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  Reply # 626386 16-May-2012 18:42
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Having a store means they have a local presence too. Some less confident with tech people like the option of having a store to walk in to and talk to some one face to face as an option, so it can be worth customers that way even if the store isn't busy.

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  Reply # 627489 18-May-2012 19:57
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Don't forget that behind the scenes, many of these retail operations manage their corporate customers too. I don't pop down to the stores too much, but the staff still do a lot of work for us behind the scenes with adds/moves/changes, new product enquirers, issues with the devices etc.


 
 
 
 


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  Reply # 629080 22-May-2012 18:37
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I bet 1/2 or more of the people in Telecom store are complaining about something or are unable to fix the problem with their device. 2 Degrees customer demographic IMO is much more tech savvy and is far less likely to need to go to the store however 2 Degrees wants to ensure they have access the full market including those that need a little extra help in person.

I don't think I've been into a mobile shop as a customer in over 5 years. The last time was to try and sort out a phone I had purchased from TWL. Telecom weren't allowed to be the repair agent instead I had to have no mobile phone for 2 weeks while TWL attempted to fix a fault that was inherent in that model of phone. It was returned... fault re-appeared... rage ensued. Went back and had to speak to the manager of TWL to get my money back and then went down to Telecom went on a plan for 1 year and was given a free phone. Then moved to pre-pay and then 2 degrees a couple of years after that all done without entering a store.

/end rant.

TL;DR


Most people don't go to mobile stores unless window shopping / have a problem / cannot get through to help desk.

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