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TheBlueCat

Why Are Mobile Phone Shops So Unremittingly Sh*t?

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I don't use these places very often but, when I do, it's always for something really simple yet, inevitably, there is something to make the experience miserable. For example:

1. they never have half of what's on the walls actually in stock.

2. there's always a queue of a million other people in there trying to do something simple that, for no good reason, takes an age.

3. the staff never know _anything_ about the product.

4. whatever stupid compter system it is they use to tell you 'X isn't ever going to be in stock despite being advertised inside and outside of the shop for the last month' is always 'down', whatever that means.

5. in the unlikely event the computer system is working, it takes 10 minutes for the retard using it to do something that should take 10 seconds.

With all the competition in that particular market, you'd think that someone would have figured out how to set up a phone shop that wasn't so utterly and completely vile.

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I have to disagree. The phone shops here in HK - I use 3 - have smart staff who are well motivated and sort out any problems in 0.2 nanoseconds. Wait! Do you think it is because the tax regime means they keep 100% of what they earn?! D'ya'think?

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They - the UK ones - are not designed for people who know what they want or who have the time to work out what they want. They are basically high pressure sales vehicles IMPO to get people to sign up for phone contracts and then have their phone delivered a few days later.

They are very effective at this as the bosses of such places are billionaires are they not.

Clued up people buy phones direct now and go with firms like giffgaff.

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My brother does (did) work in one. Vodafone. He does have a clue - total expert on phones and gave a great service. However about 3 mornths ago they had a big change on the floor from customer service being #1 to sales sales sales sales - and yet more sales.

He is now leaving as cannot handle the stress.

Their senior managers clearly have no clue. The public do not want a sales pitch - they want a helpful expert.

******ing idiots.

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My brother does (did) work in one. Vodafone. He does have a clue - total expert on phones and gave a great service. However about 3 mornths ago they had a big change on the floor from customer service being #1 to sales sales sales sales - and yet more sales.

He is now leaving as cannot handle the stress.

Their senior managers clearly have no clue. The public do not want a sales pitch - they want a helpful expert.

******ing idiots.

Compare that to "Richer Sounds"! All seem to know their shit there, and consequently can recite my credit card number, better than I!

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Their senior managers clearly have no clue. The public do not want a sales pitch - they want a helpful expert.

******ing idiots.

That is UK management summarised across the board

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Boiler rooms. Their call centres just as bad.

I used to get fed up of upgrading phones and I only did it every couple of years as it always took 3 or 4 lengthy negotiations to get down to a deal I was happy with.

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Compare that to "Richer Sounds"! All seem to know their shit there, and consequently can recite my credit card number, better than I!

Sounds like the place I would like to shop if I was imto music a lot :)

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That is UK management summarised across the board

Pretty much. They don't seem to realise that a knowledgeable staff will bring profits and sales without even trying.

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They - the UK ones - are not designed for people who know what they want or who have the time to work out what they want. They are basically high pressure sales vehicles IMPO to get people to sign up for phone contracts and then have their phone delivered a few days later.

They are very effective at this as the bosses of such places are billionaires are they not.

Clued up people buy phones direct now and go with firms like giffgaff.

I remember that for a time shops did not have live phones to test just dummy phones.imo O2 is the better one for testing. Pushed a cheaper Samsung android phone to crash there. Cheaper online and maybe able to add a voucher codr or cashback.Though you don't get the support of shop normally typing and getting codes to fix annoying controls at setup.

Agree that in my peer group they have had bad experiences with contracts. For a start now the contracts are too long compared to the product lifecycles. A few I think allow you to upgrade mid contract. If one wanted the latest phone they would go on contract but typically latest phones I saw bundled with low minutes, and key low data. It may have changed now.

Are the contracts like hire purchase type arangemrnts with option to buy at the end?

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That is UK management summarised across the board

Pretty much. They don't seem to realise that a knowledgeable staff will bring profits and sales without even trying.

Describes my experience working inretail. No wonder the UK is losing ground to the Chinese and Indians on the global stage.

Senior staff members treating their staff with contempt isn't a recipe for a successful business model. Even those who made up the greasy pole to Management never seemed to figure that one out.

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I tried to buy a phone once at the Carphone Warehouse. The sales assistant couldn`t get the barcode on the box to scan, so told me I couldn't have it and if I wanted one I`d need to go to their other shop the other side of town. So I'm left standing in a shop with a sales assistant holding an item that's in stock that I want to buy, I`ve got the actual cash in my hand, but she won't sell it to me. Unbelievable.

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Describes my experience working retail. No wonder the UK is losing ground to the Chinese and Indians on the global stage.

It's not just retail

Somehow, sometime, 'talking the talk' took over from 'walking the walk' in the UK.

Perhaps because the latter just get on and do and can't be bothered with the greasy pole.

Bullsh1t Britain.

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I tried to buy a phone once at the Carphone Warehouse. The sales assistant couldn`t get the barcode on the box to scan, so told me I couldn't have it and if I wanted one I`d need to go to their other shop the other side of town. So I'm left standing in a shop with a sales assistant holding an item that's in stock that I want to buy, I`ve got the actual cash in my hand, but she won't sell it to me. Unbelievable.

You don't try go shopping very often then ?

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I tried to buy a phone once at the Carphone Warehouse. The sales assistant couldn`t get the barcode on the box to scan, so told me I couldn't have it and if I wanted one I`d need to go to their other shop the other side of town. So I'm left standing in a shop with a sales assistant holding an item that's in stock that I want to buy, I`ve got the actual cash in my hand, but she won't sell it to me. Unbelievable.

I have not worked in retail but would have thought she could key in thr number in the barcode?

I saw this item in a shop that looked great. Unfortunately it was part of the display and not for sale! The display was better than the products!

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This difference in culture struck me in a big way in Germany. When I lived there, I was constantly impressed by the way that retail assistants were so knowledgeable about their stock and the pride they evidently took in this. In the UK, we simply don't consider retailing to be a skilled job and it inevitably results in unmotivated staff on minimum wage with a high turnover rate who know very little about the product they're selling.

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I have not worked in retail but would have thought she could key in thr number in the barcode?

I saw this item in a shop that looked great. Unfortunately it was part of the display and not for sale! The display was better than the products!

In a way we all work in retail now with all the self service tills. She couldn't be bothered to even try that. Absolutely useless.

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Sounds like the place I would like to shop if I was imto music a lot :)

Even though the shop name is Richer Sounds they do sell tellies, projectors, DVD and Blu-ray players as well. Back in the 1980s there were separate Richer Vision shops as well which dealt with the visual stuff, where you could buy the latest technology in VHS or Betamax players.

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Up until a few months ago Apple stores would only sell you an unlocked full price phone, now they will also offer to show you through all the contract offers available using an ipad app and can sign you up on the spot. Anyone working in a mobile phone shop thats nearby to an Apple store must be sh11ting bricks at the prospect of losing half their customers (and all the biggest spenders).

Now common sense would have them competing by offering better customer service, but I have a feeling that won't happen - they will probably do the opposite, although I'm not sure how they could offer a much worse service other than just punching everyone who walks into the store and running off with their wallet.

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Up until a few months ago Apple stores would only sell you an unlocked full price phone, now they will also offer to show you through all the contract offers available using an ipad app and can sign you up on the spot. Anyone working in a mobile phone shop thats nearby to an Apple store must be sh11ting bricks at the prospect of losing half their customers (and all the biggest spenders).

Now common sense would have them competing by offering better customer service, but I have a feeling that won't happen - they will probably do the opposite, although I'm not sure how they could offer a much worse service other than just punching everyone who walks into the store and running off with their wallet.

Do they still have those "geniuses"?

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I tried to buy a phone once at the Carphone Warehouse. The sales assistant couldn`t get the barcode on the box to scan, so told me I couldn't have it and if I wanted one I`d need to go to their other shop the other side of town. So I'm left standing in a shop with a sales assistant holding an item that's in stock that I want to buy, I`ve got the actual cash in my hand, but she won't sell it to me. Unbelievable.

Now that reminds me of comet. :)

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The only time I have entered a mobile phone shop is to request a replacement battery for my very valued but not the going upgraded version, all bells and whistles..."no we don't sell batteries, you will have to buy a new phone"......but I don't want a new phone, so left....never again....I got my replacement battery and subsequently a replacement for the replacement battery on-line cost a tenner...happy bunny. :)

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I did three years in retail, was an expert in what I sold, and did my best to provide good customer service- sometimes for whatever reason it just can't be done, and despite your best efforts you can't do the right thing by the customer. In 2003 I was making £13k as the assistant manager of the store, I outsold everyone there, and they still demoted me for not managing well enough. I was glad to walk.

The last time I bought any tech from a specialist retailer was a printer from the PC World at the end of the road. They were out of the one I wanted, so I asked to buy the display model. They couldn't find the box. It fell to me to suggest I take the brand new unused one out under my arm, provide my own usb lead, power cable and cartridges, and bung them 20 quid for the privilege. I was surprised when they accepted!

Nowadays I buy all my tech of the internet unless a supermarket or the likes of Cash Converters make my an offer I can't refuse. I don't expect or even want any salesmanship any more!

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