So apparently the reception problems on the iPhone 4G are reaching levels where Apple feels they need to make sure their customer service people are aware of it. According to a document leaked to BGR, the problem isn’t with the phone (or the network) it’s that you’re not holding your new phone properly
That’s right everyone, the problem isn’t the fact that Apple had the bright idea of putting the antenna in the most likely place for you to hold the phone, the problem is that you’re holding it wrong. If you were holding your phone properly, you wouldn’t be having these problems!
I call bullshit on this one, to me Apple is trying to spin a bad design idea into some type of “it’s not our fault” situation. This makes me think of the movie Fight Club and how the protagonist is trained to deal with automotive recalls. So there you have it. Either hold your shiny new phone properly, buy a case for it, or slap some electrical tape over the antenna portion.
Oh, and for your entertainment, here’s the document that leaked, containing exactly what you will be told if you call Apple and complain about your new phone:
1. Keep all of the positioning statements in the BN handy – your tone when delivering this information is important.
a. The iPhone 4’s wireless performance is the best we have ever shipped. Our testing shows that iPhone 4’s overall antenna performance is better than iPhone 3GS.
b. Gripping almost any mobile phone in certain places will reduce its reception. This is true of the iPhone 4, the iPhone 3GS, and many other phones we have tested. It is a fact of life in the wireless world.
c. If you are experiencing this on your iPhone 3GS, avoid covering the bottom-right side with your hand.
d. If you are experiencing this on your iPhone 4, avoid covering the black strip in the lower-left corner of the metal band.
e. The use of a case or Bumper that is made out of rubber or plastic may improve wireless performance by keeping your hand from directly covering these areas.
2. Do not perform warranty service. Use the positioning above for any customer questions or concerns.
3. Don’t forget YOU STILL NEED to probe and troubleshoot. If a customer calls about their reception while the phone is sitting on a table (not being held) it is not the metal band.
4. ONLY escalate if the issue exists when the phone is not held AND you cannot resolve it.
5. We ARE NOT appeasing customers with free bumpers – DON’T promise a free bumper to customers.
Before you start in on me “hating” Apple, please realize this article was written on a Mac, while I listened to my iPod Touch. So no, I don’t hate Apple. I just hate when corporations screw up then refuse to admit it.
Am fine with this article. But i’d like to observe the notion the author is propagating here. Do you have to be an apple lover to publish info on an unfair business stance? In order for this article to be accepted as credible, the author would have to be an apple-lover? Are we afraid of Apple?
I think it’s more a rivalry issue than credibility. The recent phone flame wars remind me of sports rivalries. The notion being that its a lot easier to be judgmental about a “team” if you cheer for the opposite side.
If a Chicago White Sox fan blogs that the Chicago Cubs management screwed fans over by claiming they had revolutionized pitching, and they bring in a pitcher with no arms, he’d be accused of being biased and/or a hater.
Now, say a die hard, unapologetic Cubs fan (rare as they are) says the same thing, it comes across as credible. It ‘must’ be a huge deal for a true fan to criticizes his team.
As a fan of the mobile industry as a whole, I’d say that sitting in a stadium with millions of fans yelling at each other makes it a lot more interesting to watch :-)
No, the reason I wanted to make it clear that I use Apple products, is to avoid having my stance dismissed as being written by a “hater”. I’m not a huge fan of Apple, but I do like some of their products.
Why are you worried about your stance? Regardless of how much you defend your article up front, the fanboys will still claim you are a hater. So why bother?
I’m just trying to head off some of the pointless arguments. I’m not trying to defend my position, I just get annoyed with some of the comments that mindlessly attack with “You just hate Apple!”. I’m actually pretty neutral on the subject.
Apple isn’t willing to admit they made a major manufacturing mistake in the new design. They are placing all blame on their customers, which is never a good thing to do when it comes to customer service. It’s a great way to lose your customer base.
(No, I don’t own an iPhone; yes I own a DROID; yes I own an iPod)
How do you know if the leak source is legit?
Because it doesn’t sound like Apple at all.
bullshit. when does antennas start going to the bottom and not the top…since when I know nothing about reception and wireless I know that antennas should be at the top….even a cockroach antenna is on its head. Apple u fail on this one.
Not supporting Apple here, but you are obviously misinformed.
The reason antennas are on the bottom is to circumvent travel of radiation into the ear. This is how it is in most phones on the market (Nexus One, in example) and it’s an FCC regulation.
Apple is doing it right by putting it on the bottom, they just made a really terrible design decision.
You can hate on Apple (or any company for that matter), but please at least be more informed about these things than Apple fanboys. Otherwise you look like a total idiot.
Here is what I say about the reception problem:
http://www.appgiveaway.com/articles/2010/Jun/use_your_iphone_with_your_right_hand_and_wipe_your_arse_with_your_left.html
I just don’t understand why Apple can’t just give out the bumpers for free? Those things can’t cost more than the goodwill they are losing over this issue. Just say “hey we tried to improve and we messed up. Here’s a 25 cent rubber bumper that’ll fix the issue. Now get back to talking about how great we are!”
Aw, boo hoo! I don’t like ‘oo any more! Apple is the best and you SMELL! I hate you! I HATE YOU ALL!!!
Wow. This is just pathetic.
Bottomline, Apple is at fault and doing everything they can to avoid blame. The released a fault product, and I believe knowingly. I find it hard to believe that the iPhone 4 was not fully QA-ed. If it was, it shows a level of incompetence unrivaled at Apple. If Jobs thinks it’s not a big deal to just hold their product differently then why didn’t he show us how to and why at the dev conference?
It’s just pathetic. I noticed the issue within a day of purchasing my iPhone 4. I took it to the store, and the rep said that it would work if i had a bumper or cover. My reply is why is that the solution? Asking your customers to fix the problem by having to purchase another accessory is ridiculous. The rep agreed and said that was what he was told to say and apologized (this proves that some were already aware of the issue on day one if not before). He said he thought there should be an iOS update on the way soon. I called Apple and got the same response.
I will gladly join any class action suit. Apple appears to be telling early adopters and loyal customers to go screw them selves and deal. No apology, no useful solution or update provided. I say those who are likeminded and feel Apple’s stance is unacceptable all go en mass to return their iPhone 4 on July 18th (i.e. The last day Apple allows for return, 14 days).
Would be so sweet if even a fourth if the supposed 1.7M iPhone 4 buyers returned the brick back.