Wow, talk about the best of times, the worst of times. Right on the heels of the news that Apple sold 1.7 million iPhone 4s during the first sales weekend, breaking like a kajillion records, comes more indications that this Antenna mess just ain’t going away.
Apple continues to insist publicly that there is no problem, but Boy Genius got a hold of an internal Apple document telling AppleCare reps how to deny any problem and deal with the antenna complaints. It sure does look from the way it is written that Apple knows damn well it is a problem and is cynically stonewalling. For example, here is one of the best points…
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.
Riiighhhttt…..So if there are reception problems while you are holding the phone, then it IS due to the metal band? The one that was not a problem? Way to sound like AT&T, guys. The last bit on the AppleCare cheat sheet is even better.
5. We ARE NOT appeasing customers with free bumpers – DON’T promise a free bumper to customers.
APPEASE? Like Neville Chamberlain did? “iPhone Reception in our time…” Nice, really nice. So Apple is equating upset users of their products with bloody-minded global dictators.
Beyond all the Customer Support jiggery pokery, if Apple really believes that there is no problem with the antenna, then why are they hiring eight (count em, eight) new Antenna and RF engineers, all the sudden?
No problem huh? Then what are THEY going to be paid to do, anyway? Adjust the rabbit ears on your Apple TV?Also that software upgrade that was rumored to be happening last Monday? It didn’t…but you know that…and the AppleCare reps are not being told to even hint that a software fix is coming someday in the remote future, so I am chalking that rumor up to wishful thinking and fanboi daydreams.
Isn’t it about time Apple just came clean, admitted it has a problem with the antenna, and provide some workaround? They just sold 1.7 million of the damn things, they can’t toss a cheap rubber case in with each purchase? Instead they just say it is due to all those stupid people using the phone wrong by thinking they can hold it in their hand and make phone calls with it.
Obviously the tech press and bloggers are going to keep digging at this story relentlessly, one because it is good copy and readers are interested, and two…well, maybe Apple shouldn’t have been so quick to try to kneecap Gizmodo over that leaked phone. After all, they sure did get a lot of publicity off of it. However, sending in the cops may mean that the blogosphere is not being quite so gentle with El Jobso this time around.
This is just going to get uglier…but damn if it isn’t fun to watch.