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Internal document details response to iPhone 4 antenna issue

updated 05:55 pm EDT, Tue June 29, 2010

Support staff urged to deny problem


A leaked document allegedly details Apple's internal guidelines for dealing with the antenna reception issues surrounding the iPhone 4. AppleCare staff are urged to deny any performance issues and dismiss the behavior as typical of any wireless phone.

The documented, posted on the Boy Genius Report, also suggests that users try to avoid covering the black strip on the lower-left corner of the metal frame. Using a case or Bumper is also said to be a potential solution.

Although the AppleCare guidelines do not mention any other type of resolution, the company previously claimed the problem will be addressed in an upcoming iOS update. The severity of signal loss is said to be exaggerated by the signal bars, although many users have experienced dropped calls or a lack of service when the handset is held with the wrong grip.


by MacNN Staff

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TAGS :

 iPhone, troubleshooting, Apple, iPhone 4

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  1. Jonathan-Tanya

    Fresh-Faced Recruit

    Joined: Oct 2004

    +4
    06/29, 06:20pm | report spam | (1 reply) Reply |

    ya, but

    It doesn't exist, it does exist, but on every phone - an upcoming update fixes the non-existent problem that every phone has.

    It's called LYING.

    Now, I personally don't think the issue is huge, but its hard to defend Apple on this one, the careless disregard they have for the truth, words, it seems, are just things that manipulate people.

    Comment buried. Show
  1. ilovestevejobs

    Fresh-Faced Recruit

    Joined: Feb 2007

    -16
    06/29, 07:02pm | report spam | Reply |

    so i heard

    that these new ipod touches can make calls now albeit not very good. Let the rumor mill start when the new iphone is coming. The 3GS is getting a bit long in the tooth.

  1. MyRightEye

    Fresh-Faced Recruit

    Joined: Apr 2008

    +1
    06/29, 07:05pm | report spam | Reply |

    Wait just a minute...

    I checked my friend's iPhone 4, and it has the problem. I checked 3 iPhone 4s at the Apple Store today and none of them had the problem. I think they have it taken care of.

  1. Fast iBook

    Fresh-Faced Recruit

    Joined: Mar 2003

    +5
    06/29, 07:20pm | report spam | Reply |

    Just replace.....

    Just replace it, they will do it free of charge. The issue is from an early batch that did not get the varnish required to protect against the band becoming conductive and/or tarnishing over time from exposure to certain compounds. Many people are not having this issue, the minority who are, mostly pre-order customers, got units manufactured before any of the other units.

    I mean, people need to realize that these factories are set up to whip out units as fast as they can within the real of the laws of physics, sometimes problem batches get through, sometimes they catch them, the problem here is the demand was so through the roof beyond anyone's expectations that they just went full bore and some faulty units got through the usually stringent quality control process. You want it soon after being announced, well this is what happens. The screen adhesive coloration = no longer an issue, iOS 4.0.1 update fixes the reception behavior functionality as far as signal strength representation goes, which could possibly help the units that don't have that coating. The iPods with metal exteriors have this varnish, scratching is typically only damaging the coating of varnish, and it can typically be fixed with wet sanding a ultra high fine grit and re-applying the varnish supplied by a 3rd party, if you have any of that varnish, it should also fix it, however they may "bake it on" vs just apply & let dry.


    It's one of the most advanced pieces of technology ever mass produced, it's going to have some issues with the sheer volume of units being manufactured.

    - A

  1. wrenchy

    Fresh-Faced Recruit

    Joined: Nov 2009

    -6
    06/29, 07:53pm | report spam | (1 reply) Reply |

    I hate


    LIARS.

    Apple knows there could be potential issues and straight out tells it's people to LIE.

    Would be interesting if this "document" is true. Wouldn't surprise me one bit. Liars from the Chief Snake-Oil Salesman right down the line.

  1. herojig

    Fresh-Faced Recruit

    Joined: Jul 2009

    +3
    06/29, 08:19pm | report spam | Reply |

    "The documented" ?

    I guess u guys crank out these stories as fast as you can "typed" them. Less typos and more real news please!

  1. FreeRange

    Fresh-Faced Recruit

    Joined: Jul 2009

    -4
    06/29, 08:30pm | report spam | Reply |

    Any nut can post their dribble

    Wrenchy - It is not a lie. The issue is touching the phone on about 1/16" of the entire outer rim which basically bridges the two antennas making them a little less effective. Its like saying don't stick your finger in that electrical outlet. How hard is that to do? And EVERY cell phone has the same issue depending on where you hold it. It is not a "defect" and is EASILY resolved by avoiding a microscopic 1/16" of the phone. So your BS is just that. Get a life you troll.

    Read more: http://www.macnn.com/articles/10/06/29/support.staff.urged.to.deny.problem/#ixzz0sI9P4weL

  1. coitus

    Forum Regular

    Joined: Aug 2000

    0
    06/29, 08:51pm | report spam | (1 reply) Reply |

    hmmmm

    I got my iPhone 4 today from ATT and have no less than every call I've made drop...not even kidding. That amounts to about 5 calls, but really??? I live OKC which is a decent metropolitan area, though not super saturated and not overrun with huge buildings. I shouldn't have consistent dropped calls in an area I'm showing full-bars. I dare say the calling feature of the iPhone 4 is worse that my 3G...which was abysmal.

    Sigh...

    Great phone...all voice/talking/reliable call-making features aside.

  1. facebook_Dana

    Via Facebook

    Joined: Jun 2010

    +3
    06/29, 08:56pm | report spam | Reply |

    What a bunch of c***

    If they can't offer a software fix, they should at least give away free bumpers. It cost them .10 to make and they charge $30! I had the exact same reception issue, and the bumper fixed. I'm left handed, I hold the phone normal. Their whole "your holding it wrong" is lame. Get it together Steve

  1. iphonerulez

    Fresh-Faced Recruit

    Joined: Nov 2008

    +2
    06/29, 09:38pm | report spam | (1 reply) Reply |

    For those that are dissatisfied with their

    iPhones, they should just return them and buy something else if it's too hard to wait for a software fix. If I knew I could patch my iPhone 4 with varnish or some other non-conductive coating, I'd do it and go on about my business. There are plenty of consumers waiting on lines dying to get their hands on an iPhone 4. A returned iPhone will do just fine. Get yourself a nice HTC EVO 4G and then you can become indignant and complain when an update bricks it or the display starts to separate.

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