The Reader

You must have missed # 5 ;-)

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.

On Tue, Jun 29, 2010 at 16:56, Mark <hargrme@gmail.com> wrote:

> 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/>
> <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:
> > - Subscribe to Boy Genius Report using Google Reader
> > - Get started using Google Reader to easily keep up with all your
> > favorite sites
> >
> > [Non-text portions of this message have been removed]
> >
> >
> >
>
>
> [Non-text portions of this message have been removed]
>
>
>
> ------------------------------------
>
> Yahoo! Groups Links
>
>
>
>

[Non-text portions of this message have been removed]

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