Complaints came pouring in about the iPhone 4’s reception issue as soon as it launched. Steve Jobs, Apple’s CEO, claimed that iPhone 4 users were holding the device wrong, though he held it the same way in the WWDC keynote presentation. With rumors of a fix being in the works, Apple is taking other measures to attempt to remedy the problem.
In what seems to be an effort to deny that there is a real problem here, Apple has reportedly given its Apple Care reps a procedure to follow when customers call to complain about the poor reception.
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.
Though Apple may not own up to the iPhone 4’s poor signal strength, possibly due to a design flaw, they are currently searching for new Antenna Engineers. Ironically, these job listings were posted the day that users started reporting reception issues.
So the question is, Would you still consider purchasing an iPhone 4 if you have to use a Bumper, or learn to hold the phone in an extremely awkward way? Post your thoughts below.