The iPhone 4 became the talking subject last week after many devices were reportedly losing signal when gripped in certain ways. There were rumors of Apple updating iOS 4 to try to resolve the issue. However, the update was supposed to be released yesterday. Thus far, the company has just refused to accept there’s something wrong with the device.
The Cupertino-based company is so close-minded that it’s training its retail store employees to deal with the situation as poorly and terrible as its PR department and even its CEO Steve Jobs have. According to leaked internal troubleshooting procedures, employees are basically told to deny the antenna issues and advise customers to avoid handling the device in ways that cover the black strip on the antenna. Additionally, Apple tells employees to suggest customers to buy a case and to not offer any for free.
This is how Apple wants its employees to deal with the iPhone 4 antenna issues when confronted by affected customers:
- 1. Keep all of the positioning statements in the BN handy – your tone when delivering this information is important.
- 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.
- 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.
- If you are experiencing this on your iPhone 3GS, avoid covering the bottom-right side with your hand.
- If you are experiencing this on your iPhone 4, avoid covering the black strip in the lower-left corner of the metal band.
- 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.
Erictric suggested that the least Apple could do is offer free bumpers to affected customers. As you can see, the company will not accept that its newest iPhone has an antenna or signal issue. Everyone with an affected device must resign themselves to purchase a rubber case, hold the device in a way that doesn’t cover the antenna, or deal with bad signal.
It’s incredible that the company is handling the situation is such a poor close-minded manner. These individuals are paying hundreds of dollar for the device, and this multi-million dollar company refuses to give away $29 rubber cases to affected customers? The worst thing is that close followers still applaud this type of action. Unbelievable.
[ via BGR ]