Employees unboxing new phones.

Forums › Spark New Zealand (including Skinny and BigPipe) › Employees unboxing new phones.

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#614989 25-Apr-2012 16:22

Easy solution to the problem, charge them a loss of enjoyment fee. Don't know about others but there is quite a bit of joy to be had in unboxing a new gaget, and now they have robbed you of that.

Behodar

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#615025 25-Apr-2012 17:19

I can't find the thread now, but I remember on a US site back when the original iPhone was first announced, and would be sold at AT&T shops. Someone posted something to the effect of:

"Eek! Obsessive-compulsive Apple fanboys who like to unbox their own devices, meet AT&T staff that unbox and set up the phone for you... there is no way that this will end well."

This thread reminded me of that :)

Also, I agree. It's your phone and the Telecom employee should ask before opening the box. My first Telecom phone was opened in the shop but I could understand that; she had to do the NAM programming and copy contacts across from my old Vodafone SIM. But for an XT phone there's no reason to open the box.

plod

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#615031 25-Apr-2012 17:26

Part of the gratification is unwrapping the new purchase at home, well for me it is. Try giving your children a new toy for Xmas, then take it off them unwrap it and set it up for them without them asking for help

snnet

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#615032 25-Apr-2012 17:26

I suppose that would be slightly annoying if you didn't want them to do it. Every phone purchase I have made at a Telecom retail store involved the salesperson asking if I would like the phone set up, though- although I've never been foolish enough to buy an apple product so can't speak for what could have happened there.
I've always asked them to do it though- and glad I did. Almost every time a new sim has been put in (change to microsim/replace phone etc) there has been some service blocked (data usually) and they fix it right there- not to mention (as mentioned by others) the screen protectors you can buy, I'd rather someone else mess with those!

dontpanic42

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#615034 25-Apr-2012 17:29

Alternatively, once the phone is all paid for, why not allow the customer to open the box and test to check that it isn't DOA. If it is a policy issue that is, where Telecom insist on testing it in the shop for DOA before the customer leaves.

But, in all honesty, I don't see how it is different to when you purchase directly from the Apple website.
I assume, that unless you are getting the engraving option, Apple doesn't open the box before sending it to you. Maybe this is incorrect?

I can only also assume this applies for the likes of the Nokia Lumia in question as well, or any other phone for that matter if purchased online. Would they even have the time to be doing this sort of thing in a distribution/warehouse environment?

mattwnz

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#615039 25-Apr-2012 17:38

dontpanic42: Alternatively, once the phone is all paid for, why not allow the customer to open the box and test to check that it isn't DOA. If it is a policy issue that is, where Telecom insist on testing it in the shop for DOA before the customer leaves.

But, in all honesty, I don't see how it is different to when you purchase directly from the Apple website.
I assume, that unless you are getting the engraving option, Apple doesn't open the box before sending it to you. Maybe this is incorrect?

I can only also assume this applies for the likes of the Nokia Lumia in question as well, or any other phone for that matter if purchased online. Would they even have the time to be doing this sort of thing in a distribution/warehouse environment?

+1

But what are the odds of an iphone being DOA? Apples own apple policy to to replace straightaway, so not sure why telecoms would be be any different. But in that case I would check instore, and would expect them to replace straightaway if it was DOA. But still you can't test everything instore, and it may not have any charge anyway to test it.

jeffnz

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#615050 25-Apr-2012 17:45

well everyone seems to have their own opinion, personally I think this thread is a good time waster nothing more.

No offence to Op but this really is a nothing IMHO

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openmedia

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#615078 25-Apr-2012 18:18

I'd ask for a NEW phone as the one they have provided is now "USED".

When I got my Galaxy SII from telecom they didn't open the box and also told me to make sure it was fully charged before I tried to use it. Personally that was good customer service.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

snnet

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#615083 25-Apr-2012 18:39

openmedia: I'd ask for a NEW phone as the one they have provided is now "USED".

When I got my Galaxy SII from telecom they didn't open the box and also told me to make sure it was fully charged before I tried to use it. Personally that was good customer service.

does it have a nicad battery? arent we in the li ion age now?

old3eyes

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#615107 25-Apr-2012 19:11

SteveON: Reminds me of this Story Telecom prolly have made this policy because of so many DOA phones.

Agree. If they do it and it's DOA then they replace it there and then. What if you took it home, hacked it and killed it then you take it back saying it's DOA.

I'd rather that the fone was runup before I left their store.

Regards,

Old3eyes

doctormaxim

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#615111 25-Apr-2012 19:21

I work in the Telecom store and yes, I get customers phones out of their box and working for them. You guys have all pretty much nailed the reasoning on the head. It's great customer service, ensuring our customers walk out with a phone that they can use straight away and if we take it out and it's DOA, we can deal with it straight away.

Most of the people I deal with are not very tech savvy and appreciate the fact that we do this for them.

firefuze

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#615117 25-Apr-2012 19:34

It is a standard service offered to customers, ensures several things are covered off:

- The handset is not DOA/OBF
- SIM is connected and services are operating, i.e has a network connection, data connection working, import/transfer contacts.
- Phone is setup and ready to use and customer is educated on basic functions, staff can then setup or demonstrate anything the customer wishes.

It is standard for staff to ask a customer if they would like their phone setup before they leave, wasn't offered in your case unfortunately.

I'm sure you can understand the typical customer does want this service.

DOA/OBF's do happen and so do faulty SIM's and provisioning issues so it is a very good idea to have these checked before leaving. Nothing more frustrating than getting home and there is a fault meaning you need to come back to store.

Comments are my personal opinions. Statements on this site do not represent the views or policies of my employer, past or present, or any other organization with which I may be affiliated.

Dunnersfella

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#615119 25-Apr-2012 19:41

gregmcc: Easy solution to the problem, charge them a loss of enjoyment fee. Don't know about others but there is quite a bit of joy to be had in unboxing a new gaget, and now they have robbed you of that.

Pretty sure they'll pay up promptly...

I agree with the 'first world problems' sentiment.
Get over it, you'll shove the damned thing in your pants within the first 5 minutes of ownership anyway.

hamish225

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#615128 25-Apr-2012 20:07

They did this last time i brought a phone from telecom at the palms. Never going back there again.
Reasoning as to why i didn't tell them to stop was because i felt awkward because it's just one of those small things that annoy me.

It's like children unwrapping Christmas presents.. but for grown ups.

Can we get a psychologist in here? :P

on a side note, 2degrees shop in westfield don't open them for you.

*Insert big spe*dtest result here*

jeffnz

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#615136 25-Apr-2012 20:22

I can't believe people get so upset about this practise which is not designed to belittle or demean, in fact its the opposite.

This thread is highly entertaining if nothing else

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