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| What do you think about the reception problems with the Apple iPhone 4 |
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Last Updated
30th o June, 2010
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Apple has upset a lot of people with it's fiasco in regards to the iPhone 4 reception problems. Tell us what you think about this situation and what you would want Apple to do?
Here's how Apple is training their customer service reps to deal with customers complaining about the poor signal or reception problems. Below is an internal memo from Apple to their Apple Care Reps:
Apple Care Reps must follow the following procedures when dealing with any customer complaining about iPhone 4 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.
Clearly Apple is taking the position that nothing is wrong with the antenna, although that’s not surprising since most companies will never willingly admit their flagship product is potentially suffering from an unfixable flaw. But does anyone else find it interesting, if not troubling, that there is no mention of an impending software fix?
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