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  • AppleCare Leak: No Warranty Service, No Free Bumpers


    AppleCare reps are being given careful instructions about what to say and how to handle customer complaints about iPhone 4 reception, according to a purportedly leaked document being featured on Boy Genius Report. Among other things, the doc tells reps to "not perform warranty service" and "DON'T promise a free bumper to customers."

    Apple's official position since the issue was first reported has been, as Steve Jobs said: "There is no reception issue." The doc stresses that reps should "keep the positioning statements in the BN" (whatever that is) "handy:" these are talking points like "The iPhone 4’s wireless performance is the best we have ever shipped" and "Gripping almost any mobile phone in certain places will reduce its reception.... it is a fact of life in the wireless world." Reps are reminded that their "tone is important" while discussing this issue.

    What the document does not do is discuss any imminent firmware fixes -- or, for that matter, any fixes at all. They seem to be handling this as a customer communication issue only; only if your iPhone is having reception issues lying flat on its back without you touching it are you going to get any warranty service, unless you can somehow convince the AppleCare rep to go off script.

    The script, however, is pretty strict:

    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
    It's got to be painful to be working the support lines at AppleCare these days: you're getting calls from (justifiably) angry customers and being told by your boss to watch your "tone."
    This article was originally published in forum thread: AppleCare Leak: No Warranty Service, No Free Bumpers started by Paul Daniel Ash View original post