BGR appears to have nabbed a document being distributed by Apple corporate to AppleCare reps tasked with handling
iPhone 4 customers miffed with the antenna performance fiasco -- and for the time being, the recommendations are focusing on managing expectations, not fixing the problem. In a nutshell, reps are being instructed to pass on a more politically correct version of
Steve's email by telling customers that they should "avoid covering the black strip in the lower-left corner of the metal band." Interestingly, they agree that bumpers might fix the problem, but they're emphatic in saying that they "ARE NOT appeasing customers with free bumpers – DON'T promise a free bumper to customers." And yes, that statement is complete with caps and bold in the source document, so they mean business, it would seem. If it's any consolation, Apple says that "the iPhone 4's wireless performance is the best [they] have ever shipped," but let's be honest: for those zapping their calls into the afterlife every time they brush their phone the wrong way, it's not much consolation at all.
posted June 29th 2010 5:52PM
@Aphus It's an issue for some but I'm seriously convinced that at this point it's being blown way out of proportion for reasons I don't comprehend.
@Aphus
I tested 20 display units in my local Apple store, and every single one of them had the signal drop from full five bars to one bar within 20 seconds. Haven't bought an iPhone 4 yet. And I won't part with my money until there's acknowledgement that there is a problem, and a fix has been implemented.
@MikeUK so, they have 20 iphones on display at your apple store? Interesting..........
@Ziggieboi LOL.
The representative says to me "I've been asked not to give them (bumpers) away. Sorry about that."
They're asked specifically NOT to give them for free. The guy mentions this to me after, "You could buy any other case and it'll solve the problem."
My thoughts... Why the hell would I buy a case to solve a problem with your product that I already paid money for?
Do they think we're idiots?
@egydarceyes
Yes they think you are stupid.
@egydarceyes
>My thoughts... Why the hell would I buy a case to solve a problem with
>your product that I already paid money for?
Because if you purchase a case and it solves the reception problem that's good for you and you also are buying yourself a little more protection for your investment for a few dollars more. Think of it as damage insurance.
It's either that or return your iPhone which is still going to cost you.
@egydarceyes
"... and it'll solve the problem"
oh oh, that's not Apple sanctioned language. Remember, there isn't a 'problem'. All cell phones act this way.
People are going to buy the iPhone already, that's already a given. Apple knows they don't have to do anything because they will not lose any customers.
Is it me or does everybody commenting NOT even own the iPhone4. I think the most amazing part of the newest iPhone.. is that 99% of the people talking about it dont even own one. Good or Bad.. publicity still sells. No wonder why they sold 2 million in 1 weekend.
Yes I own one. Yes I bought a bumper. No I dont have any complaints.
@Daekwan wonderfully put! I'm sure you are 99% correct! :)
@Daekwan I do not own an iPhone 4. I do own a 3G and iPad and am sadden that STEVE-O screwed up on this one, he needs to learn his lesson. Kick some ass.
I don't think this is about the money. I appears that apple is trying make it unapparent that the iphone 4 is flawed. Apple giving away a cheap case with each phone that already probably has a huge markup price, will not put a scratch on their wallet at all. However, admitting fault in one of their products will put more than a scratch in their reputation with their customers. Damaging their reputation will probably affect their profits in the long run, where as a phone case with a phone will probably not.
If Apple gives out cases for phones for free to fix the problem, then they are admitting to the public that there is a problem. By saying "Hold it differently" or "avoid covering the black strip in the lower-left corner of the metal band", Apple is just providing instructions to direct the consumer on how to use the phone; they do not at any point say there is a flaw in the phone or there is a problem with the phone by providing those instructions. Apple is trying to fix the problem as much as possible without having to admit there is a problem.
@Chillasaurusrex if it was flawed, everyone would have this issue and they don't.....
@Ziggieboi
Oh this doesn't affect everyone? If so then I was wrong in saying it is flawed.
But since this is a mass produced product and millions are made and distributed and there is a significant enough number of iphones users with this problem, then something(s) is flawed somewhere. Whether it be the design of the phone, the manufacturing process, or both.
It's even possible that the skin of the people who are having the problem (whether it be sweaty-ness or something else) or other properties of their hand may be causing the problem. If that's the case I dont think Apple or many other companies would think about that being a possible cause of a problem, but it may be.
@Ziggieboi
Hasn't it occurred to you that different people are capable to conduct electricity to varying degrees? There is definitely a design flaw in the iPhone 4. There is a reason why the new design have those gaps in the frame, just as there is a reason why humans are able to bridge those gaps. The rest is Steve Job's greediness.
Spend different.
I like the iPhone, but as someone who sells the damn thing I am already sick of people calling about this. It makes me sound like an idiot when my only options are to tell the customer to hold it differently or spend 20 to 35 dollars on a case.
Plus as someone who hates cases on any electronic product, just the suggestion of spending more money after I bought the phone would just be annoying if not enough to make me rethink keeping the phone all together.
I am an Apple fan and own a couple of their products but I always wait until the second build of anything they make for this reason.
@o0oo0oo just hold it different
@stabbytheicepic Yeah customers are delighted when I tell them that.
Won't stop people from buying it, won't stop people from moving out of the apple ecosystem, won't stop people from white knighting apple. Won't stop journalists that have apple stock, or think the app store will save newspapers from glossing over huge issues on reviews(aka engadget).
Mine isn't having the issue, but that is just ri-damn-diculous. LEAST you can do is give people that over-priced bumper you're selling for $30, which probably cost you all of .50 to make.
And people will still worship Apple like the second coming of Christ.
Apple facing possible iPhone 4 class-action lawsuit: http://business.financialpost.com/2010/06/29/fp-tech-desk-apple-facing-possible-class-action-lawsuit/
@Xax In 5 years everyone that ran out and bought an iphone 4 the first 6 months before the redesign will be given a 50 dollar check/gift card to itunes.
@Xax
Wil there be the day when american citizens learn that those outrageous lawsuits paying out enormous amount of money only make the lawyer a rich men?????
This has nothing to do with the peoples rights, nothing!
@iRACK +1 The lawyers never have nor will they ever care about the rights of the American citizen.
I side with Apple on this one. It's a great phone. Works great. A piece of cellophane tape fixes the problem if you even have it. Washing your greasy hands once in a while might do the trick, too. Quite whining.
@sonicwind It's an obvious flaw in the hardware that even the manufacture acknoldges.
How can anyone side with apple?
@sonicwind It's an obvious flaw in the hardware that even the manufacture acknowledges.
How can anyone side with apple?
@stabbytheicepic Quite easy to side with Apple. A.) They didn't force anyone to buy the phone. B.) The same problem DOES occur on other phones. C.) The user can always return the phone if it bothers them that much.
@sonicwind
Yeah, it's your hands fault!
Stupid hand.
@stabbytheicepic I get everyone's point. Not sure why I'm being so diplomatic in this case. I love bashing Apple. I've owned several iPhones. I own an Evo now. I noticed back on the 3G, that holding the phone by the top resulted in more bars, you can search online, while there was lots of talk about it, it was never considered a serious flaw. I think this new issue has an even greater effect, because rather than just simply blocking the antenna, it actually shorts 2 antennas reducing their effectiveness. Still, the phone still works even when you do that. It simply does not cause the phone not to work as advertised, therefore it's no big deal. You can do lots of things to improve or reduce your reception on radio devices. You can stand on the roof or wear lead gloves. It's a cool little phone. I think Sprint is more at fault with their 4G service because it really doesn't work very well. It practically doesn't work at all inside buildings. Now that's something to complain about.
Either buy the bumper or stand within 10 meters of Chuck Norris for optimal reception
Yes its an issue, but hardly as simple to reproduce as "brushing your phone the wrong way". Not defending the design but....it DOES occur on MANY other phones. Go look on Youtube...lots of videos showing Nokias and other phones doing the same damn thing. The answer is simple....if it bothers you either don't buy it, of if you already have....return it and get your money back. ALL of your money back. But if you think there is going to be an easy fix in the next week or so, you're dreaming. That would take a complete redesign.
I have my new 32 gig iPhone 4 and I'm as happy as a lemming going over a cliff, except for one thing:
I'm on pins and needles waiting for the first available black bumper, calling AT&T stores and Apple stores daily.
Somebody needs to just smack me.
@Urrl Call China, they have plenty.
@Urrl
i can understand why. those bright pink and green bumpers would totally detract from what is the most beautiful phone that I have ever seen (but will never own because of, well, problems like this :-/).
Wait I thought this was a software fix? /s A slap in the face to Apple customers, $30.00 for rubber that doesn't even cover the back? WOW
Ha Ha Ha! God just told the FanBoi's FU.
Expectations? Ok then. I'll expect Apple to over prioritize small aesthetic tweaks over proper functionality out of a core feature of the device. It's stupid considering those bumpers that they don't want to give out could prevent another lawsuit down the road due to its fragility ( phones are almost always dropped sometimes under typical use, and if a significant chunk can't survive long without a bumper with typical accidental abuse, it is a flaw).
@MrPointedHelix what world do you live in? Dropping electronic device, device breaks its a flaw?
Its your stupidity thats all.
Anyone priced a bumper on eBay recently?
im not gonna buy this thing.
What does a bumper cost for an iPhone 4? 29.99 for a 3 cent piece of rubber! SMFH They could get give them away and still make a profit! Don't get me wrong i LOVED my iPhone 3G but AT&T has a dog network here. Im glad i switched to Sprint and got an EVO 4G.
@nkucyk They won't. It's pride with apple. They are incapable of admitting they do bad designs or in this case F up. Giving away a free bit of rubber to 'fix' there phone is suicide with there marketing department. It's admitting the phone is crap. The mainstream media would jump all over that.
Lets think this through: Do you really think that Apple has the capability right now to supply every iPhone 4 user a free bumper if they want one? (everyone will want one... believe me. Who says no to free stuff?) Absolutely not.
its complete bullshit!
I have a question. If by holding the iPhone where the antennas are disrupted, the body is absorbing the transmission. Does this increase the radiation for the handset to body or head rating than it is actually listed?
@zeroth when waves hit skin, it converts to heat so actually you would be protecting yourself from the evil cell phone waves.