Apple’s party line on iPhone 4 reception problems leaked

It was reported earlier today by Boy Genius Report that they had received a leaked document providing guidance on how Apple Store staff should treat complains about bad reception on the new iPhone 4.   This documents makes it clear that Apple is well aware of the reception issues and that it is sticking by the “it’s-normal with mobiles” position that was first championed by the Steve Jobs in one of the short emails he has been sending users of late.

The following is the full set of instructions contained in the document as published by Boy Genius Report:

  1. Keep all of the positioning statements in the BN handy – your tone when delivering this information is important.
    1. 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.
    2. 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.
    3. If you are experiencing this on your iPhone 3GS, avoid covering the bottom-right side with your hand.
    4. If you are experiencing this on your iPhone 4, avoid covering the black strip in the lower-left corner of the metal band.
    5. 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.

Boy Genius Report questions if people don’t find it troubling that there is no mention of an impending software fix.  I’m not expecting one any time soon.  Let’s face it, if this is really a serious hardware design issue, finding a “software” solution for it at any time would be pretty incredible, finding it in a couple of weeks is probably too much to expect.  After all, if they already knew what the solution for the problem was they quite probably could have fixed it before complains where popping up all around.

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One Response to “ “Apple’s party line on iPhone 4 reception problems leaked”

  1. Simply amazing. You know I think that Apple is facing all of these issues because they rushed to make the iPhone 4. Android more than likely caused this. However, Steve needs to give an official statement and soon. Until then we can only speculate.

    Any how theres this article at http://getyourgadgetsgoing.com/ called “iPhone 4 Is In But The Problems Are Out: Complete Overview”

    Check it out for the complete listing of iPhone 4 issues and one that you may yet have heard of but still might be experiencing.

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