AppleCare Training Document on iPhone 4 Signal Issues Revealed

[Ubuntu]

I hope that the people who are complaining actually own the 4G. That they're not just simply reading other people's overreaction and responding....herd mentality. A lot of people seem to be overreacting. Sure, there's a problem with attenuation...but it's not as bad as some people are making it out to be.

Well actually, it kinda is. I guess it varies quite a bit but as I've mentioned, my dad has the phone and he definitely seems to have it bad regarding the antenna. The issue involves webpages stalling and calls dropping pretty much instantly after placing his hand where Apple says he shouldn't.

I do see what you mean though. I have a few friends on facebook who got the phone, saw the mass outcry and then started to see it themselves on their phones - one or two bars dropping but no actual effect on call quality. Before they didn't seem to have an issue with it. But for my dad's phone, he is returning it - a good decision I would say, although he is hating it as he really likes the phone.

 

[FrankySavvy]

I can only replicate the reception issue...when the signal is weak to begin with...I have a Griffin Reveal case and only have problems in poor reception areas to begin with!

 

[gigidey]

If Apple doesn't fix this before my 30 day return period runs out I'll probably return mine. Holding it in such an awkward way it growing very tiresome, and luckily I decided not to go and sell my 3GS.

 

[BobVB]

It's not a design error to put the antenna is the best possible location, and then teach people not to block the antenna.

How unergonomic - the best possible place is NEVER where people naturally hold the phone! Be like your knife analogy if they suddenly put an extra blades sticking out the top of the handle.

Designing things to make usage difficult is a design error.

 

[Mike84]

Who is being discrimination? Suspect class? come on.

 

[gazter]

Sigh. If apple hadn't told us the antenna was on the outside this issue would not be in any way as well publicised. The exact same issue is present on all previous iphones. But newspapers need to fill pages and a lot of people are technology hypochondriacs. Don't believe the hype.

This is totally untrue, i hold my 3g, and i hold the 4 in the same way. The signal just rapidly deteriorates, the phone cannot make or receive calls.

 

[kiljoy616]

So the question is, does the Apple Faithful want better phone or that cool frame around the new phone, which one would you have picked? hahaha.

 

[Butts M Biggilo]

Well lets just be thankful Apple didnt make that giant flub in the Gulf of Mexico and say the earth is supposed to leak like that. "The ocean is big that hole is tiny. Here kid go play with this bumper. If you dont like the way it leaks look at something else." S Jobs

 

[ScooterLibby]

It may be about dropped calls to some, but I'm convinced that a lot of folks are simply heartbroken when they see the bars go away. Whether they truly have a problem or not is an aside to the fact the on-screen indicator says they have a problem.

This is not the case for me. Just replicated it calling my wife. I held it the 'wrong way' and the call was a garbled mess that got dropped. I then put it down, held it the 'right way' and was able to have a full and clear conversation.

 

[miazma]

Just picking out one of the first comments...

But why not say there is a software fix?

Because there IS NO SOFTWARE FIX as there IS NO ISSUE.

Thats Apples official position. And the inofficial position might be something like "We screwed up! But we dont give a damn, as a recall would be much more expensive in image and money loss then just letting our customers suffer for a while until they've learned to deal with it and forgot about the big complaints during the fist weeks of launch".

So forget about any kind of software fix and deal with the issue thats not being an issue according to apple.

But this kind of behavior is not really apple-like anymore. Apple starts to behave even worse than Microsoft did the earlier days. It's only the products that look better. Thats all. I remember the interview Steve gave only a few days or weeks before the iPhone launch. I heared the sentense "we want to make the best products for our customers" very often. Doesnt sound very simliar to "there is no issue" and "just dont hold it like that".

Quo vadis, Steve?

 

[Nicklaus]

Ive never read so many analogies in my entire life as people have used in regard to this issue.

TRUE!!!!!

 

[tigress666]

Guys, let's just move on. This is crearly a hardware issue that can't be fixed in software.

Get a case, which most people do anyway, or just 'don't hold it like that'

Apple screwed this one and they know it. If you like the iPhone 4, and there is plenty to like, you'll have to overlook this issue.

Gee, a voice of reason. You sure you are in the right place?

I am laughing my arse off at all these people crying because they cant operate their phones without touching that little black strip! Are there really that many uncoordinated motor morons out there?

Nature designed Human Beings with opposable thumbs and amazing powers of manipulation thanks to the miracle of the human hand.

I find that i can hold my iPhone in about 30 different ways, in either hand, with great ease and manage not to cover up that one little area that causes the signal issue. I MUST BE A CONTORTIONIST!!!!!

Geez people...get a grip! (pun intended).

No! I want to hold the phone exactly like this and I refuse to do any differently! How dare they tell me how to hold the phone even if it isn't that hard to hold it in a way that doesn't interfere with its operation. I paid good money for it and it was an expensive product, I should hold it the way I want and be damned what instructions there are on how to properly use it (let's see these people use that theory on a 1000 dollar knife. I bet the knife company might also tell you how to hold the knife. Or at least how not to hold it ).

Seriously. Ok, fine, you don't want to compromise how you hold the phone (though in my honest opinion it really isn't hard to learn a new way of holding it that still is comfortable). Then return the phone. This may not be something that Apple can fix (rather it may not be cost effective for them and from their standpoint will be cheaper just to have people return the phone and I mean cheaper as in considering loss of sales and image as well. It just may be too expensive to change so they just are going to have to bite the bullet and have some unhappy customers).

And I'm sorry people may not like that answer (because I'm sure they're upset cause they otherwise like the phone but it's just not a flaw they can put up with). But, that's reality sometimes. You may just have to make the choice on if you can put up with holding it differently or putting on a case or if that's just too much to ask of you and you are better off with another phone.

Personally, I think the phone has a lot of merits that is worth having to retrain myself how to hold it. I'm far more upset about it being made of glass that isn't as super tough as they'd have you believe. I mean it's a nifty design, but a handheld item really should be designed to at least handle a drop or two. Even so I ended up compromisng and putting on a case to help soften any drops that happen. And I guess bonus is I really won't have to worry about antenna issue anyways (not that I've been able to get it to drop a call yet. At most I get it to drop bars and I can't consistantly get it to do this).

 

[LagunaSol]

Where is Apples statement on the issue, even Microsoft managed than with their issue on xbox 360

Oh please. Do you know how many Xbox 360s went up in flames before Microsoft said a word? A lot. Do you know how many Xbox 360s went up in flames after Microsoft said a word? A lot. My brother is on his third. Many people went through 5 or 6 (or more).

Me, I was smart enough to not buy one (or two).

Oddly enough, I don't recall the Xbox 360 fiasco making the front page news of every tech site on the planet like the "holding your iPhone a certain way" issue is.

Interesting.

Apparently Apple is held to a higher standard, by both its customers and the press. Fair enough I suppose.

 

[firewood]

I actually think the iPhone 4 has better reception over the 3GS.

That has been my experience...

...after I learned not to tightly hold the bare i4 covering the lower left.

I get 5 bars with my i4 in places where I only got 3 or 4 with my 3GS.

Brilliant engineering, IMO.

 

[richman555]

I am sooo glad I was going to wait until fall/winter to upgrade my 3G. Apple needs a solution to correct this ASAP whether it is a free bumper, software update or newer iphone. If the bumper is needed to use the device correctly Apple should include it with the product.

 

[palmerc2]

Your right up there with that person who sued mcdonalds because she burned her lip on hot coffee.

Or those people who sued mcdonalds for making them fat.

The stupidity is just staggering......read my sig, I think you'll get the point.

 

[M-5]

I'm left-handed, and I use it with my left hand. I have absolutely no reception issues with the iPhone. My phone functions perfectly.

 

[gazter]

Ok boys and girls, before we go picking on ANY cell phone manufacturer, lets talk facts.
I KNOW what I am talking about because I deal with RF (radio frequency) equipment EVERY DAY.
EVERY cell phone, radio, tv, car radio, walkie talkie and any other device that transmits or receives radio waves operates the same: When you touch the antenna, you are basically grounding out the antenna, causing a loss of power output. If you dont believe it, go grab your car antenna, or put your hands on your satellite radio antenna.
Radio waves are a type of electricity. Electricity takes the path of least resistance. You have moisture on your hands...... need I finish the thought?
It's called physics. Nothing is going to change that. Steve Jobs and APPLE ARE NOT PERFECT, but you can't assume they are capable of changing the laws of physics.
I don't care if APPLE tweeks the software to make it 'look' like the problem is gone, it won't be. I have seen this on every cell phone I have ever owned.
To those of you who want to bash APPLE, go for it. Meanwhile, just remember that it wasn't too long ago that you were making fun of icons and mice and multi-touch, et. al.
If you don't like whats on TV, change the channel. If you don't like the iPhone, buy something else. If this doesn't make sense to you, then move to New Jersey.
This is AMERICA, it's your choice!! But don't expect APPLE to change the laws of nature to please you.

It isnt the law of physics that's responsible for the iphone 4 failing to make and receive call when held in the same position as the 3g, its bad design.

 

[Macuser1628]

Have you tried to return one, tell them it does not work, and have them charge you a restocking fee? Who did you talk to? Was it at an Apple Store or Online? Best Buy? Wal-Mart? Some other country?

Apple support. Ordered it online. They initially told me there was a 10% restocking fee. I stood my ground, and got it waived. Once the issue is fixed I will re-purchase it.

 

[ScooterLibby]

Also on my end of customer care I can confirm one part of the memo - the CC supervisor agreed to send a replacement after I confirmed (truthfully) that I was having additional reception issues without even touching the phone that I did not have before with the 3G (bullet point 4 in the memo).

 

[chrmjenkins]

If you don't like whats on TV, change the channel. If you don't like the iPhone, buy something else. If this doesn't make sense to you, then move to New Jersey.
This is AMERICA, it's your choice!! But don't expect APPLE to change the laws of nature to please you.

Awesome.

 

[iShorty]

So tempted to return my i4. Although, I won't have a phone then

 

[nohite]

Free bumpers = admitting design flaw

Not gonna happen.

 

[Anuba]

If you think this is the "end of Apple" then you've got to be the most ignorant person i've ever met. You must have no idea how successful they have become over the last decade. With the inevitable rise in iPad, iPhone, iMac, and Macbook users, things are looking GREAT for Apple. It doesn't matter if this phone fails miserably, (which it won't, as people are still lining up for them.)

He never suggested it would be the "end of Apple", he said "end of the Apple halo" and referred to this issue as having jumped the shark. Jumping the shark doesn't mean it's the end. Fonzie jumped the shark (literally) in season 5 of Happy Days, but it ran for 11 seasons. Jumping the shark means doing something so completely out of character that the show will never be the same again. I'd argue that willfully releasing a defective product and hoping to get away with it is completely out of character for Apple. I don't think it's gonna hurt sales much, but in terms of brand perception this has the potential of doing considerable damage.

Sales vs. brand image is very much like signal meter vs. signal on a phone. 5 bars can mean anything from acceptable to excellent. Apple's sales could continue undiminished but the brand image could still go from excellent to acceptable. Companies can have a pretty ******* bad image and people still won't stop buying their products (Microsoft... oil companies...)

 

[firewood]

No! I want to hold the phone exactly like this and I refuse to do any differently! How dare they tell me how to hold the phone even if it isn't that hard to hold it in a way that doesn't interfere with its operation. I paid good money for it and it was an expensive product, I should hold it the way I want and be damned what instructions there are on how to properly use it (let's see these people use that theory on a 1000 dollar knife. I bet the knife company might also tell you how to hold the knife. Or at least how not to hold it ).

And they're all going to start a class action lawsuit after grabbing their expensive cutlery by the blade...

...and cutting themselves! Horrific bad design!