The Reader

I think free bumpers for all!

Mark

On Tue, Jun 29, 2010 at 3:52 PM, Bill Boulware <bill.boulware@gmail.com>wrote:

>
>
> http://feedproxy.google.com/~r/TheBoyGeniusReport/~3/-naose1j6Zk/<http://feedproxy.google.com/%7Er/TheBoyGeniusReport/%7E3/-naose1j6Zk/>
>
> 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?
>
> Things you can do from here:
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>
>
>

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