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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. VaderForce's Avatar
      VaderForce -
      I'm surprised that people are saying that a firmware patch will fix it. My question is that I have a 3GS with 4.0 & I have no signal differences from 3.1.3 to 4.0, so I find it hard to believe a patch will fix it. I wonder if the way a 3GS phone's antenna is wired differently to the iPhone 4?.
    1. bobright's Avatar
      bobright -
      Until the issue is fixed with a software update you do not know that sekazi! Why are you passing that off as fact?
    1. cpkirkley's Avatar
      cpkirkley -
      Quote Originally Posted by one1 View Post
      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.
      Totally fitting this rant came from a person with an Archie Bunker avatar.

      Well Said.

      Apple is pulling the same crap that they did with the Macbook Pro's. Alot of posturing and excuse shoveling, no real attempts to fix the problems, other than telling you they'll fix the issue in the next version, which will be available on Verizon in 2011.
    1. zmanforever's Avatar
      zmanforever -
      Everyone come on I have my iPhone 4 works fine with the bumper and Zagg screen protector.

      Not trying to sell anything, we know people are having problems.

      Lets wait it has only been 5 days!

      I say the only thing we be impatient about is the Jailbreak?

      That is fair, now discuss!
    1. MikeHawk's Avatar
      MikeHawk -
      Quote Originally Posted by zmanforever View Post
      Everyone come on I have my iPhone 4 works fine with the bumper and Zagg screen protector.

      Not trying to sell anything, we know people are having problems.

      Lets wait it has only been 5 days!

      I say the only thing we be impatient about is the Jailbreak?

      That is fair, now discuss!

      Uhh apple's had like a year to get this right... and even though there was a HUGE possibility that they knew about the flaw, they still released it. They should have taken their time with this. EPIC FAILURE.
    1. EskimoRuler's Avatar
      EskimoRuler -
      Quote Originally Posted by ampdrinkr8 View Post
      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 ??
      I agree with you. Something maybe wrong with the reception but I'm not demanding free stuff and instant service. It hasn't been a week yet. Let them figure things out. I just stopped holding it in that corner and OMG!! The reception isn't lost. Everyone needs to stop complaining.
    1. politicalslug's Avatar
      politicalslug -
      The bumpers suck. Really uncomfortable getting in and out of your pocket (super sticky rubber). This is one more reason for InCase to hurry up with my Bamboo Slider already. To be perfectly honest though, I haven't had any trouble with my new iPhone 4. For heaven's sake, it's made of glass on either side: you'd be crazy not to use a case. I baby this thing when I have to take it out of the case, lest I drop it and shatter it. Losing a bar or too is the last thing on my mind when my phone is naked.
    1. Cory Gillmore's Avatar
      Cory Gillmore -
      I find it funny that all these years the only people who have complained about AT&T's service are iPhone users. Now we know why. Sereiously though. Att didn't become crappy until it got the iPhone. I think the iPhone has had bad antennas the whole time. Most reviewers said they got many many less dropped calls than with the previous iPhones. Isn't that kinda weird? I don't AT&T has totally revamped their network in a week, ya know? So it must have been the iPhones sub-par antennas the whole damn time. But, like I stated earlier, I'm not really having this problem. Only on Edge and with wifi on will I lose 2 bars when holding the phone in an unnatural way that covers all three of the gaps. So I guess a good batch of the iP4's must just be defective if you some of you guys are unable to make calls when covering the only the bottom left gap.
    1. ErikiPhone's Avatar
      ErikiPhone -
      To me it looks weird that despite the fact that so many people spent tremendous money to purchase the PRECIOUS, had new contracts with lame (they believe) AT&T, they are so slow on fixing the problem…
      The connection problem doesn't seem to be a new issue, it looks like they are trying to cheat their loyal customers out of their rights…
    1. tudtran's Avatar
      tudtran -
      I want free bumpers.
    1. DJM AutoWerkz's Avatar
      DJM AutoWerkz -
      I'm going back to me zack Morris phone from saved by the bell haha.
    1. engelke2010's Avatar
      engelke2010 -
      Quote Originally Posted by Moosestache View Post
      The question isn't whether we should have a case or not, the question is should we be forced to buy something to make a phone work as it was intended. Should apple have made it work correctly from the beginning.
      ^ that

      I probably would have bought a case at some point, probably pretty soon. However, it wouldn't have been the bumper case. What makes me mad at all of this is being required to buy a case to make my phone work the way it should out of the box. Yes, I did pay $200 for the phone, but I will use an example mentioned earlier and change it slightly - you pay a lot of money for a BMW, but right when you drive it off the car lot, one or more tires starts to slowly leak. The lot will sell you a bandage that costs $1000, but also says that you are driving the car wrong, that there isn't a problem with the car. Apple's stance on this ticks me off and has soured my opinion of them.
    1. sziklassy's Avatar
      sziklassy -
      Quote Originally Posted by EskimoRuler View Post
      Something maybe wrong with the reception but I'm not demanding free stuff and instant service. It hasn't been a week yet. Let them figure things out. I just stopped holding it in that corner and OMG!! The reception isn't lost. Everyone needs to stop complaining.
      I think you are one of the VERY few who have replied to this thread with a sane and reasonable response.

      I simply laugh at the idiots who think Apple knew about this issue and just let it pass through production. You are all, well, IDIOTS! Do you REALLY think they thought that something like this would just slide forever?
    1. PanayiotisN's Avatar
      PanayiotisN -
      How the hell are we going to use the face time without Full Reception?
      Apple REEEAAALLY disapointed me ! what do you mean by not holding MY PHONE as i want? You are ridiculous! How about not selling it so expensive when it's has thase bullshits! Antenna! Display of the pre ordered phones! Law Suit
    1. dunlapface's Avatar
      dunlapface -
      Ok so where do I sign up to become part of the lawsuit?
    1. PanayiotisN's Avatar
      PanayiotisN -
      Quote Originally Posted by sziklassy View Post
      I think you are one of the VERY few who have replied to this thread with a sane and reasonable response.

      I simply laugh at the idiots who think Apple knew about this issue and just let it pass through production. You are all, well, IDIOTS! Do you REALLY think they thought that something like this would just slide forever?
      When you are a billionaire and have a huge company like apple and if you are selling a phone so expensive you simply CAN'T make mistakes and obviously that serious! they advertise Face Time and all other stuff without even see that there will be no Face Time at all because of the ******* reception problem! And Why aren't they admit the problem they have? By saying ''Hold Your Phone Differently'' thay are not helping! What do you want? hold my phone otherwise of the position i am comfortable and then drop it ???? This is ****! how about not releasing the iphone 4 so quicly and use it for a while! the funny thing is that they believe from all this that they wont loose customers! well lets see Apple.......................
    1. yentrog31's Avatar
      yentrog31 -
      Quote Originally Posted by billmilo View Post
      Steve, you can't take all that money with you when you die.
      oh but HE can..you know what the Egyptian Pharaohs ( who thought THEY were gods) did with theirs dont you?
    1. back9player's Avatar
      back9player -
      Quote Originally Posted by StealthBravo View Post
      I'm glad that my free bumper is already in the mail
      bumpers suck nuts..

      it doesn't even protect the back of the phone.. which is the surface mostly likely to get all banged up.. have fun spending money on an invisible shield.



      btw... my iphone 4 has no reception issues whatsoever. lmao..
    1. sekazi's Avatar
      sekazi -
      Quote Originally Posted by VaderForce View Post
      I'm surprised that people are saying that a firmware patch will fix it. My question is that I have a 3GS with 4.0 & I have no signal differences from 3.1.3 to 4.0, so I find it hard to believe a patch will fix it. I wonder if the way a 3GS phone's antenna is wired differently to the iPhone 4?.
      The 3GS is a completely different phone with a completely different baseband. If it was the same then you would see the same issues but ever iDevice has its own update and none are the same.
    1. mofolo's Avatar
      mofolo -
      Quote Originally Posted by sziklassy View Post
      I think you are one of the VERY few who have replied to this thread with a sane and reasonable response.

      I simply laugh at the idiots who think Apple knew about this issue and just let it pass through production. You are all, well, IDIOTS! Do you REALLY think they thought that something like this would just slide forever?
      When you pay Big Money for such a device, you should expect. No, you should DEMAND a quality product. Especially from a quality supplier like Apple.

      It's unforgivable for what they have done.

      And if it happened to me, I'd be complaining to Apple everyday until i turned blue in the face.