissapointed to the point of no return

attsaless - August 2, 2012 at 3:18am

ATT/Verizon/TMobile & Sprint Sales reps are uneducated, uninformed, and they don't represent the companies they are working for very well. Most of the sales reps are there for a paycheck. They have no interest in being a sales rep for the rest of their life or making a career out of it. Well isn't that why they have a job....? To get paid? Why would someone want to make a career out of being a sales rep? Done right, being a sales rep can lead to a very nice career, or at least a better life style. Believe in what YOU are selling, use what YOU are selling, and trust what YOU are selling. That is a huge problem with our economy. No one has any respect for ANYONE anymore. Personal or in Business, everyone is out for themselves. No one has any pride in what they offer. No one stands up for what they believe in, and no one helps a company achieve it's goals. It's always ideas from the top down, not from the button up, or better yet from the customer's point of view. This electronic age we live in is great, however it's destroying us and taking away the most simplest and nurturing activities we so desperately need. Being social with one another in physical interaction. A cell phone is just a cell phone, enough with the popularity contests and who has the biggest and baddest cell phone. Does the cell phone work for YOU? Do YOU like it? Do YOU like the company YOU are paying a monthly fee to? Can YOU get the same or comparable service from another provider for a lower rate? These are the things that matter, YOU have to be happy with paying for the phone and the service. Personally I don't like giving up a phone every year to two years. I want to buy a product that will last for years until it wears out. Spending $150 to $500 every 6 months to a year, what the hell? Why? If I need to upgrade that often then there is something wrong with the company I am with. Make something that lasts, and make something you can update without costing your users anything. It's all about the customer and keeping them happy, don't treat them like sheep. I have a GS3, A samsung flip phone, and an iPhone. But what does that matter to you? They all have their uses, and things that the others don't have.

Stevenk - August 2, 2012 at 3:44pm

Spot on Bro.

tdtran1025 - August 2, 2012 at 12:35am

People should not get too excited for a moment. Apple is the one that twists arms here. They make the best phone, period. But carriers are all the same; they need to protect their pockets, too. Sprint has recently mortgage the entire compnay just to sell the iPhone. The result is a big loss last quarter. Elsewhere in Europe, post-paid customers are being steered away from iPhone also, or the subsidy won't be as high. The truth is Mac products cost a premium. Yet I don't see anyone can persuade a Mac buyer to settle for something else. If ATT keep up this practice, they will lose to TMobile by the end of the year, on e their frequencies line up with those of ATT. I should make clear that I am an Apple user and also a ATT customer, one who might switch carrier when iPhone 5 debuts.

m_thoroughbred - August 2, 2012 at 12:10am

This is bullsh!t. The whole story is misleading. Think about it iPhone is probably their top seller. They even reported breaking sale records. Also this also happens in just about anywhere you go got to purchase something it's called pushing out inventory.

Intotheiphone - August 2, 2012 at 3:41pm

It is the truth. I have been with AT

Macman - August 1, 2012 at 10:07pm

If This is true????? I would suggest all iPhone users seriously think about lesving at&t and for good!!!! You Sprint is doing some pretty good things these days.....

Milano - August 2, 2012 at 5:08am

Went to sprint store and asked for iPhone. They were like nah you should get android zzz

JM - August 1, 2012 at 9:09pm

The main reasons AT&T does that is because: 1. The margin on the iPhone is lower then it is on many other devices. 2. AT&T is afraid to lose customer to their competitors as they also have iPhones. (Android devices have some differences from carrier to carrier while iPhone really do not). 3. Customers that buy iPhone are likely to never need AT&T'c customer service again. They will buy their next iPhone online which may put AT&T stores and employees out of business. 4. Here is the major one: As soon as Apple releases their LTE iPhone most customers may just switch to Verizon because they have way better LTE coverage than AT&T. There is no way AT&T is going to catch up to VZW's LTE coverage anytime soon.

Bousche - August 1, 2012 at 9:12pm

Considering the fact that AT&T has appx. 30% of their customers using the iPhone the LTE thing may hurt them pretty badly. Even losing half of those people to Verizon will make AT&T suffer like never before.

Petr - August 1, 2012 at 11:44pm

I was waiting for the new iphone and was going to leave att for vzw, but with the new vzw plans I have to pay almost a 100 dollars more. I better stay with att

ali - August 1, 2012 at 7:34pm

it's time for apple to pull their iphone from att and see how many customer they will lose.

For Sure - August 1, 2012 at 6:46pm

I also work at AT&T and they are pretty clear about not pushing iPhone. It is because AT&T's margins on iPhones are very low. However, customer issues with Android, Blackberry and Windows Phones are much higher in terms of both ease of use and warranty issues.

Get it Right - August 2, 2012 at 11:34pm

You don't work for AT&T, if you did you wouldn't be saying what you just said. I do work for AT&T and I have to spend more time with more iPhone users than EVERY other customer combined. Don't get me wrong, I don't mind doing it, that's part of my job, giving an extraordinary experience every time. As for warranty issues, all warranties on phones from AT&T are the same except for Apple. Apple is the one that inconveniences THEIR customers by making them set an appointment and then stand in line for hours at a time waiting for service. As for margins on the phone, you're wrong there as well. The residual effects of the phone far out weigh the subsidy. AT&T would never "Steer" customers away from the device. They don't care if you're using an Android, Windowsphone, or iPhone, as the service all costs the same. That being said, there are plenty of phones on the market that clearly outstrip the iPhone in terms of performance. For the person that said T-Mobile would replace AT&T....lol, 103 million customers? Please, T-Mobile could give their crappy service away and they still wouldn't come close to unseating AT&T.

f1982 - August 1, 2012 at 6:40pm

I don't see any reason why they shouldn't show android and windows as alternatives. I can understand why apples competitors would be annoyed if people were not shown the options, and if the store employees were clearly using iPhones. But pushing those at the expense of iPhone- not cool.

AT - August 1, 2012 at 6:32pm

I myself work for at&t and it is true we are told to stay away from iPhones and to encourage customers to choose something else over the iPhone and we're also told to not use iPhones and for us not to carry it on the floor

anno - August 1, 2012 at 6:21pm

lol AT&T they still mad about the iphone users with unlimted data, they hate imessage, and they will hate alot facetime over celluar AT&T is a super data hog they CEO hates it when you use there data and wants to charge for everything if AT&T really wanted to they could be unlimited like sprint they have enof towers and stuff to

Apple205 - August 1, 2012 at 6:19pm

AT&T is probably being payed for this. I don't see why it would matter what phone gets chosen. The plans are probably more expensive with iPhones than with some low quality Android phone.

Jerry - August 1, 2012 at 6:47pm

The problem is that the iPhone costs AT&T much more money at the wholesale level. That is why they push other phones. The plans themselves are the same price if it is a smartphone.

Jim - August 1, 2012 at 6:08pm

Guess AT