Apple memo coaches employees on iPhone 3G launch questions

Posted:
in iPhone edited January 2014
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 "don?t 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 don?t 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.
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Comments

  • Reply 1 of 31
    pg4gpg4g Posts: 383member
    A great memo... that tells us... very little.
  • Reply 2 of 31
    ...and there we were thinking that Apple Store employees are gormless pre-programmed automatons!!
  • Reply 3 of 31
    dimmokdimmok Posts: 359member
    Domo Origato Mr. Roboto......
  • Reply 4 of 31
    kreshkresh Posts: 379member
    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)











  • Reply 5 of 31
    k2directork2director Posts: 194member
    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...
  • Reply 6 of 31
    dagamer34dagamer34 Posts: 494member
    There goes any chances of an iPod Touch price drop.
  • Reply 7 of 31
    icfireballicfireball Posts: 2,594member
    WHY HASN'T AT&T JUST RELEASED THEIR GODDAM DETAILED RATE PLANS YET?











    They are making planning rather difficult.
  • Reply 8 of 31
    toyintoyin Posts: 58member
    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.
  • Reply 9 of 31
    mciarlomciarlo Posts: 11member
    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.
  • Reply 10 of 31
    icfireballicfireball Posts: 2,594member
    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
  • Reply 11 of 31
    mciarlomciarlo Posts: 11member
    It's what came to me in my fit of frustration over pricing
  • Reply 12 of 31
    ghostface147ghostface147 Posts: 1,629member
    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.
  • Reply 13 of 31
    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.
  • Reply 14 of 31
    rot'napplerot'napple Posts: 1,839member
    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"!
  • Reply 15 of 31
    sevenfeetsevenfeet Posts: 431member
    Well, at least I know to go to an AT&T store now versus an Apple store since my company has a CRU plan.
  • Reply 16 of 31
    solipsismsolipsism Posts: 25,726member
    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.
  • Reply 17 of 31
    chris_cachris_ca Posts: 2,543member
    never mind
  • Reply 18 of 31
    momoemomoe Posts: 5member
    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.



    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
  • Reply 19 of 31
    solipsismsolipsism Posts: 25,726member
    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.
  • Reply 20 of 31
    nasseraenasserae Posts: 3,166member
    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!
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