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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. mtb29er's Avatar
      mtb29er -
      Quote Originally Posted by iphone925 View Post
      I want to see a classaction law suit on apple
      This is what is wrong with our society these days. Everyone wants to sue this person that person. If your so disgruntle then take the phone back.Then go buy something else and complain about that one because it has a issue.
    1. iphone925's Avatar
      iphone925 -
      Quote Originally Posted by mtb29er View Post
      This is what is wrong with our society these days. Everyone wants to sue this person that person. If your so disgruntle then take the phone back.Then go buy something else and complain about that one because it has a issue.

      Well shouldn't we expect the phone too work the way it suppose to be after paying all that money and signing a contract with att for 2 years ? and when people like you don't want to admit that there is a designing flaw then people like us in society needs to FILE LAW SUITS so people like you and apple dont sell faulty products to there customers and when customers ask them for help all they give is bunch of BS
    1. sekazi's Avatar
      sekazi -
      Quote Originally Posted by unison999 View Post
      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.
      That is only a temporary fix. It is more likely that the iPhone is not switching frequencies to accommodate the interference of the hand. I see this on 3G only. If I am running Edge I have no signal issues. If the phone does not know to switch frequencies when the signal starts to drop then it will continue to drop or get low. This is all handled by the phone and not hardware.
    1. dsg's Avatar
      dsg -
      "Gripping almost any mobile phone in certain places will reduce its reception.... it is a fact of life in the wireless world."
      yes, but not all the signal bars, you high class ripoff merchant A.K.A Stv Jobs
    1. zozodouce's Avatar
      zozodouce -
      Ok this maybe the wrong place to post this. but I just finished talking to a friend on face time on my new iPhone 4 using mywi, this is the way I did it .I set up a wifi connection on my girlfriend jailbreak 3GS using mywi and I connected on her phone like a normal wifi and ban it worked lol. If anyone care to know if mywi will work when the jailbreak is out now you know hahahahaha.
    1. redmcmac's Avatar
      redmcmac -
      Is it the same with all i4's or is it just some of them?

      How bad is it? Should I just stick with the 3Gs? or is it still worth upgrading with these annoyances?
    1. Cory Gillmore's Avatar
      Cory Gillmore -
      I got the free bumper cause my phone was still sitting in a warehouse in China on the 24th. Well, I had actually already bought it when I pre-ordered but they just knocked the price of it off.
      But anyway, back on topic. I'm usually not one to defend Apple but I don't see what the big deal is. I really have to try to get my phone to drop 2 bars of service (without the bumper). I imagine some of you may have a defective unit but alot of you are just trying to get something for nothing. Or maybe AT&T has been great service all along and the iPhone is just a piece of s#%t...
    1. jdm.accord's Avatar
      jdm.accord -
      Quote Originally Posted by redmcmac View Post
      Is it the same with all i4's or is it just some of them?

      How bad is it? Should I just stick with the 3Gs? or is it still worth upgrading with these annoyances?
      Definitely worth it in my opinion and I'm having the reception issue. Its a pretty minor annoyance for me because I'm not experiencing dropped calls or failure to send data.
    1. piston597's Avatar
      piston597 -
      Is this legal? I mean we have 1 year warranty correct? And this is a hardware/software issue a defect in the phone, shouldn't our warranty cover this? I mean they can't really legally change up the warranty policy for those who purchased the phone before the change? We don't have any legal rights to get a replacement if we are given a defective product?
    1. Markanthony3211's Avatar
      Markanthony3211 -
      So i'm assuming that it's too late to get a free bumper?
    1. Dayvidpriddy's Avatar
      Dayvidpriddy -
      Strange, I've never had reception issues on any other phone before because I "held it" the way in which it's comfortable for me to hold it. I believe that just as much as I believe that Steve Jobs isn't an old troll who's time is about to run out on him...
    1. one1's Avatar
      one1 -
      Quote Originally Posted by pauldanielash View Post
      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."
      Fk their tone, they have $699 of MY MONEY (plus tax paid) for a product they are going to attempt to convince me is not faulty as their strategy to fix the KNOWN ISSUE as they try to save face and their own azz.

      I don't care if their tone massages my gentle soul like a rushing river the end result is fix the problem or you get to hear MY TONE for a while.
    1. luvmytj's Avatar
      luvmytj -
      If Apple wont fix it, I don't want the phone. Plain & simple. Yes, my free bumpers are waiting to be shipped courtesy of Apple, but still.
      Why can't I use it like my last couple of iPhones? The ads show people holding it the way I do & it works fine for them. Why doesn't it work for me?

      If I was selling new cars & I told you it is a great car, but you can not fill the fuel tank more than halfway or it leaks. We designed it to leak, but don't worry, I can sell you this patch so you can fill it all the way. Would you buy it?
    1. Atreides's Avatar
      Atreides -
      Not the end of the world, just dropped $63 on 2 bumpers today for my wife and my phones. Didn't plan on getting them, but we have both had dropped calls / data latency when not doing the Vulcan hold on phone. Actually think they are designed pretty cool with the embedded buttons and all.

      What would be interesting though, is what might turn up in discovery if a suit is filed. If it can be proven that either a) bumpers where designed as a remedy to a known issue (a hotfix post production) or b) bumpers where sold to discretely camouflage a known defect.

      Oh well, saving my receipt and will see what comes about. In any event, I'm still happy with my phone and glad I bought it. Frankly, for me and the Mrs., the bigger problem is the stupid sensor not cutting touchscreen off quick and consistently enough - resulting in calls getting hung up on / muted / put on hold / speakerphone'd or random digits coming across line. Bleeeeding edge? Ugh...
    1. bobright's Avatar
      bobright -
      Quote Originally Posted by piston597 View Post
      Is this legal? I mean we have 1 year warranty correct? And this is a hardware/software issue a defect in the phone, shouldn't our warranty cover this? I mean they can't really legally change up the warranty policy for those who purchased the phone before the change? We don't have any legal rights to get a replacement if we are given a defective product?
      Seriously, how is that legal?

      I'm going to raise hell for a replacement before my 14 days are up I've only had the phone a few days. Also Apple fanboys just stay out of this thread, like above poster said its no big deal to him because he isnt getting dropped calls. If you arent having issues and are NOT getting DROPPED CALLS dont post in this thread, period.
    1. one1's Avatar
      one1 -
      Quote Originally Posted by Atreides View Post
      Not the end of the world, just dropped $63 on 2 bumpers today for my wife and my phones. Didn't plan on getting them, but we have both had dropped calls / data latency when not doing the Vulcan hold on phone. Actually think they are designed pretty cool with the embedded buttons and all.
      .
      I bet that looks pretty too don't it? Your brand new slick metal banded futuristic iphone wrapped in a good year tire so it will work.
    1. StealthBravo's Avatar
      StealthBravo -
      The bumpers actually don't look that bad. Of course I prefer not to use protection
    1. sendertimes's Avatar
      sendertimes -
      I wanna get in the Class action Law sue , I also have issues, and since Steve, was nice enough to convince us to buy an Iphone 4, then he should be held accountable for his lies.
    1. mtb29er's Avatar
      mtb29er -
      Quote Originally Posted by iphone925 View Post
      Well shouldn't we expect the phone too work the way it suppose to be after paying all that money and signing a contract with att for 2 years ? and when people like you don't want to admit that there is a designing flaw then people like us in society needs to FILE LAW SUITS so people like you and apple dont sell faulty products to there customers and when customers ask them for help all they give is bunch of BS

      Did I deny that this was a issue? dont think so buddy. As I said if you r so disgruntle about it take it back.people like me sell faulty product? My friend dont accuse me of selling faulty product. Im simply making a valid point. Take it back and get something different.before you do you might want to check this out. I dont see that law firm going after them and why not. Well my guess is they no that the iphone is getting major attention right now and want sometime of notoriety and be in the lime light

      [ame]http://www.youtube.com/watch?v=PAHglTfC8es[/ame]

      [ame]http://www.youtube.com/watch?v=eaDE941PzQk[/ame]

      [ame]http://www.youtube.com/watch?v=x2g5J4qPp54[/ame]

      [ame]http://www.youtube.com/watch?v=gi1gHDa7-X0[/ame]

      this was actually posted on here someplace so thank you for whoever it was
    1. Raptors's Avatar
      Raptors -
      i wish i had an iphone 4 with a reception problem, id walk in that apple store do my buisness, and then walk out with a couple bumpers and a replaced iphone 4. all u need is the right attitude and everything is for free