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CNN: Verizon reps pushing Android over the Apple iPhone

Posted: , by Alan F.

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CNN: Verizon reps pushing Android over the Apple iPhone
After reading stories in various forums from customers who entered a Verizon store determined to buy an Apple iPhone and walked out of the store with a new Android model, CNN decided to investigate. The forums were full of posts from Verizon customers who claim that they were "actively discouraged" from purchasing Apple's iconic smartphone. Forum headlines had titles like "Went in to buy an iPhone 4s... but walked out with a RAZR," and "Do Sales Reps hate the iPhone?" It was enough incentive to get CNN to dig a little deeper.

"The only drawback to the iPhone is it doesn't have 4G, and Verizon is really pushing 4G. Don't get me wrong, the iPhone is a great phone. It just costs the company a lot of money for returns when customers find out that a faster 4G network is available and the iPhone's only on 3G."-Verizon rep
CNN's David Goldman spoke with ten Verizon sales reps in New York stores, on the phone and via chat sessions. Goldman asked about what his options were for a new smartphone as a Verizon customer and in all ten conversations he was pointed toward the Motorola DROID RAZR, the Motorola DROID RAZR MAXX or the LG Lucid. All three Android models offer LTE connectivity. When Goldman inquired about the Apple iPhone, all ten Verizon reps said that the phone was inferior to the other three handsets because the iPhone only runs over Big Red's 3G pipeline. A Verizon rep in a Manhattan store put down Apple's iconic device saying that, "The iPhone is a great phone, but it's on 3G," said one representative at a Verizon Wireless store in midtown Manhattan. "I'm not going to recommend a phone that's outdated."

The reporter initially told five of the reps that he was looking for a new smartphone while telling the other five that he wanted an Apple iPhone. When he said that he wanted an iPhone, none of the Verizon reps tried to talk him out of buying the model. But when he asked them if it was the best smartphone, all five said no. One rep told him that the Motorola DROID RAZR MAXX was faster than the iPhone while another told him that he would sell him the Apple iPhone if he really wanted it, "But my recommendation is 4G. I'd want the fastest, best technology that's not going to be outdated when I buy it."

Are Verizon reps being told to push LTE enabled models? Verizon Wireless spokesman Tom Pica said in a written statement, "Our sales force's mission is to ensure customers are familiar with our product line and to match the customer with the right device to best meet their needs. At the end of the day, our goal is that every customer is delighted with the device that they have chosen." An AT&T rep had a different response about which smartphone to buy. He told Goldman that, "It's all about the 4S now. The iPhone is the most popular phone, you know what you're getting, and it's a status symbol you can't get anywhere else."
 
source: CNNMoney

From left to right Motorola DROID RAZR MAXX, Motorola DROID RAZR, LG Lucid and Apple iPhone 4S
From left to right Motorola DROID RAZR MAXX, Motorola DROID RAZR, LG Lucid and Apple iPhone 4S
From left to right Motorola DROID RAZR MAXX, Motorola DROID RAZR, LG Lucid and Apple iPhone 4S

From left to right Motorola DROID RAZR MAXX, Motorola DROID RAZR, LG Lucid and Apple iPhone 4S


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posted on 04 May 2012, 10:36 14

1. Atrixboyyy (Posts: 244; Member since: 03 Nov 2011)


What the iPhone 4s "outdated" ? say it isn't so...

posted on 04 May 2012, 12:15 10

61. -box- (Posts: 3789; Member since: 04 Jan 2012)


I'm glad the sampled verizon reps are at least being honest with their customers. Personally if I HAD to have an iphone (I shudder at the thought) someone would have to pay for it, and I'd only accept it if it were on AT&T. They offer the fastest data speeds for it, they've had it longer, and tenured reps and agents know about its particular foibles.
That being said, if I had to have Verizon (no thanks!) I'd most likely get the RAZR MAXX. One of my friends has one, and her boyfriend has the Galaxy Nexus, and he is so peeved at himself that he didn't exchange it for a RAZR MAXX when he had the chance. It's quick, feels great in the hand, is well balanced performance-wise, and its battery is epic.

posted on 04 May 2012, 14:09 1

140. sgtdisturbed47 (Posts: 167; Member since: 02 Feb 2012)


They are being honest about the 4S, but one of the most common complaints about the 4G Androids (besides the Maxx) that customers have is the awful battery life.

posted on 04 May 2012, 12:25 14

69. ZEUS.the.thunder.god (unregistered)


"I'm not going to recommend a phone that's outdated." lmao

posted on 04 May 2012, 13:49 8

126. appleDOESNT.com (Posts: 432; Member since: 19 Nov 2011)


whats so funny? the 4S is a retread 4 that launched in summer of 11? 2 years old with a 5 year old 3.5" screen size, 3g, 512mb ram and a old and tired iOS..

YA, OUTDATED!

posted on 04 May 2012, 13:19 13

106. SuperAndroidEvo (Posts: 4015; Member since: 15 Apr 2011)


Those Verizon reps are saying the truth. Verizon said they are only going to sell LTE phones from now on. If a customer comes in looking for the best, LTE is where it's at. 3G is a snail now & they are 100% correct the iPhone 4S is outdated/obsolete technology.

They are doing those customers a favor. Now when someone says they want an iPhone 4S, they are doing the right thing & they are selling it to them. In other words they are not refusing the customer who want it outright.

There is nothing wrong with what Verizon is doing!

posted on 04 May 2012, 13:48 7

125. iamcc (Posts: 1319; Member since: 07 Oct 2011)


Yeah it's funny how slow 3G is... especially on Verizon. I had forgotten because I have LTE almost everywhere I go in CT but I was in Rhode Island over the weekend and wanted to hang myself.... only 3G and even that is spotty at best in that state.

posted on 04 May 2012, 14:43 2

148. Whateverman (Posts: 3198; Member since: 17 May 2009)


You think VZW's 3G is slow, ask a Sprint customer how they feel about their 3G speeds. I had the privilege of watching a Sprint iPhone trying to download Bump...it was not pretty. I havent seen 3G on my Razr yet, but I my Dinc 2 wasn't bad at all.

posted on 05 May 2012, 09:38

164. jsalovsk (Posts: 1; Member since: 05 May 2012)


U get it almost everywhere in CT?? Im from Bristol and it comes in 2 areas of Bristol. The 4G LTE coverage I've seen has been spotty at best in my neck of the woods lol.

posted on 05 May 2012, 20:26 1

173. Jarahawk (Posts: 43; Member since: 04 Dec 2011)


You better believe that every time a sales rep sells a non-LTE phone his manager is chewing his arse.

posted on 05 May 2012, 23:11 2

176. firelightx (Posts: 71; Member since: 13 Oct 2011)


Funny, I don't ever get chewed out for it. Quite frankly, I get paid MORE money for a 3G phone (commission-wise) because the price at which they retail vs. the price on contract tends to equal higher profits. Seriously, it's more financially beneficial to me to sell a 3G smartphone.

And yet I will gladly overlook that fact for the sake of having the integrity to get the customer into a phone that will run smoothly for them. Not only run smoothly now, right out of the box, but run smoothly for them two years from now, days before their next upgrade. I tell people all the time, "You're marrying this phone for two years, here. Let's make sure it's one you can like for that whole time." And the 4G phones have so much going for them. The faster processors, the better screens, the download speeds...

Why wouldn't I -want- to put a customer into one of those phones?

posted on 04 May 2012, 16:08

152. Doakie (Posts: 1251; Member since: 06 May 2009)


We are knew the iPhone 4S launched with two small of the screen and two slow of a radio this is no surprise to anyone.

posted on 04 May 2012, 10:37 8

2. MalakiMills (Posts: 256; Member since: 15 Jun 2010)


I can see why they would push super hard for 4G phones. I think if the iPhone had 4G it would probably be one of the first things they offered. It might also have to do with the subsidy hit they take with each iPhone sold so they are trying to get away from that. Who knows......

posted on 04 May 2012, 17:35 1

155. jskrenes (Posts: 209; Member since: 11 Dec 2008)


Right now, 4G is an easy way to get out of paying any subsidies to Apple. We'll see what Verizon does to make Android more appealing when a 4G iPhone hits.

posted on 05 May 2012, 20:28

174. Jarahawk (Posts: 43; Member since: 04 Dec 2011)


When a 4G iphone hits...then the iphone won't be outdated anymore. Apple needs to get the iphone 5 out there.

posted on 05 May 2012, 23:17 2

178. firelightx (Posts: 71; Member since: 13 Oct 2011)


It's called the Galaxy S3.

And the solid flexibility and integration that Android offers.

And the at-a-glance ease of use that the iPhone has yet to catch up with, thanks to it's stellar widgets and notification system.

iPhone's time is done and gone.

posted on 04 May 2012, 10:40 16

3. Doakie (Posts: 1251; Member since: 06 May 2009)


"and it's a status symbol you can't get anywhere else." As I walked around my local Wal-Mart which happens to be the most ghetto out of the whole area, with very obvious impoverished citizens I noticed the iPhone 4/4S is everywhere. I only saw one Android phone. Obviously it's not a status symbol about being richer than other smartphone owners. Maybe it's a symbol about fitting in and using the common smartphone like everyone else. IMO the iPhone is the phone for computer illiterate people.

posted on 04 May 2012, 10:47 14

7. ardent1 (Posts: 1997; Member since: 16 Apr 2011)


It should computer challenged, not computer illiterate since that term doesn't make sense. Literacy refers to reading and writing, not the use of a computer device.

posted on 04 May 2012, 11:35 3

26. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


Studies show you're wrong

posted on 04 May 2012, 12:01 11

41. -box- (Posts: 3789; Member since: 04 Jan 2012)


@taco And surveys say you're a fool. What does that prove?

posted on 04 May 2012, 12:01 5

43. tedkord (Posts: 4739; Member since: 17 Jun 2009)


All different levels of education, income and intelligence use the iPhone. I would, however, agree it's a good choice for those who aren't tech savvy. I consider Android a superior OS (IMO), but you do need to be a bit more knowledgeable to get the most out of it.

I mean, my wife has a Droid 2 (she prefers a hardware keyboard), and she gets by with it. But it could be so much better if she'd just try. She only just now, after over a year with it, figured out how to change the stock ringtones/alarms. It was doing the "DROOOIIIID" sound for every notification. She still hasn't put e-mail on it.

posted on 04 May 2012, 12:03 12

44. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


I agree. Android let's you tinker more, but there's plenty of android users who are not tech savvy at all.

posted on 04 May 2012, 13:11 4

101. -box- (Posts: 3789; Member since: 04 Jan 2012)


@taco Agreed, though that's true of any product. There are people who will buy a certain item because they've been told it's a good choice for what they want, whereas someone who is very particular about certain attributes will choose the same item because it meets those attributes they desire, and will, in theory, get more out of it and use it more to its limits. Cars, computers, appliances, even cooking pots and pans; there are 'power users' and casual users.

posted on 04 May 2012, 16:30 1

153. hutty24 (Posts: 84; Member since: 18 Oct 2011)


My girl can't even use her iPhone to its full potential but that's because she just doesn't have time for that she had the chocolate for like 4 years before she had the iPhone

posted on 04 May 2012, 20:19

158. ardent1 (Posts: 1997; Member since: 16 Apr 2011)


I agree tech savvy is far a better choice than "computer illiterate".

The iPad and tablets are visual products, i.e. using GUI thus reducing the need for literacy.

posted on 04 May 2012, 10:45 4

4. ardent1 (Posts: 1997; Member since: 16 Apr 2011)


Practically all cutting edge technology gets outdated over time. This is especially the case for smartphones ... in the android space, phones are constantly being updated leading to more cases of buyer's remorse versus iOS, respectively.

In six month, don't be shocked if Huawei clones the Samsung S3.

posted on 04 May 2012, 12:27 4

72. crysiswarmonger (Posts: 78; Member since: 06 Feb 2012)


Don't care who copies it or clones the best features to make a better system.

Most of the things I saw for the S3 yesterday are "app" related or slight hardware improvements. Apple did not invent the mp3 format or mp3 players... they copied that... oh I said it.

posted on 04 May 2012, 20:17

157. ardent1 (Posts: 1997; Member since: 16 Apr 2011)


Apple didn't invent the tablet -- that was MicroSoft; however, Apple sold more tablets in its first year than all MS-Intel based tablets to date coterminously, respectively.

What Apple is great at is making great consumer products. Inventing something and making great consumer products are two different things.

posted on 04 May 2012, 10:45 5

5. Twitch016 (Posts: 23; Member since: 26 Jan 2012)


I know a friend who's a rep said that a good portion of iPhone buyers come in and won't even consider other devices; they just want an iPhone for having an iPhone. I can believe that VZW reps would push other devices on those willing to listen. Any Android fan can list of half a dozen major features (LTE, screen size, removable battery, etc.) that iPhones simply don't have that people might care about. Can it honestly surprise us that VZW reps choose to push a plethora of devices with numerous features and feels over a single device and ecosystem? This isn't all that surprising to me, especially given the subsidy costs of iPhones that VZW has to eat.

posted on 04 May 2012, 10:46 2

6. thelegend6657 (unregistered)


BOO Verizon .
From what i read and see (although i am not american ) ATT is better than Verizon

posted on 04 May 2012, 12:04 2

45. 14545 (Posts: 1106; Member since: 22 Nov 2011)


What exactly have you "read and seen" regarding ATT and verizon? I've been with ATT/cingular, Sprint, and VZW, and of those three the only two I would use again. And ATT isn't one of them. Even though sprint had their fair share of network issues for me, at least their CS wasn't as bad as ATTs. And neither network had the coverage of VZW.

posted on 04 May 2012, 12:05 1

47. tedkord (Posts: 4739; Member since: 17 Jun 2009)


You read and see wrong. Verizon has much better coverage, far more 4G coverage and a better customer satisfaction rating. ATT does have faster 3G and 4G, if you can find it. I think ATT was ranked dead last in the last JD Power survey. Verizon has been first for years.

posted on 04 May 2012, 13:16 1

103. -box- (Posts: 3789; Member since: 04 Jan 2012)


It depends what your priorities are. If you want great customer service, better phone pricing, lower fees, consistent bills, faster data speeds, and a wider phone selection, more features for less money (mobile to any mobile being my favorite), among other things, AT&T is a better choice.
If your priority is for arguably better coverage at the expense of voice quality and data speeds, the Verizon would be a potential candidate.

That being said, each person has their own experiences, and absolutely no network is perfect.
I personally use T-Mobile US for my personal phone, have an AT&T phone for work, and if suddenly those got shut down, I'd probably go prepaid on a GSM carrier before going to verizon or sprint

posted on 05 May 2012, 18:53

170. iami67 (Posts: 318; Member since: 18 Oct 2011)


Hey -box- what world do you live in. Att is the king of fees they charge you for everything. The charge more for activation and upgrade fees. Verizon gives you a credit towards your upgrade of up to a hundred off depending on your plan att does not do that. As far as great customer service Att has won the award for worste customer service for 6 yrs running now while verizon has best customer services for about 5 yrs now. Check your facts before you sound dumb buddy

posted on 05 May 2012, 19:18

172. TROLL (banned) (Posts: 4851; Member since: 13 Apr 2012)


He's a apple fanboy...
We all no that, xcpt u.....

posted on 05 May 2012, 23:15

177. thelegend6657 (unregistered)


Box : I would say tmobile as I readed they have the lowest fees . But they dont have LTE (for people that need that ) , and their coverage wasn't the best (coverage wasn't a real issue here , because Malaysia is so small ) and t mobile's choice of phone is a letdown . They should get OneX with Tegra 3 because they don't have LTE yet They take the oneS and let AT&T spoil it with a snapdragon s4 . If you want s4 should straight away take one S . Btw I heard that AT&T is a little more expensive and their customer service sucks ( 2 things I can live with ) and GSM is always better than CDMA cause you can use it anywhere and can buy phones unlocked like last year a lot Americans like unlocked galaxy s2

posted on 06 May 2012, 14:31

185. BattleBrat (Posts: 1071; Member since: 26 Oct 2011)


All these apple fans defending AT&T, you do know that Steve Jobs was pissed at AT&T right? He hated them, Jobs made this game changer of a phone and AT&T screws it up with their crappy service. Think about it, iphone users (who generally aren't techies) coming in to Apple stores and calling apple up complaining about dropped calls, poor signal strength, lost text messages etc. You think Steve Jobs liked that!?! He used AT&T because he had to, they were the only ones at the time who would do things his way..
AT&T has gotten a lot better, but VZW is still the best.

posted on 05 May 2012, 19:16

171. TROLL (banned) (Posts: 4851; Member since: 13 Apr 2012)


Boo u eyesheeeeeeep .....
Ur trying to say boo to android , but in a smart way. U
Eyephag.....

posted on 05 May 2012, 23:09

175. thelegend6657 (unregistered)


We all do respect sir .
Do you ever saw I called an android fan droidsheep ?

posted on 05 May 2012, 23:20

179. thelegend6657 (unregistered)


Btw verizon's android update time is slower than AT&T .
Verizon ruin the galaxy nexus by putting bloat on it
Locked the bootloaders of its android phones .
TROLL : stop trolling and get a life

posted on 04 May 2012, 10:50 3

8. mas11 (Posts: 1029; Member since: 30 Mar 2012)


Verizon is pushing Android because it's their specialty. Heck they have their own brand of android phones, the DROIDS.

posted on 04 May 2012, 10:54 10

9. Borrie69 (Posts: 22; Member since: 14 Jan 2012)


Verizon Reps (from all the ones i have talked to in TX, FL, WA, GA, HI) are more tech savey and their knowledge about cell phones is more about performance over money. They are offering the better phones compaired to the ***phone 4S.
Spec wise, performance wise and durability wise Andriod models beat the Gapple models in every way

posted on 04 May 2012, 11:01 6

10. jamrockjones (Posts: 345; Member since: 26 Oct 2011)


That AT&T rep is a dbag. iPhone is a status symbol you can't get anywhere else? What are you high? I can think of plenty of places, including Walmart! What's the status? I have a $200 in my pocket? I like small screens? I love being raped by manufacturers? Ha, beats me.

posted on 04 May 2012, 11:01 4

11. theoak (Posts: 320; Member since: 16 Nov 2011)


It is no secret Verizon wants to move folks over to LTE as fast as they can.

If the 4S was LTE, this would not be in the news.

This has nothing to do with Droid/iOS/HTC/Apple/Samsung/Motorola. It is all about getting folks off of 3G onto LTE.

That's it.

posted on 04 May 2012, 11:10 1

13. Borrie69 (Posts: 22; Member since: 14 Jan 2012)


Yes and no. Yes it is somewhat about moving everyone off the 3G and onto the 4G. Yet at the same time it is also about the buyer. If the buyer is buying a product then you want to sell them the best products that you have. Why would you sell them something that is garbage, 2nd tier and sub quality then the other products that you have? Yes Gapple fans will will the f*ck out and dislike this and cry. But the fact of the matter is that Android is FAR better in every way then Apple is. The techs know this so they try to help people get the best product that they have.

posted on 04 May 2012, 11:20 2

16. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


You're a troll and ignorant

posted on 04 May 2012, 11:58 2

38. iamcc (Posts: 1319; Member since: 07 Oct 2011)


LOL! Good one taco!!

posted on 04 May 2012, 11:24 1

21. theoak (Posts: 320; Member since: 16 Nov 2011)


I still think it is 80% getting folks to LTE though. Verizon has spent a boatload of money in LTE and only have something like a 5% adoption rate. People are realizing that for email and Facebook, that they don't need 4G ... so they purchase the cheaper 3G phone for next to free. This is why Verizon has said, short of Apple, that this year they will only offer LTE models. Period. Verizon claims that their 3G network be be overloaded in a few years, and so they NEED folks to be on LTE. If people keep buying the 4S, these folks get locked in for 2 years, which means of course that Verizon needs to keep 3G up longer than they want to. In two years, the only folks left on Verizon 3G will be Apple users. While LTE users might not mind that, ultimately Verizon wants folks on LTE.

posted on 04 May 2012, 11:30 3

23. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


You're dead on oak. Nice intelligent comment that's grounded in reason and facts. Rare around here.

posted on 04 May 2012, 12:44

84. tedkord (Posts: 4739; Member since: 17 Jun 2009)


I don't disagree entirely, but I think it also might be the heavy subsidy on the iPhone - most other phones are more profitable for Verizon, plus have Verizon bloat like VZNavigator, which can lead to more revenue.

But, yes they want people on 4G - especially with tiered data, where you can blast through 4GB in 2 days.

posted on 04 May 2012, 11:06 3

12. ECPirate37 (Posts: 90; Member since: 14 Jul 2011)


I think at the end of the story CNN should have said, "And they're right. The iPhone 4S is a sub-par phone". I have nothing against Apple or the iPhone. It serves its purpose. But, I think Verizon is just calling a Spade a Spade.

posted on 04 May 2012, 11:19 2

14. Sniggly (Posts: 7000; Member since: 05 Dec 2009)


And knowing CNN, they're presenting this as a bad thing. I mean, today they have a story about why it's good to rein in Google.

posted on 04 May 2012, 11:20 7

15. troybuilt (Posts: 155; Member since: 16 Dec 2011)


This is the most epic line of all time: "The iPhone is a great phone, but it's on 3G," said one representative at a Verizon Wireless store in midtown Manhattan. "I'm not going to recommend a phone that's outdated." They released the iPhone first on Cingular "AT&T" and it was already outdated the day of release. It only supported 2G service and no MMS. People were still willing to pay for an out dated phone. Sometimes I ponder their stupidity. The iPhone 4S is still out dated with 3.5G HSPA+ that they claim is 4G and even updated the phone to only show 4G. It's not LTE. LOL @Doakie. You got that right. People with iPhones are computer illiterate. I find it funny to walk in Wal-Mart and seeing multiple iPhones strapped to people's belts like it's a gun or something. You'll be standing in line, one iPhone goes off, they all feel the need to grab their belts and check their iPhones that have the same ringtones. HAHA. Stupidity goes a long way.

posted on 04 May 2012, 11:32 2

24. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


It had no mms and yet was still the best phone out here. There must be a reason.

It's funny that you think you're better than people because you may be more knowledgable about cell phones. Let me guess you're a call center/sales rep.

posted on 04 May 2012, 11:43 4

29. troybuilt (Posts: 155; Member since: 16 Dec 2011)


LOL! Well, you got me pegged. How'd you know? Wow! That says alot for your talents as a taco stand employee.

posted on 04 May 2012, 11:47 2

32. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


So because you know more about YOUR JOB that makes you smarter than people? Does your mechanic call you an idiot because he knows more about cars than you?

If you were actually knowledgeable you'd try to match the customer with the best product instead of bashing Apple.

Sniggly further proof of my theory. Basically every android troll that bashes Apple is a call center/sales rep.

posted on 04 May 2012, 11:58 4

39. troybuilt (Posts: 155; Member since: 16 Dec 2011)


You know more about selling tacos than most people. How's that going for you?

posted on 04 May 2012, 12:09 5

52. atheisticemetic (Posts: 377; Member since: 18 Dec 2011)


and the best product for a customer is NEVER an iphone Taco...we want quality, not a popularity contest

Apple doesnt pay him commission on new data, the product is actually a piece of crap.
I dont like apple products but they make a decent laptop, but for me to actually LOGICALLY recommend a phone that i get in week after week with problems is simply put...stupidity

"If you were actually knowledgeable you'd try to match the customer with the best product"

and because you're not a sales rep you dont have a clue, so quite frankly...put a sock in it :)

posted on 04 May 2012, 12:14 3

59. troybuilt (Posts: 155; Member since: 16 Dec 2011)


HAHAH "and the best product for a customer is NEVER an iphone Taco...we want quality, not a popularity contest" that's so true. Well, put and written. Like my comment about walking into Walmart and you see multiple people walking with their iPhones attached to their hip and very few other phones. Maybe find one or 2 android phones. If you want to be apart of a "click", then the iPhone is best for you.

posted on 04 May 2012, 12:25 2

70. taco50 (banned) (Posts: 5506; Member since: 08 Oct 2009)


Oh look another sales rep troll

"the best product for a customer is never an iPhone"

Height of ignorance right there. Theres lots of people who the iPhone is a good fit for. iPhone is the number one phone in enterprise for example. Business people need a good phone. Android is more a toy to tinker with.

iPhone has the least amount of issues out of any phone. This has been proved over and over through studies. Android has a return rate of as high as 40%.

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