14 DAY TRIAL // It’s not only Microsoft that can’t keep internal documents safe, but Apple too, with the BGR reporting that it was able to obtain the exact procedures AppleCare staff must follow when dealing with iPhone 4 reception complaints.
In accordance with the wording in Apple’s new rule-book for help-desk techies, iPhone 4 actually has better antenna performance than iPhone 3GS, and tech support staff must be careful to phrase this appropriately to whomever may complain about the new phone’s reception.
According to the BGR, whose Apple connections managed to get their mitts on the AppleCare standard statements for iPhone 4 reception issues, these are the "exact" procedures AppleCare representatives must follow when dealing with any reception complaints regarding the iPhone 4:
"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."
For those who haven’t made their acquaintance, Bumpers are a first for Apple - protective sleeves/skins for the new iPhone 4 that ship in various different colors. Over at Apple’s web site, the Bumper is advertised as a dress-up accessory, rather than a protective one.
Some may speculate that Apple anticipated reception issues with iPhone 4, hence threw in the Bumpers to protect the iPhone 4’s steel frame (antenna) from the electro-conductive skin of the owner. If so, many believe Apple should not charge at all for this product, let alone the $29 it's priced at.