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Sent to you by Bill Boulware via Google Reader: Leaked: Apple's
internal iPhone 4 antenna troubleshooting procedures via Boy Genius
Report by Boy Genius on 6/29/10



The antenna issues plaguing the iPhone 4 have infuriated many iPhone
users (and rightfully so), but have you ever wondered how Apple is
training its employees to deal with the fiasco? Well thanks to one of
our Apple connects, we now know the exact procedures AppleCare reps
must follow when dealing with any reception complaints regarding the
iPhone 4. Here they are.

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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