Yes! I finally do have an iPhone4 much to the dismay of my relatives & friends. If you are close enough to me, you open your inbox to see meaningless pictures of Temple University train stations, countless pictures of fall colors, sunsets and many “Sent from my iPhone emails”. Not quite a nightmarish experience to my Facebook friends as they must be pretty accustomed to my pace of updating my status messages.
But quite surprisingly, I haven’t blogged about my experience of buying the iPhone4 at all until today. I haven’t had a chance to. This 3.5inch and 137grams baby has consumed all my time ever since its delivery! 
Don’t be totally deceived by the fancy looking and huge space Apple retail stores that are out there. I took an early train to Ardmore (suburb of Philly) to get the phone on the very day that I was eligible to buy the phone. I had my passport, social and most importantly credit card ready for the purchase. I went there and there was a young lad helping me buy the phone and we almost closed the deal. He asked if I had an ID. I showed him my Indian passport. He says he will be right back. He comes back and tells me that an Indian passport is not valid. The very identification that has given me the right to entry into United States has been declined. The reason: our system won’t let us accept any other form of ID other than US issued ID (state/federal). I told him I had the 2nd most important document i.e. my social on me. He said “sorry”!
So lets get this straight. A while later after I walked out of the store unhappily wasting my commute money, I called the manager innocuously asking what ID would be required: he says any photo ID. I told him I had an Indian passport and social on me, he said “Come right in and get the phone”. Then I explained what exactly happened. He puts me on 8 minute hold and tells me the same thing what the young sales guy told – “Our system will not accept any other form of ID other than state or federal issued IDs”
So my question is: You sell one of the most technologically advanced products and you do not have the IT/IS to support a valid form of ID – an ID that has given me permission to come to this country and an ID that gives me the permit to have alcohol?
So you are telling me that you drive out any foreigner who actually has a valid ID?!!!
Rule #1: Customers don’t like to hear excuses especially when they have gotten their facts right!
Rule #2: You ain’t a manager if you say things like “I am sorry I was unaware of how far our system takes us” and place your customer on hold for 8minutes.
It’s not just about running fancy store and having a bunch of store salesman. Its about serving your customers especially when we are in Web 3.0 era where a blogger like me can sit at home and whine about the treatment I received at the retail store of the most innovative company!
Oh btw if you are still wondering how I got the phone, I made a trip to AT & T store and got it hassle free. At least I know how Apple retail stores function!
October 11, 2010 at 00:13
You actually paid for commute? hehe.. Welcome to the US, the very rules that screw their sales. Apple really needs to look into this, especially when they have the Iphone4 unlocked for sale, which most tourists would buy before they leave the country.
October 12, 2010 at 10:36
I am sure if they have foreign customers for unlocked phones where they will be able to make $400 upfront without the tie up with AT & T, their information systems will take them where ever they wish to go! In this case, they will sell it to an alien from another planet too!