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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
    Comments 139 Comments
    1. tudtran's Avatar
      tudtran -
      Free bumpers is better than recall
    1. bobright's Avatar
      bobright -
      I can attest to this, tried getting my phone replaced for the reception issue and they said we arent offering replacements for reception issues. Which is ********.

      Should I demand a refund? Thing is im now on a contract. If I get a refund and repurchase one since they wont "replace" it would I be opening a NEW contract if I re-purchase?
    1. Excel Wiz's Avatar
      Excel Wiz -
      I want that bumperrrrr
    1. silentfire619's Avatar
      silentfire619 -
      Quote Originally Posted by jdm.accord View Post
      Thought I'd share this in case other people have this issue as well: my iPhone 4 has the much publicized reception issue BUT ONLY when its connected to wifi. It also refuses to push my mail when on wifi. When I turn wifi off or I'm out of range of a wifi connection, I CANNOT get the 3G reception to fade no matter how I touch it and it pushes my mail religiously.

      When on wifi, if my left hand gets within 2 feet of it (mostly joking), it loses all reception almost immediately (including wifi) and won't push mail. I've tested this repeatedly in front of friends with the same result every time. Very, very strange. Its like the reception issue is tied to the wifi antennae or something.
      I just tested that and for me it does not matter if I am connected to wifi or not I still lose signal.
    1. rhekt's Avatar
      rhekt -
      I don't think the bumper will solve anything. As it will be covering up exactly what apple says not to cover. Besides I notice most of my bars droping when I place it in the xtand. If you know what this is it only covers the four corner sides and nothing else. As soon as I take it out and lay flat or hold *daintily* it's fine.

      I would also like to note once I did the diagnostic on the AT&T app as well as a few data failure submissions. My reception has gone to 4-5 bars steady. So, not sure.
    1. javiert30's Avatar
      javiert30 -
      Quote Originally Posted by StealthBravo View Post
      I'm glad that my free bumper is already in the mail
      I had mine today, looks fine, and really protect "My Precious"
    1. jdm.accord's Avatar
      jdm.accord -
      Quote Originally Posted by silentfire619 View Post
      I just tested that and for me it does not matter if I am connected to wifi or not I still lose signal.
      What about mail, is it pushing it regularly or only sporadicly or not at all? I have yet to have a message pushed while on wifi
    1. ampdrinkr8's Avatar
      ampdrinkr8 -
      i for one personally whould like to know about the people who ...waited inline for multiple hours on launch day ... purchased the iphone 4 .. dock and BUMPER .... i payed 30.00 for my bumper ... so for people like me who went the extra step and payed for THE BUMPER ....now people are getting them free... i for one am not satisfied with this.. what are your guys opinions on this ??
    1. ro0oney's Avatar
      ro0oney -
      Although iPhone 4 is having a lot of problems ppl r still buying it!
      Like for instance u can't make a video call unless u have a wifi! and yet, not any wifi a gd one for a better performance.
      Another thing, the camera.. 5 megapixel? R u kidding me, new phones now r up to 8 and 12!!
      Plus, I sooo wasn't thrilled by the name "iPhone 4" y 4? if someone can plz clarify, I was so disappointed when the g wasn't there on the first day the phone was intorduced.
      I wanted u new iPhone but am so glad I didn't get u
    1. iphone925's Avatar
      iphone925 -
      Well everyone can email them or call this law firm I have already emailed them and also left a message to Jennifer CONSUMER INVESTIGATION: iPHONE 4 Dropped Calls and Reception Problems they are getting ready to file an class action law suit on apple for this
    1. rhekt's Avatar
      rhekt -
      You know it's kind of funny when I think about it. While in line on the 24th all apple employees were pushing these bumpers. Then again when you made it to the front of the line. Then again when they brought you into the store. And then again when billing you out. Anybody else have this same experience?
    1. k.nitsua's Avatar
      k.nitsua -
      Quote Originally Posted by The Maestro View Post
      Remember guys the antenna is the result of brilliant engineering
      Lmao!
    1. Gustavo Saliola's Avatar
      Gustavo Saliola -
      "3. Donít 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."

      Thats a simple way to make calls! Good move Apple!

      Damn, i love Apple, but the timeline of circumstances is sad:
      Gizmorons Secret Discover > Apple rush to launch i4 > Some factory "issues" > Bumper "casual" launch > Law suit!
    1. blindfreek's Avatar
      blindfreek -
      ffs...just buy a case already and quit complaining! Whats 30$ more to protect and improve a device you've obviously spent a good amount of money on?

      imo, you should have a case already reguardless of the reception issue. I want my phone to stay in as best condition possible
    1. PAKIS-RULEZ's Avatar
      PAKIS-RULEZ -
      thats y u use the head set.... i always use mine... no problems at all..
    1. sekazi's Avatar
      sekazi -
      Quote Originally Posted by jdm.accord View Post
      Thought I'd share this in case other people have this issue as well: my iPhone 4 has the much publicized reception issue BUT ONLY when its connected to wifi. It also refuses to push my mail when on wifi. When I turn wifi off or I'm out of range of a wifi connection, I CANNOT get the 3G reception to fade no matter how I touch it and it pushes my mail religiously.

      When on wifi, if my left hand gets within 2 feet of it (mostly joking), it loses all reception almost immediately (including wifi) and won't push mail. I've tested this repeatedly in front of friends with the same result every time. Very, very strange. Its like the reception issue is tied to the wifi antennae or something.
      I only loose reception when 3G is enabled. I have WiFi and Bluetooth enabled and 3G disabled and I have 0 issues. Turn 3G on and the signal drops.

      A Bumper WILL NOT solve this issue. Even with my bumper I will loose signal if my hand is near with 3G on.

      This is not a hardware issue. The issue is with the way the phone is handling frequencies. Once they fix that in a patch it will be fixed. No more complaining. People get over it and shut up.
    1. JoeStorm's Avatar
      JoeStorm -
      Quote Originally Posted by iphone925 View Post
      I want to see a classaction law suit on apple
      Why? So a small group of lawyers will get tens of millions of dollars and iPhone 4 purchasers will get $10 off a bumper?
    1. ampdrinkr8's Avatar
      ampdrinkr8 -
      i felt as if i was pushed to buy everything that affiliated with the iphone in general .. no only the bumper ... i told the guy who took me into buy the iphone 4 that i have owned every iphone to date .. and he still kept pressing me for mobile me and BUMPER .... i fell that i have payed 30.00 dollars for something that they HAVE AND STILL DO give free bumpers to people who have complained ... i feel its still 50-50 about holding it this or that way ... with and without the damn bumper

      felt as if i was pushed to buy everything that affiliated with the iphone in general .. no only the bumper ... i told the guy who took me into buy the iphone 4 that i have owned every iphone to date .. and he still kept pressing me for mobile me and BUMPER .... i fell that i have payed 30.00 dollars for something that they HAVE AND STILL DO give free bumpers to people who have complained ... i feel its still 50-50 about holding it this or that way ... with and without the damn bumper
    1. rhekt's Avatar
      rhekt -
      The bumper looks ugly. Makes the phone cheesy. It ain't easy being cheesy [%
    1. unison999's Avatar
      unison999 -
      I really want to yell out profanity right now.
      If there is a firmware update it is most likely just changing so the bars do not show reduction in reception. The actual reception issue should be physical problem not software, since they say how you hold the phone is the issue.
      Gonna have to tell people not to buy iPhone4 or cancel their order if they want a phone, buying this POS with bad reception is not worth it. Sure there is a lot of nice features, but this is phone first other features 2nd.