There has been a lot of noise on the Internet lately about the iPhone 4 and its reception issues. Apple's stance on the issue is that any phone will lose reception if you cover the antenna with your hand. What would happen, though, if an AppleCare representative was confronted with an iPhone 4 with a reception issue? Boy Genius Report has the answer to this question, as they have received some leaked training procedures for dealing with iPhone 4 reception complaints:
1. Keep all of the positioning statements in the BN handy – your tone when delivering this information is important.
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 not surprising that AppleCare reps are taking the same position as the rest of the company when it comes to iPhone 4 reception. What is surprising, however, is how adamant the company is that they are not giving out bumper cases to solve customer problems. Apple might take a hit by giving out so many free bumper cases, but that would be better than making customers upset by doing nothing about their signal problems. Still, giving out free cases could be seen as Apple admitting that they made a design mistake, something that they would never do. What do you think of Apple's stance on the situation?
