Apple's internal training docs for iPhone 4 signal problems leaked

Alex Wagner
Editorial Director of News and Content from  Omaha, NE
| Published: June 29, 2010

iPhone 4

There has been a lot of noise on the Internet lately about the iPhone 4 and its reception issues.  Apple's stance on the issue is that any phone will lose reception if you cover the antenna with your hand.  What would happen, though, if an AppleCare representative was confronted with an iPhone 4 with a reception issue?  Boy Genius Report has the answer to this question, as they have received some leaked training procedures for dealing with iPhone 4 reception complaints:

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.

It's not surprising that AppleCare reps are taking the same position as the rest of the company when it comes to iPhone 4 reception.  What is surprising, however, is how adamant the company is that they are not giving out bumper cases to solve customer problems.  Apple might take a hit by giving out so many free bumper cases, but that would be better than making customers upset by doing nothing about their signal problems.  Still, giving out free cases could be seen as Apple admitting that they made a design mistake, something that they would never do.  What do you think of Apple's stance on the situation?

Via Boy Genius Report

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