Exposed: AppleCare Training Document On iPhone 4 Reception Problems

This week, BGR claims to have received a copy of Apple’s internal training documentation for assisting AppleCare staff with handling customer issues regarding the iPhone 4 reception problems.

The document, detailed below, instructs representatives to work with the customer to diagnose the issue but when issues appear when the iPhone 4 is held at the lower left corner or the iPhone 3GS is held at the bottom right side, customers are told to hold the phone differently or use a case.

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.

From the document, it would seem that Apple is taking the position that nothing is wrong with the iPhone 4 antenna. Telling customers to hold the iPhone differently or to use a case are not solutions to this signal problem.

The part I like the best is the Apple representatives are told not to promise free bumpers to customers experiencing the reception problem. In other words, expecting customers to pay an additional $29USD to get their already $200+ device (on contract) to work.

[BGR]

Reports on iPhone news, reviews apps and accessories. Also an armed ninja with an iPhone 4S.

  • Joker Eh

    So in the end their engineers were not that bright because they didn’t think about how people hold phones which has been the same way since phones were invented.
    They could have moved both antennas to the bottm of the phone or the top either or. And Steve and Apples comments in the last week have me starting to think about other options.

    I am sorry Steve and Apple, but putting a case or skin on a $900 device is not what I was thinking about and defeats the purpose if you ask me, why didn’t you just build it with the bumper in place if thats what I need to use the phone? And $30 for it, are you serious? You must be. It is like going to buy a new BMW M5 and then find out that if you go to sit in the car it will start but will shut down and lose power quickly until you go buy seat covers for it so you can drive it the way it was meant to be driven. Stupid is it not? No wonder why you didn’t use the 3G service in the keynote even when you had wifi issues and the 3GS loaded anyways. Because the way you were holding it would have caused you to lose signal.

    I am want something that is worth the money that I paid for it. And the 3G was that except when you started adding updates that made my 3G crawl in anything it does.

  • HK

    Thats why I'm starting to hate apple .. and I'm now debating whether I should get the iPhone .. loved it at first, but I would never buy a phone that has reception issues .. i.e. a phone that doesn't work properly as a phone

  • Anonymous

    I've got a 3G and am considering going to a 3GS. It will do almost everything the iPhone 4 does. I don't really need the fancier camera layout for video chatting. And I can do without the reception problems that seem to be an issue in iPhone 4. As for the better screen resolution, big deal. The screen is still too small to do anything useful with. I could even be swayed to go to a nice Blackberry at this point.

  • Joker Eh

    So in the end their engineers were not that bright because they didn't think about how people hold phones which has been the same way since phones were invented.
    They could have moved both antennas to the bottm of the phone or the top either or. And Steve and Apples comments in the last week have me starting to think about other options.

    I am sorry Steve and Apple, but putting a case or skin on a $900 device is not what I was thinking about and defeats the purpose if you ask me, why didn't you just build it with the bumper in place if thats what I need to use the phone? And $30 for it, are you serious? You must be. It is like going to buy a new BMW M5 and then find out that if you go to sit in the car it will start but will shut down and lose power quickly until you go buy seat covers for it so you can drive it the way it was meant to be driven. Stupid is it not? No wonder why you didn't use the 3G service in the keynote even when you had wifi issues and the 3GS loaded anyways. Because the way you were holding it would have caused you to lose signal.

    I am want something that is worth the money that I paid for it. And the 3G was that except when you started adding updates that made my 3G crawl in anything it does.

  • Just don't hold it that way.

  • Amero

    Just don't hold it that way ???? WTF is wrong with you ?

    Your way of thinking is what encourages corporations to ride on our backs and sell us bad products for expensive prices.
    Next time Apple wont care if the iphone doesn't have good reception, wont take pics, to listen to music you would have to hold it on a certain angle.

    There are some really messed up people in this world.
    Fight for your rights!