What a silly question.
Do you think every out-of-warranty situation is a repair? Half of them are software issues related to Apple ID, iCloud, storage full, and even just backing up.
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Apple Reportedly Advised Technicians to Push iPhone Upgrades to Customers With Out-of-Warranty Devices
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What a silly question.
Do you think every out-of-warranty situation is a repair? Half of them are software issues related to Apple ID, iCloud, storage full, and even just backing up.
"Technicians were told to push iPhone upgrades to consumers with out-of-warranty devices."
In what context would a technician be engaging a customer in the manner in which you describe?
Also, even in the scenario you describe, I'm not sure what is inherently wrong with that sales tactic.
Suggestive selling. It’s like salesmanship 101. Is this seriously an article, and are we actually supposed to be feeling some emotional anxiety over this or something?
1. Apple sells phone.
2. I break phone.
3. Apple sells me another phone.
SCANDALOUS!
Next thing you know, I’ll be taking a carton of sour milk back to the grocery that’s past the expiration date and someone will have the gall to suggest I buy another gallon!
1. Apple sells phone.
2. I break phone.
3. Apple sells me another phone.
SCANDALOUS!
Next thing you know, I’ll be taking a carton of sour milk back to the grocery that’s past the expiration date and someone will have the gall to suggest I buy another gallon!
Yes they will have to watch it in the UK, we have much stronger regulations and laws, fit for purpose is a great one. I can see this tactic of Apple leading to misselling if they aren’t careful, and that gets huge media attention and heafty fines. No doubt the technicians can earn extra money form their sales.
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[doublepost=1549667646][/doublepost]It would be irresponsible for them not to do this. This is standard business practice. Nothing shady about it. Your device is broke, expensive to repair, might as well buy a new one. How is this worthy of an article?
Last month, Apple lowered its revenue guidance for the first quarter of its 2019 fiscal year by up to $9 billion due to fewer iPhone upgrades than it anticipated, primarily due to economic weakness in the Greater China region.
A few months prior to the announcement, Apple began heavily promoting iPhone XR and iPhone XS trade-ins with a limited time promotion, prominent banner on its website, emails to older iPhone users, store signage, App Store editorials, and other uncharacteristically aggressive tactics aimed at boosting sales.
Bloomberg's Mark Gurman previously reported that Apple reassigned some of its marketing staff to focus on bolstering sales of its latest iPhone lineup in late October, around the time the iPhone XR launched. The report cited an unnamed source who described the efforts as a "fire drill."
In a report this week about Deirdre O'Brien succeeding Angela Ahrendts as Apple's retail chief, Gurman elaborated a bit more on Apple's tactics to promote its latest iPhones, claiming that the company advised its technicians to "push iPhone upgrades to consumers with out-of-warranty devices."
Senior retail staff were also tasked with making sure other employees were suggesting upgrades, according to Gurman:We presume this refers to Genius Bar technicians at Apple Stores, but there is also a network of Apple Authorized Service Providers, some of which double as authorized resellers that offer the latest Apple products for sale.
It's unclear if the tactics had any influence on Ahrendts stepping down from her position. Unlike her short-lived predecessor John Browett, who reportedly pushed Apple retail employees to aggressively upsell products, Ahrendts focused on the experience with free Today at Apple creativity sessions and more.
Last month, Apple CEO Tim Cook admitted that "customers are holding on to their older iPhones a bit longer than in the past." In a letter to shareholders, Cook said Apple is undertaking and accelerating initiatives to improve its results, such as making it simple to trade in a phone at its stores.
Apple's reported efforts to push iPhone upgrades creates an interesting juxtaposition. On one hand, the company's environmental chief Lisa Jackson recently said customers using its devices longer "is the best thing for the planet," and on the other hand it is more aggressively encouraging customers to buy a new iPhone.
Skip to 1:23:51 mark for Lisa Jackson's comments
Whether the tactics are effective will be harder to gauge going forward, as Apple no longer discloses unit sales in its quarterly earnings report. Apple forecasted revenue between $55 billion and $59 billion in the current quarter, which would be down from $61.1 billion in the year-ago quarter.
Article Link: Apple Reportedly Advised Technicians to Push iPhone Upgrades to Customers With Out-of-Warranty Devices
YES, this! they tried to push me to upgrade to an XR after telling me replacing my battery wasn't worth $50 to get 6% more life even though there was no explanation for the quick power drain. Android here I come.
Many are saying here that other companies try to push-sell/up-sell/badger customers, so there is nothing wrong with Apple doing it
The thing is that Apple didn't used to be an ordinary company, it behaved differently, and this was a main part of the attraction that gave Apple trust and respect from customers, and it brought in business.
Now Apple is throwing this all away, hoping that having the same sales tactics and lack of respect as a used car yard or a fast-food joint is going to increase sales over the long term. Good luck with that.
The thing is that Apple didn't used to be an ordinary company, it behaved differently, and this was a main part of the attraction that gave Apple trust and respect from customers, and it brought in business.
Now Apple is throwing this all away, hoping that having the same sales tactics and lack of respect as a used car yard or a fast-food joint is going to increase sales over the long term. Good luck with that.
If your battery was only depleted 6%, then they are right, $50 isn’t worth it. If they couldn’t find any answer to the power drain what other option did they have?
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Spare us the revisionist/romanticized history and hyperbole.
There is no situation where an out-of-warranty repair is more expensive than a new device.
Replacing a destroyed iPhone 8 Plus costs $399. The cheapest new iPhone is the 7 at $449.
Oh come on! she saw the writing on the wall where Apple is heading... jeez give her some credit.
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Does the water cost $750 - $1400?
Amazing how some don't get this. Weird. I guess some people having zero self control could start getting the shakes with someone suggesting options. Such drama. Anything to feel like a victim. Scandalous!
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I get it that iPhone sales are down. That's Apple's problem though. What discourages me is that Apple has become so wasteful in recent years. They don't want anyone to fix their computers or phones, won't sell part parts or help prolong product life whatsoever. There's nothing in Apple's DNA anymore that says they're Eco-friendly. Or any other large competitor for that matter.
It's too bad people are so quick with the comments like "Wow newsflash, company that sells products tries to sell more product". That doesn't serve anyone but a handful of rich people running/owning Apple. We're never going to achieve right to repair or prolong product life with that approach. It's sad to see this steady decline, and more sad to see so many cheering it on.
It's too bad people are so quick with the comments like "Wow newsflash, company that sells products tries to sell more product". That doesn't serve anyone but a handful of rich people running/owning Apple. We're never going to achieve right to repair or prolong product life with that approach. It's sad to see this steady decline, and more sad to see so many cheering it on.
Jesus, no it's not:
"Technicians were told to push iPhone upgrades to consumers with out-of-warranty devices."
An out-of warranty device is not eligible for an upgrade. Do you go around telling your customer's "use our product and you will be able to upgrade (but if you've been with us before we'll let you do it anyway)?
Business as usual for those that want to succeed. The customer can always say no. Not a big deal. Not sure why the obvious needed a front page article.
Then say "NO". If you owned a business, you would do the same thing. If a customer says "YES" to buying a new device, then the onus is on the customer at that point. Apple just made a suggestion that the customer said yes to. No problem with that. It seems to me that the people complaining about being 'pressured' are people that cannot say NO when asked a direct question and like to blame the person that asked rather than themselves. ALL BUSINESSES WOULD RATHER SELL YOU A NEW PRODUCT THAT FIX AN OLD ONE. KEEPS THE CYCLE MOVING FORWARD. WOW!
Wow, I've been going to Apple stores since they've existed. They have always suggested to customers to buy new if it was an option. The light is now being shined more brightly because sales have slowed. But it's ALWAYS been there.
If you or anybody truly believes Apple was any different than any other huge multinational corporations that’s on you drinking the Marketing koolaid. I love Apple products and admire the company but it’s always been shareholders first, as legally it should be.