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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. The Digital Alchemist's Avatar
      The Digital Alchemist -
      Um guys? "St. Eve" wants to control everything about his phone-like-device: no Flash, no porn, no jailbreak, etc. Why is everybody so surprised when he even wants to tell you how to hold it?
    1. engelke2010's Avatar
      engelke2010 -
      Complaining to Apple does nothing good to resolve things. I had previously spoken with their tech department and knew word for word what they would say and they did say everything that I thought they would. I bought a different case today because I didn't want to wait for the bumper case to come. The case did no good because it fit a little too tight on my phone, which caused it to touch that wrong slot, which caused the error to come back. I'll have to return the case tomorrow and either just wait for the bumper to come or try yet another one that is a little looser. The worst thing is waiting for Apple to do something. They at least need to officially announce there will be an iOS 4.01.
    1. JoeStorm's Avatar
      JoeStorm -
      Quote Originally Posted by The Digital Alchemist View Post
      Um guys? "St. Eve" wants to control everything about his phone-like-device: no Flash, no porn, no jailbreak, etc. Why is everybody so surprised when he even wants to tell you how to hold it?
      I think you've got things a little skewed there. Everyone complained about Flash not being in the iPhone and look at what has happened. Flash is finally arriving 3 years after everyone complained and it took OSes with 512 Meg of RAM and 1 GHz processors. Apple wants to keep the Apple store clear of porn and have the complete trust of the customers when they and their children buy apps. Jailbreak, come on, you can understand why Apple doesn't want that, right?

      Look, I think they are holding the iOS and their hardware a little tight as well, but some things are understandable.

      Quote Originally Posted by mofolo View Post
      And if it happened to me, I'd be complaining to Apple everyday until i turned blue in the face.
      Why not just return the phone?
    1. The Digital Alchemist's Avatar
      The Digital Alchemist -
      ^ I was actually just trying to make a joke. Guess I didn't do that good of a "jobs" of it...
    1. dmaxwell10686's Avatar
      dmaxwell10686 -
      Quote Originally Posted by the maestro View Post
      remember guys the antenna is the result of brilliant engineering
      rofl lmao!!!!!!!!!!!!!!!!!!!
    1. KiraXD's Avatar
      KiraXD -
      jobs is an idiot... admit your mistake and make it up to us (especially the ones who camped out overnight!!)
    1. xclusiveiphone's Avatar
      xclusiveiphone -
      Apple is not stupid, if they were to announce that they made a mistake this early in the sale it would ruin their initial earnings because few people would buy their product. They have to sell it while the product is still hot.
    1. ATTILA THE HUN's Avatar
      ATTILA THE HUN -
      YES to return iphone in 30 days. let see who ween now me or mr Jobes?
    1. ErikiPhone's Avatar
      ErikiPhone -
      Quote Originally Posted by back9player View Post

      btw... my iphone 4 has no reception issues whatsoever. lmao..
      Lucky you are...
    1. area51crypto's Avatar
      area51crypto -
      This simply amazes me in that if this does help and solve this problem why would Apple not send all Iphone 4 owners a Bumper!

      They probality cost Apple .99 from China where they get all there stuff from!

      1 million Iphone 4 user = 1 million dollars

      1 million Iphone 4 user pissed off and talking about it = astronomical

      The reason is Steve Jobs ego and that my friend is what is going to cost Apple big time! JMO
    1. dr.winmac's Avatar
      dr.winmac -
      An Apple rep by the name of Jason H. (whom I know personally) out of Northglenn, CO confirmed to me yesterday that the entire staff under the manager who sent out the leaked email, was in fact fired. When I asked why, he simply stated that no one on the team would admit to it so the entire team was fired. It is a stark reality as to the nature of Apple. They are fully willing to overturn the lives, of not only the guilty, but the innocent as well to cover there butts. Tisk tisk Steve Jobs.. Oh how the mighty have fallen.
    1. sekazi's Avatar
      sekazi -
      Quote Originally Posted by area51crypto View Post
      This simply amazes me in that if this does help and solve this problem why would Apple not send all Iphone 4 owners a Bumper!

      They probality cost Apple .99 from China where they get all there stuff from!

      1 million Iphone 4 user = 1 million dollars

      1 million Iphone 4 user pissed off and talking about it = astronomical

      The reason is Steve Jobs ego and that my friend is what is going to cost Apple big time! JMO
      Because the Bumper will not solve this problem either. I just turn off 3G and I am fine.
    1. zmanforever's Avatar
      zmanforever -
      Quote Originally Posted by sekazi View Post
      Because the Bumper will not solve this problem either. I just turn off 3G and I am fine.

      You do know if you are only going to use Edge your data plan fee is trash why not get full speed?
    1. ErikiPhone's Avatar
      ErikiPhone -
      Quote Originally Posted by dr.winmac View Post
      An Apple rep by the name of Jason H. (whom I know personally) out of Northglenn, CO confirmed to me yesterday that the entire staff under the manager who sent out the leaked email, was in fact fired. When I asked why, he simply stated that no one on the team would admit to it so the entire team was fired. It is a stark reality as to the nature of Apple. They are fully willing to overturn the lives, of not only the guilty, but the innocent as well to cover there butts. Tisk tisk Steve Jobs.. Oh how the mighty have fallen.
      I am shocked- they seem to be what I heard of them! Still I guess this is more than legitimate according to their employment contract...

      Hey, guys! Check this out! a good example of what Apple thinks of it!) oh, no wait, apple has a new (gross) way to insure you can properly hold your new iPhone4: - Hooked on Interwebs...
    1. adrian1480's Avatar
      adrian1480 -
      welp, I did some studying of mine and I lose 20dBm-25dBm when holding the phone in my left hand.

      I have 30 days and I'll take all 30 to decide if I want to return it. I'll be waiting to see some reviews of Android 2.2 and Flash 10.1 on the Evo 4G. if it's good with solid batter life, this iPhone is going back and my AT&T contract will be canceled. my contract was over, so no fees for me.

      not only is the lack of quality control here shocking, but the response from The Great Leader is mind-boggling. but it still may be the best phone on the market, so I'll wait and see.

      that Evo 4G is calling my name, though. solid device, front facing cam, great screen, high resolution, etc. only place it comes up short in my book is with the media player organization. otherwise, it matches the iPhone or beats it soundly, depending on the topic. and the best part is, no jailbreaking is required to enjoy the phone like you want to.
    1. mj0528's Avatar
      mj0528 -
      Enjoy that evo battery too!!
    1. Rockyj86's Avatar
      Rockyj86 -
      Quote Originally Posted by paul acciavatti View Post


      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 4ís 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:



      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."
      damm!!!!
    1. geoffe's Avatar
      geoffe -
      I love my free bumper. It looks cool but does nothing for the reception. I get decent reception all the time except when I call my wife on her iPhone 4, then I drop a call. Weird... If I did not love my wife I would say it was a cool built in feature but I do love my wife and want to talk to her on occasion without dropping a call. Thanks Apple...
    1. Bluemoldycheeze88's Avatar
      Bluemoldycheeze88 -
      I have never had Issues with the antenna with my 3g or my brother's 3gs. Can't speak for a iphone 4 since we don't have one.