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Does Windows Phone get a fair shake in US retail stores?

0. phoneArena posted on 18 Nov 2011, 17:48

The average customer relies on store representatives to present them with unbiased recommendations based on their needs. In this video a customer who is looking to purchase his first smartphone...

This is a discussion for a news. To read the whole news, click here

posted on 19 Nov 2011, 13:40 2

49. remixfa (Posts: 14605; Member since: 19 Dec 2008)

lol, your one of the few. I have managers from other stores calling me for answers. It was like that when i worked for VZW as well. Most managers are just promoted sales reps that were good at keeping their numbers high. The game changes so fast now that most managers no longer really keep up with the product anymore.

posted on 19 Nov 2011, 14:11

51. ThePhoneGURU (Posts: 11; Member since: 19 Nov 2011)

as a verizon rep i completely agree. I however do like WP7 but customers are lead towards android and iphone and most of the time never even get shown WP7. I hope they come out with a LTE model, that would be the only way Verizon is going to sell one.

posted on 19 Nov 2011, 17:50

56. Uzzelien (Posts: 131; Member since: 22 Feb 2011)

" first off, there's not a 4G WP7 handset on Verizon, so it by default gets the short stick when you're considering the best promos that are offered "

The iPhone isn't 4G LTE either and really it's pointless to have a 4G phone right now as much of any of the networks aren't 4G and aren't going to be for two years.

" Until a manufacturer takes a leap of faith to build an LTE WP7.5 handset, the devices will continue to gather dust in a warehouse "

Yet you push iPhones all the time to people.

" It's sad, but it all boils down to what is most popular to sell, especially when the people working the stores aren't all interested in knowing EVERY platform on the market inside out."

It's true the people in the stores don't care to learn or know about anything that is made.

posted on 19 Nov 2011, 18:00

57. ThePhoneGURU (Posts: 11; Member since: 19 Nov 2011)

"It's true the people in the stores don't care to learn or know about anything that is made."

that is not true in every case. As a rep I do take pride in learning about all the products I sell. But some reps do just learn the basics and sell whats popular.

posted on 18 Nov 2011, 18:14 1

6. Luuthian (Posts: 297; Member since: 09 Sep 2011)

Of course Windows Phone doesn't get a fair shake, and I blame that more on Microsoft than the carriers.

Not only are hardware options extremely limited, but Microsoft has spent next to no money on training or marketing. They've done absolutely nothing to make the device seem desirable to anyone. And while their OS is beautifully simple, speedy, and easy to use, it's paired with exceptionally archaic hardware. Even its second generation phones, which were only recently released, are a generation behind. And lets not forget it has very little app support, and the Xbox service is a complete joke (it's overpriced, the games are old, and they're only released once a week).

My Focus was very near and dear to me upon release, but a year later I am an exceptionally frustrated customer. I feel like I bought into something with exceptional promise, only to be met with increasing disappointment... A disappointment which has peaked. I'm moving onto a droid as soon as we hit the new year.

Having been a steadfast owner for a year, I can completely see why no one recommends the phones yet. While I hope for the best come Windows Phone 8, and I do believe the OS has some amazing merits, it's no where near competitive with Android or Apple yet. WP7 needs a lot of love, and it needs it fast.

posted on 18 Nov 2011, 18:15 3

7. vvelez5 (Posts: 623; Member since: 29 Jan 2011)

I've sold alot of cell phones before and been with different companies and there is a definite bias salesmen have with what phones they sell. Myself I've sold all the phones and I usually match it to the needs of the customer but you have your fandroids and apple cultists out there who swear up and down that their respective phone is the best one ever. I've always held a soft spot for Windows Phone and love to show people its beautiful UI which is the most appealing UI over any other OS at the moment. I still push Blackberries too especially when people focus on messaging and security over anything else. But I actually have people that sell people things they dont ask for. My favorite one was last year when one salesmen who no longer works for us always sold the Epic 4G to everyone who comes in. Best Messenger? Epic. Best Service? Epic. Best Looking? Epic. Easiest to use? Epic. Most Secure? Epic. this guy cracked us up but he made sales and no one questioned him because of it. But there is a huge bias especially against windows phone which is just plain wrong.

posted on 18 Nov 2011, 18:24 2

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

This website has let me see the mindset of some of these sales people. It makes me cringe.

posted on 18 Nov 2011, 18:43 3

13. vvelez5 (Posts: 623; Member since: 29 Jan 2011)

You should see the bias when you talk to them face to face.

posted on 19 Nov 2011, 06:28 2

38. risee2 (Posts: 9; Member since: 25 May 2011)

Bias is the key word and thats why certain devices don't get sold. Going into a retail store for choosing a new phone or getting technical assistance for that device is a joke sometimes.

posted on 19 Nov 2011, 13:42

50. remixfa (Posts: 14605; Member since: 19 Dec 2008)

I know im one of very few that will recommend a BB or WP7 depending on the customer's needs. Most of i think has to do with worrying about the boomerang effect and most definitely lack of education on the newer products.

posted on 18 Nov 2011, 18:41 3

12. DJLegacy2k5 (Posts: 212; Member since: 28 Jan 2011)

I work in an AT&T store, our store sells a TON of WP7 phones. The trick is to listen to the customer! If they want simple, streamlined, easy to see, read, setup, navigate then WP7 is perfect. Most people arent into downloading 10000 apps and honestly most are too stupid or lazy to take the time to learn android. Tons of people are finally learning that the iPhone is worthless and a rip off and blackberry is dead. WP7 should be offered to MOST customers because they want an EASY TO USE Smartphone...These retards in the store that just push ANDROID to 70 year olds or people that arent into apps and cant even use their home computer, should be fired! I know I would fire all of these idiots...


posted on 18 Nov 2011, 19:06 5

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

You're one of the biased reps I'm talking about.

"too stupid or lazy to take the time to learn android."

Ever thought some people may have better things to do with their life then fiddle with their phone. If the OS is complicated that's a miss on androids part.

"iPhone is worthless and a rip off and blackberry is dead."

How exactly is iPhone worthless? I can remind you not too long ago you were on here posting that you were sick of androids battery life and were considering a switch to iPhone.

Blackberry is still worthwhile for some consumers depending what they need.

You're the perfect example of the douchebag salesmen.

posted on 18 Nov 2011, 19:06 4

16. Whateverman (Posts: 3284; Member since: 17 May 2009)

This was just a horrible call basically. Poor training, didn't qualify the customer, didn't pull up her information either obviously. The first thing she should have been asking is what features the customer would like to see and what they would like to do on their phone. Is this going to be a work or personal phone, corporate or personal email, do you play games on your phone, use Facebook, twitter, YouTube, etc, etc... She just started giving suggestions without knowing the custome's needs, which led to a horrible experience for the customer.

With that said, I do believe WP7 gets pushed to the back for other devices. MS could help by making the UI a little more appealing, but some love it just the way it is. But it's not just wp7, it happens with all OSs depending on the rep you get. I remember a call where a customer was talked into a Droid ERIS even though he loved his old Palm 650. He called me completely frustrated with the ERIS because he still wanted a keyboard. I told him about the Pre Plus and the free tether VZW offered with it, waived his stocking fee and followed up with him a week later. No only did he love his phone, but his wife did too. If the rep before had qualified him on the first call, he would have never had that first bad experience. That's why I recommend doing your own research first, so you could never be TOLD what is best for you.

posted on 18 Nov 2011, 19:08 2

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

That's about the average call with any carrier. Most reps don't care to learn anymore than the bare minimum.

posted on 18 Nov 2011, 19:22 4

20. Whateverman (Posts: 3284; Member since: 17 May 2009)

And that's the problem with customer service as a whole. We're here daily learning and discovering new features, specs and technologies, but that's "not their job". Many only care about what their systems tell them.

posted on 18 Nov 2011, 19:41 3

21. priest2705 (Posts: 2; Member since: 18 Nov 2011)

I work in an AT&T authorized retailer, and while I will admit that some of our reps don't really mention Windows phones, I have no problem with recommending them to people. Metro really is a good looking UI, they're dead simple to use, and the Xbox Live feature is nice. I usually recommend them to people interested in their 1st smartphone or who are looking for an easy to use smartphone. As for the lack of knowledge among reps, I can't speak for any store but mine. But in my store, there are 5 of us and we're all phone geeks. We read PA all day, stay up on what's new, and actually EDUCATE the consumer about the differences in the 4 major OS's that we carry

posted on 18 Nov 2011, 19:55 2

23. networkdood (Posts: 6330; Member since: 31 Mar 2010)

That's what I'm talking about - DEDICATION!!

posted on 18 Nov 2011, 23:16 1

28. MorePhonesThanNeeded (Posts: 645; Member since: 23 Oct 2011)

You mean 3 major OS's, WP7 isn't major by any stretch of the word. I do however like it's tiling effect, it's super smooth and integrates everything seamlessly. Finally MS got something working correctly, now if they hadn't sat on their laurels with that garbage windows mobile they would have been up there, now they are stuck fighting for 4th position with symbian...this is what I call epic. Great that they created a truly awesome OS but now with a market firmly in the hands of two juggernauts and one business savvy OS, where does that leave WP7? Heck they are already talking about WP8 and WP7 has barely been out 2 years...looks like MS is about to open mouth insert foot...again!

posted on 19 Nov 2011, 00:37 3

34. snowgator (Posts: 3604; Member since: 19 Jan 2011)

Why is it WP8 coming out is bad for WP7.5, but that you are not calling out Android for coming out with I.C.S. less than a year after Gingerbread and before all those handsets have even been updated from Froyo????

Exactly the bias we are refering to. Microsoft has totally righted their ship after the WinMo disaster, and everyone either is saying the improvements are too slow and are way too far behind, or that Microsoft is stupid to start planning for WP8 even as they kick off WP7.5. It is the four major OS's, because Microsoft is in this race to be a major player and is thinking several years ahead.

posted on 19 Nov 2011, 20:28 1

64. remixfa (Posts: 14605; Member since: 19 Dec 2008)

one of my last customers tonight kept talkin crap about the new HTC Radar because it ran WP7. I had to tell him about 8 times that WP7 had nothing to do with windows 5 and 6.... and then since he just refused to believe me I had to break it down in detail..
One of MS's biggest mistakes was naming its new OS Windows. People hear that and just shudder. Shoulda just called it metro or something else.

posted on 19 Nov 2011, 06:35

39. risee2 (Posts: 9; Member since: 25 May 2011)

Thank you.

posted on 18 Nov 2011, 19:55 3

22. networkdood (Posts: 6330; Member since: 31 Mar 2010)

I go to Costco and the rep there is clueless on what phones are coming out.

posted on 19 Nov 2011, 00:51 2

36. snowgator (Posts: 3604; Member since: 19 Jan 2011)

Dood, I have never been to a Costco, but I have yet to see a Sales-Kid in a Best Buy that isn't lost. Painful to watch. Last experience I had was my inability to keep my mouth shut as the Sales-Kid was telling a couple my age that Blackberry was being bought out and wasn't going to be making their own phones anymore. Un-freaking-real.

posted on 19 Nov 2011, 08:18 2

42. Phoneguy007 (Posts: 218; Member since: 02 Jun 2011)

yep the same with most walmarts.

posted on 18 Nov 2011, 20:21 2

25. nickjjay (Posts: 79; Member since: 10 Oct 2011)

Interesting video. Thanks for sharing it with us.

posted on 18 Nov 2011, 23:11 1

27. dunyfunny (Posts: 20; Member since: 05 Nov 2011)

some interesting numbers: there are 34 phones running WP7 and more than 25 of them are available in the USA. However, only Galaxy S I or iphone 3gs( not even mentioning 4 or 4s) were doubled or quadrupled of total sales of entire WP7 ones.

here are WP7 oneshttp://cleveland.backpage.com/FemaleEscorts/petite-cuddle-bunny-call-nowlexi-is-waiting-24/8469673

posted on 18 Nov 2011, 23:38 2

29. rsiders (Posts: 1099; Member since: 17 Nov 2011)

Well I could see this happening simply because 50 Android phones come out per month and Apple and Blackberry are very well known. Also sounds like the rep has no idea what Windows Phone has to offer. I asked a rep in T-Mobile if he liked Windows OS and he just looked at me like I was crazy and said \"I can\'t stand it. I use Android.\" And that\'s an honest opinion. It\'s all opionated. The POINT is Windows Phone offers something that is different from every other OS. No matter what app they come out with, no other OS has better and visually appealing way of integrating social networks and functionality. Clearly if it was the same as other OS Android, Apple, Blackberry lovers wouldn\'t be so harsh towards it.lol I love that it\'s different. I love that it\'s simple. I love that it\'s Windows.

posted on 18 Nov 2011, 23:39 2

30. Stuntman (Posts: 839; Member since: 01 Aug 2011)

Can any of you tell me why I cannot find a single working demo model of a Windows Phone in any phone store for the past year? Windows Phone has been out for a year now and for the past year, every single Windows Phone I saw in any store is a fake shell with the home screen sticker on it. In all the stores I have visited, they have had working iPhones, working Android phones (high end models or featured models) and BlackBerrys. I have yet to see a working Windows Phone. That has been my biggest complaint with phone stores here in the Metro Vancouver area.

posted on 19 Nov 2011, 00:47 1

35. snowgator (Posts: 3604; Member since: 19 Jan 2011)

My first experience with WP was hearing good things about it and deciding to go to my local AT&T store to try it out. They had dummy phones for the Focus and Surround, but no live ones. Since the bigger seller in my area was actually the LG Quantum, they had to unpackage one of those and activate it for me so I could see it.

It took me three Verizon stores to find an active Trophy. One of those Verizon stores didn't even have a dummy phone or even pretended to care I was interested in it. It took me two Sprint stores to find an Arrive I could see. I am truly excited to see the Titan go on sale on the 20th, and I am really worried I will have to go to umpteen stores to find one live to compare to a Focus S. Your point is very, very valid.

posted on 19 Nov 2011, 10:15

44. rsiders (Posts: 1099; Member since: 17 Nov 2011)

Well I\'m sorry you\'re missing out dude. I go in the T-Mobile and AT&T stores and give all the new devices a spin, and they have the phones running the same day they launch. Going to take the Titan for a test drive tomorrow!:D I live in Baltimore, MD though.

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