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Apple memo coaches employees on iPhone 3G launch questions

post #1 of 32
Thread Starter 
Apple Inc. is distributing to its retail and sales personnel an internal iPhone 3G Frequently Asked Questions document which implies that first-day sales and activation procedures are still being ironed out. It does, however, provide some information on bulk iPhone 3G sales for businesses.

The 3-page document outlines recommended responses to 17 common questions customers may ask of retail staffers in the weeks and days leading up to the handset's official launch on Friday, July 11th, while urging those employees not to "speculate beyond the information that is public today."

"You may not place iPhone 3G on hold for anyone. No exceptions. Do not create a waitlist," Apple corporate told store managers in the document. "It is critical that all stores follow the same process to ensure every customer has an equal and fair opportunity to purchase a phone."

Since iPhone 3G will be sold on a first come, first served basis, employees are also being told to call any customer who has reserved an iPhone Personal Shopping session on or after July 11th and inform them that Personal Shopping sessions won't apply to the iPhone 3G.

"We hope to offer Personal Shopping for iPhone 3G shortly," Apple said.

If a customer says, "I just bought a first generation iPhone. Will I be able to upgrade to an iPhone 3G at a discounted price or exchange it for an iPhone 3G?," Apple store reps are being told to say that they "dont have any information regarding upgrades."

If a customer asks why they should buy an iPod touch if they can get more bang for their buck by buying an iPhone 3G (which includes all the functionality of an iPod touch), employees are instructed to respond by saying the "iPhone 3G is offered at such a terrific price because, like most cell phones, it requires a 2-year carrier contract."

Customers may then ask, "Are you going to change the iPod touch pricing now that you lowered the cost of iPhone?" To this, employees should respond by saying, "Not that I am aware of."

Meanwhile, Apple is keeping its employees -- like the rest of the world -- in the dark about first-day activation procedures. Should a customer ask whether it's true that iPhone 3G activation will have to take place in the store, then inquire about buying one without in-store activation, retail staffers should say: "I dont have any details at this time about activation."

The document does, however, reveal some useful information regarding bulk iPhone 3G purchases. For instance, one individual can buy several iPhone 3G units for their business and have them set up in an Apple retail store if their business uses a consumer rate plan.

"If your business uses a corporate plan, sometimes called a CRU or IRU plan, you will need to go to an AT&T store to purchase the iPhone 3G for your employees," Apple says. Similarly, small business owners looking to purchases the new phone at volume discounts should "contact an AT&T representative," as the wireless carrier "offers corporate billing and data plans."

The internal FAQ document also refers several other questions to AT&T representatives, such as those related to using iPhone 3G in Canada and other countries. "iPhone 3G is a world phone," Apple said. "Check with AT&T about international roaming fees and data plans."

Customers asking about one-time fees associated with moving from a first-generation iPhone to an iPhone 3G should be told that they "will need to sign a new two-year contract at the point of purchase, but "may want to check with AT&T regarding any fees."

Finally, Apple informs staffers that "Detailed rate plans have not yet been announced. When they are announced, Apple Store Specialists will be ready to review and help [customers] pick out the best plan for [their] needs."

People familiar with Cupertino-based company's plans say the iPhone maker will hold worldwide retail meetings on July 6th to begin conveying official launch procedures to its staff.

Apple insider "hiimamac" helped contribute to this report.
post #2 of 32
A great memo... that tells us... very little.
post #3 of 32
...and there we were thinking that Apple Store employees are gormless pre-programmed automatons!!
post #4 of 32
Domo Origato Mr. Roboto......
post #5 of 32
Ok let's play a game. What questions and answers were written on the back of the memo?

I'll start with:

-------------------------------------------------------------------------

Customer: What's your name?

Apple Employee: My name is ______________ _______________ (Fill in the blank)





post #6 of 32
I suppose it's encouraging that Apple did not categorically state that iPhone activations would have to happen in the store.

Maybe there's hope for a better solution after all...
post #7 of 32
There goes any chances of an iPod Touch price drop.
post #8 of 32
WHY HASN'T AT&T JUST RELEASED THEIR GODDAM DETAILED RATE PLANS YET?





They are making planning rather difficult.
post #9 of 32
Quote:
Originally Posted by icfireball View Post

WHY HASN'T AT&T JUST RELEASED THEIR GODDAM DETAILED RATE PLANS YET?





They are making planning rather difficult.

Because they're gauging exactly how much money they think they can gouge from us.

I hope to upgrade on the 1st weekend. They really should let prior iPhone users get the phone without in-store activation. We should be able to turn it on, show an AT&T signal and buy the phone and walk out.
-Toyin
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-Toyin
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post #10 of 32
There's no way I'm paying 30 dollars for a data plan that doesn't include at least 200 text messages. Teeny boppers and pre-pubescent teenage boys may be able to con their parents into paying too much for text messaging, but count me and my dollars out.
post #11 of 32
Quote:
Originally Posted by mciarlo View Post

There's no way I'm paying 30 dollars for a data plan that doesn't include at least 200 text messages. Teeny boppers and pre-pubescent teenage boys may be able to con their parents into paying too much for text messaging, but count me and my dollars out.

why pre-pubescent teenage boys and teeny boppers, as opposed to:

pre-pubescent teenage girls
pubescent teenage boys
pubescent teenage girls
post #12 of 32
It's what came to me in my fit of frustration over pricing
post #13 of 32
30 bucks and no included text messages is standard in their 3g data plans. However...I pay $104 a month for my plan, including taxes. That includes 900 minutes and 1500 text messages. To get the iPhone 3g, I am going to add roughly 20 bucks a month......so until I know final pricing....no thanks to the new phone.
post #14 of 32
Quote:
Originally Posted by mciarlo View Post

There's no way I'm paying 30 dollars for a data plan that doesn't include at least 200 text messages. Teeny boppers and pre-pubescent teenage boys may be able to con their parents into paying too much for text messaging, but count me and my dollars out.


(insert phone number)@vtext.com
(#)@messaging.sprintpcs.com
(#)@txt.att.net

If you dont know the carrier, use txtdrop.com and put your email in the reply to box.
The reply will contain the information you need.

Try it and really you'll never need to send a text message again. Especially if email is now running on 3g.

Only problem is if someone sends you a normal text. Either block it or just buy 200 for $5. Its still cheaper than data plans on slower networks.
post #15 of 32
Quote:
Originally Posted by AppleInsider View Post

Customers may then ask, "Are you going to change the iPod touch pricing now that you lowered the cost of iPhone?" To this, employees should respond by saying, "Not that I am aware of."

Which is Apple speak for "buy now, we'll lower price in two months"!

Ten years ago, we had Steve Jobs, Bob Hope and Johnny Cash.  Today we have no Jobs, no Hope and no Cash.

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Ten years ago, we had Steve Jobs, Bob Hope and Johnny Cash.  Today we have no Jobs, no Hope and no Cash.

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post #16 of 32
Well, at least I know to go to an AT&T store now versus an Apple store since my company has a CRU plan.
post #17 of 32
Quote:
Originally Posted by halfyearsun View Post

(insert phone number)@vtext.com
(#)@messaging.sprintpcs.com
(#)@txt.att.net

If you dont know the carrier, use txtdrop.com and put your email in the reply to box.
The reply will contain the information you need.

What we need is a program that will take the numbers from our AddressBook, locate the carrier, and attach them to our contacts as email addresses.

Here are some websites that will locate the carrier for you.

http://www.primeris.com/fonefind/
http://www.telcodata.us/telcodata/telco?
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Dick Applebaum on whether the iPad is a personal computer: "BTW, I am posting this from my iPad pc while sitting on the throne... personal enough for you?"
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post #18 of 32
never mind
post #19 of 32
Quote:
Originally Posted by solipsism View Post

What we need is a program that will take the numbers from our AddressBook, locate the carrier, and attach them to our contacts as email addresses.

Here are some websites that will locate the carrier for you.
http://www.primeris.com/fonefind/
http://www.telcodata.us/telcodata/telco?

Doesn't always work... remember, you can now transfer your number to any carrier... these sites only tell you which carrier had that block of phone numbers for the carrier to assign to their customers.

I tried primeris on a friend's number on T-Mobile (US) and it reports Sprint because Sprint assigned the number to her and she has since changed carriers.

 momoe
post #20 of 32
Quote:
Originally Posted by momoe View Post

Doesn't always work... remember, you can now transfer your number to any carrier... these sites only tell you which carrier had that block of phone numbers for the carrier to assign to their customers.

I tried primeris on a friend's number on T-Mobile (US) and it reports Sprint because Sprint assigned the number to her and she has since changed carriers.

 momoe

Good point.
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post #21 of 32
I don't know why Apple is not releasing any details about the 3G iPhone! They already announced the iPhone and almost 2 weeks left and no definite answers to some basic questions. I think Are they having trouble meeting the July 11th launch date or reaching final agreement with carriers. If they did not start employee training for using AT&T systems till now then there is a real problem is you ask me. Carriers in EU already announcing procedures and plans!
post #22 of 32
Quote:
Originally Posted by solipsism View Post

Good point.

Plus, doesn't that only work if you are the one initiating the communication? What happens if someone want s to text you from a phone that doesn't do email?
post #23 of 32
Quote:
Originally Posted by steviet02 View Post

Plus, doesn't that only work if you are the one initiating the communication? What happens if someone want s to text you from a phone that doesn't do email?

Interesting.
post #24 of 32
I thought the rate plans had been released. The original email AT&T sent to its stores made it sound like the iPhone would be treated like any other PDA. Therefore implying that all current plans would be in effect with the exception that the $30 data plan was REQUIRED for any iPhone service plan. All prices are the same as any other PDA, except that I presume the data plans are optional for other PDAs.

What other details do they need for the rate plans? If they plan to charge more than that, or add some minimum plan criteria, that will really start knocking off customers, me included.

At that point I'd give up on the cell phone idea and just get an iPod touch. I had been waiting for my contract with Sprint to expire, which it has (woohoo!) and for 3G and GPS to be added.

It would be a darn shame if AT&T tries to gouge even more.
post #25 of 32
Quote:
Originally Posted by steviet02 View Post

Plus, doesn't that only work if you are the one initiating the communication? What happens if someone want s to text you from a phone that doesn't do email?


If they reply to your text directly it goes to your email. Try it from your computer. Basically your emails are converted to text messages on their phone. Its not perfect but its an easy way to avoid needing 1000 texts a month.
post #26 of 32
Quote:
Originally Posted by mciarlo View Post

Teeny boppers and pre-pubescent teenage boys may be able to con their parents....

What's a 'teeny bopper?'
post #27 of 32
Quote:
Originally Posted by ravedog View Post

What's a 'teeny bopper?'

Stupid girls of ages 10-14 who squeal and giggle so much that Satan is willing to drag them back to hell. They brag about their boyfriends and show them off during lunch by sitting in a table full of shitty stupid 'couples'. They like pink and listen to stupid bubblegum pop and think they are teenagers and try to hard to act like them. They cry when they see a pimple...FOR FUCKIN SAKE ITS JUST A PIMPLE!!! IT'LL GO AWAY AND WHO THE HELL WILL CARE IF YOU HAVE A PIMPLE!!!??? They think they're all that and dress in pink, purple, mini-skirts, and T-shirts that say, 'Pop princess', or 'Ms. Attitude' and other crap like that. They like typing like this: 'l00k AnN I hAvE a NeW cElL!!! I kAn sLeEp OvEr yay!!! Like We CaN caLl up the B0iZ and pAiNt oUr naILz!!! g2g bi!!!!' it is so annoying. They think they're all that just because they have 'boyfriends'. They don't know the true definition of that word. They often write in their online journals, 'I lOvE jAsOn hE iS sO HotT I waNna Kiz hiM!!!!' When asked about their favorite hobby, they all scream like sluts, "SHOPPING!!!!"

(ya gotta love urban dictionary)
post #28 of 32
Quote:
Originally Posted by icfireball View Post

Stupid girls of ages 10-14 who squeal and giggle so much that Satan is willing to drag them back to hell. They brag about their boyfriends and show them off during lunch by sitting in a table full of shitty stupid 'couples'. They like pink and listen to stupid bubblegum pop and think they are teenagers and try to hard to act like them. They cry when they see a pimple...FOR FUCKIN SAKE ITS JUST A PIMPLE!!! IT'LL GO AWAY AND WHO THE HELL WILL CARE IF YOU HAVE A PIMPLE!!!??? They think they're all that and dress in pink, purple, mini-skirts, and T-shirts that say, 'Pop princess', or 'Ms. Attitude' and other crap like that. They like typing like this: 'l00k AnN I hAvE a NeW cElL!!! I kAn sLeEp OvEr yay!!! Like We CaN caLl up the B0iZ and pAiNt oUr naILz!!! g2g bi!!!!' it is so annoying. They think they're all that just because they have 'boyfriends'. They don't know the true definition of that word. They often write in their online journals, 'I lOvE jAsOn hE iS sO HotT I waNna Kiz hiM!!!!' When asked about their favorite hobby, they all scream like sluts, "SHOPPING!!!!"

(ya gotta love urban dictionary)

Bitter?

Take some of your own advice....relax.
-Toyin
Reply
-Toyin
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post #29 of 32
Quote:
Originally Posted by Toyin View Post

Bitter?

Take some of your own advice....relax.

He was quoting a user definition of the term 'teeny bopper', hench his comment, "ya gotta love urban dictionary".
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post #30 of 32
Quote:
Originally Posted by solipsism View Post

He was quoting a user definition of the term 'teeny bopper', hench his comment, "ya gotta love urban dictionary".

Got it. Learn something new every day... thanx
-Toyin
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-Toyin
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post #31 of 32
When the heck will the stores open/iphone 3g be sold???? I hope not 6PM like last year! I reall hope they are not just going to be receiving shipments on july 11th! They should at least get them a day before!!! AAAAARRRRGGGGHHH!
post #32 of 32
Null.
Þ & þ are called "Thorn" & þey represent þe sound you've associated "th" wiþ since þe 13þ or 14þ century. I'm bringing it back.
<(=_=)> (>=_=)> <(=_=<) ^(=_=^) (^=_=)^ ^(=_=)^ +(=_=)+
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Þ & þ are called "Thorn" & þey represent þe sound you've associated "th" wiþ since þe 13þ or 14þ century. I'm bringing it back.
<(=_=)> (>=_=)> <(=_=<) ^(=_=^) (^=_=)^ ^(=_=)^ +(=_=)+
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