Vodafone retail shops with iPhones - at least learn the lie properly

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone retail shops with iPhones - at least learn the lie properly

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#164662 15-Sep-2008 23:00

"The margins on the iphone is close to nothing(about $20 a phone) which is why Vodafone staff prefer to sell them out on a plan."

Sorry, but what do the preferences of VF staff have to do with this? The customers preferences are the key point in this situation. No wonder they have such a poor rep if they have still not quite worked that simple gem out!

This is in the same area as an earlier issue I raised about the utterly pointless (and unexplained) insistance that you attend a retail store - no matter how inconvenient or far away that might be - if you want a big data allowance on your iPhone plan.

JoeBloggs

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#164781 16-Sep-2008 12:17

Obviously, Geektastic, the sales reps preference is also the owners preference

I agree with you re: visiting a store though. Just another procedural issue that needs to change.

heavenly, I do remember reading something somewhere that put the onus on the stores to prevent customers from reselling. There were things that staff had to look out for like multiple purchases and prepay users. I haven't really thought about that much but I'll see if I can find the document and refresh myself. Apple have been rather overbearing - but then that's their prerogative.

Sparky, really!? Sounds like someone finally listened and caved

Sparky221

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#164849 16-Sep-2008 16:03

JoeBloggs: Sparky, really!? Sounds like someone finally listened and caved

Yup, really! See this topic (among others) http://www.geekzone.co.nz/forums.asp?ForumId=76&TopicId=26039

raytaylor

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#165191 17-Sep-2008 21:25

I would like to point out if it hasnt already, that most vodafone stores are, as i understand, 3rd party private businesses, that sell vodafone products and services, and have vodafone branding. Here in Hawkes Bay, the auctual name of the vodafone branded stores is First Mobile I think.

Much like Leading Edge and Orb are branded as Telecom stores.

And with the comission being so low on the iphone, the sales staff need to sell it with a contract to make any extra money. I would have also rung up and asked if they were out of stock that morning or when their shipment came in ("because it may have been you or the store down the road (i cant remember which i rang) and was told there was no stock")
If the ditsy blonde - excuse me but thats all we have in our local stores, replies "no we always had stock" then off we go to fair go.

It may not be illegal to deny a sale and it isnt illegal for someone to go to fair go and give the branch some bad marketing.

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pistolpower

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#165483 18-Sep-2008 21:53

Dude give the store guy a break. I bet he was just a newb and didnt know how to sell one as a pre-paid phone.

iMod

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#165640 19-Sep-2008 14:23

I agree, give the stores and staff a break. The Margin is low and along with that there are LOW as allocations. From a business view, why should there not be stock for people who will commit to a 24 month term.

Figure it out, its not always works best for the customer, your a consumer more so than a customer, so do what your told lol.

RedJungle

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#165643 19-Sep-2008 14:38

I don't agree, if they advertise a product as available for outright purchase they should sell it. Regardless - If you recall the OP actually tried to give the stores and staff a break by using the Vodafone online store.. that failed also.

So heavenly_wild, did you end up finding someone willing to sell to you?

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Geektastic

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#165648 19-Sep-2008 15:01

FWIW I don't agree either.
What the customer wants, the customer gets. Period.

heavenlywild

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#165650 19-Sep-2008 15:14

RedJungle: I don't agree, if they advertise a product as available for outright purchase they should sell it. Regardless - If you recall the OP actually tried to give the stores and staff a break by using the Vodafone online store.. that failed also.

So heavenly_wild, did you end up finding someone willing to sell to you?

Totally agree with you mate.

Nope, I still haven't got myself an iPhone yet. In fact, I am so angry that I am looking to continue using my Nokia and wait for the new ones to come through via parallel imports.

Let's face it folks, New Zealand customer service is worse than poor. How hard is it to make customers happy? Not very, seriously.

Geektastic

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#165669 19-Sep-2008 16:18

Not wanting to stray too far off topic, but I think that - as customers - we are too willing to accept poor service without making a fuss about it.
If we cease to "give the staff a break" and insist on being given the service we want, companies will soon wake up to the fact that "she'll be right" is not good enough in 2008!
For example, when did you last experience lackadasical and slack service in an American restaurant where the waiting staff rely on tips?!

iMod

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#165696 19-Sep-2008 18:43

Exactly, some staff in the dealer channel are on a very low base and to make more they DO rely on tips. These are well what would equate to comission, Which you get when you sell a plan. Which is why you find it hard to get an iPhone on prepay. Good luck ;)

Good consumer person lol

heavenlywild

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#165725 19-Sep-2008 21:25

Geektastic: Not wanting to stray too far off topic, but I think that - as customers - we are too willing to accept poor service without making a fuss about it.
If we cease to "give the staff a break" and insist on being given the service we want, companies will soon wake up to the fact that "she'll be right" is not good enough in 2008!
For example, when did you last experience lackadasical and slack service in an American restaurant where the waiting staff rely on tips?!

Americans certainly do know what good customer service and experience is all about.

If it means having to tip in NZ for better service, I am more than willing to do that.

The reason for the poor service in this country, in my opinion, is due to the lack of training and product education.

Geektastic

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#165731 19-Sep-2008 22:32

heavenly_wild:
Geektastic: Not wanting to stray too far off topic, but I think that - as customers - we are too willing to accept poor service without making a fuss about it.
If we cease to "give the staff a break" and insist on being given the service we want, companies will soon wake up to the fact that "she'll be right" is not good enough in 2008!
For example, when did you last experience lackadasical and slack service in an American restaurant where the waiting staff rely on tips?!

Americans certainly do know what good customer service and experience is all about.

If it means having to tip in NZ for better service, I am more than willing to do that.

The reason for the poor service in this country, in my opinion, is due to the lack of training and product education.

I would certainly agree with that.

Also, I have noticed that it is rare to find an adult (by which I mean a responsible person over 30!) overseeing shop and cafe staff. Very often, it seems to be left to young people without experience and training - and without the necessary work ethic - to run these places all day. Thus they will ignore customers whilst texting their mates, laugh and giggle, address customers as "mate" and so on.

Added to the lack of training and product education you mention, it is not a recipe for success.

My wife met a consultant for early supper in Wellington the other day prior to getting the train home. She had to catch the 1815 train and ordered at 1700. 45 minutes later she asked where her order was only to be told that the waiting staff had "forgotten' to give it to the kitchen! They said it would be ready in 20 minutes and she of course said that she had to catch the train.

Did the wine bar in question apologise and (for example) offer not to charge her for the 2 glasses of wine they had had? Nope.

So instead of leaving with a good impression of how a mistake had been handled, she saw the error compounded and promptly told all her friends, clients and so on all about how poor the place was!

Shortsightedness is a common affliction.

sleemanj

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#165752 20-Sep-2008 02:04

Hmmm. If Vodafone (stores) are advertising the iPhone as purchasable outright, and then tell you "sorry, won't sell it outright, you must go on term", isn't this what you might call "bait and switch", or at least running pretty close to it. Advertising standards anybody?

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heavenlywild

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#165762 20-Sep-2008 08:50

sleemanj: Hmmm. If Vodafone (stores) are advertising the iPhone as purchasable outright, and then tell you "sorry, won't sell it outright, you must go on term", isn't this what you might call "bait and switch", or at least running pretty close to it. Advertising standards anybody?

Yeah, exactly my point. Their ads are misleading!

Seriously, the Advertising Standards Authority should get onto it.

See how quiet Vodafone staff are on this thread? Johnr and Paul, you guys do a great job and I don't blame you two at all but your silence speaks volumes. Hope you guys can take this constructive criticism to management to improve current and future customer experience.

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