Since Apple [AAPL] launched the new iPhone 4 there have been a number of reports from users of reception issues when the iPhone 4 is held in a certain way.
First we had a statement from Apple, then an email from Steve Jobs which told users to hold the iPhone a different way, and then an email from Steve Jobs which indicated that a software fix was on the way.
Now the guys over at the BGR have got their hands on a copy of Apple’s internal procedures for dealing with customers who are having reception issues, and it makes interesting reading.
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
So basically Apple is saying there isn’t an issue, and don’t expect to receive much help from Apple over the telephone, you may get more luck by taking your iPhone into an Apple store, although I wouldn’t count on it.
It also seems that some iPhone 4 users are experiencing other problems, particularly with slow browsing over WiFi. We received an email from one of our readers Anthony who has tested his iPhone 4 and iPhone 3GS browsing the same sites on the same WiFi networks and his iPhone 4 is much slower.
Anthony tested his iPhone 4 on about three or four different WiFi networks and had exactly the same problem, if any of our other readers have had the same problem, leave a comment or drop us an email.
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