Readers: How to get satisfaction from Apple support on iPhone 4 issues
Document everything. Write down every solution you've tried, and the result of each test. Screen shots and videos of the issues happening and the tests you've performed can trump the MacBook-based diagnostics that the Apple Genius will run on your device. Those diagnostics apparently don't accurately log failed calls, since they're not considered to be dropped calls by the software.
Try all of the standard fixes first. One common "fix" that appears to be reaching urban myth status is reseating the SIM. Give that a try. If you have another phone to test (your old iPhone, for example), see if that phone experiences the same problems in the exact same location. Try placing the phone on a flat surface to see if the calls go through when you aren't holding the device (that's the way I make 90% of my iPhone calls, by the way...). Make sure to restore your iPhone using recovery mode without restoring from backup. If you're still having problems at the end of all of this testing, then make a Genius Bar appointment. You can use the new free Apple Store app to make that appointment, if you like.
Be firm, yet polite at the Genius Bar. When you're at the Apple Store and talking with your Genius or other Apple Store employee, they may suggest that you purchase a $29 iPhone 4 Bumper to fix your reception issues. In our opinion, that's the time to firmly but politely decline to spend your hard-earned money to fix a problem caused by a product that appears to have more problems than just an issue displaying signal strength bars. Show the staff your records and screenshots, and offer to play your videos. If the Genius or store manager offers to swap out your iPhone 4, ask them if they expect a swap-out to resolve the problem. Make it clear that you want Apple to fix your issue, and that you expect to be able to place calls while holding your iPhone in your hand.
Keep in mind, you're not going to be able to just demand a free bumper. If you're uncomfortable walking into an obvious consumer rights situation or just don't have the time to go through the standard "fixes" first, you may want to simply part with the $29 and watch the issue go away. On the other hand, you've paid for a working product, and if you're well prepared, polite, and patient, you may be able to resolve the issue at no cost to you beyond an investment of time.
Genius Bar employees don't set Apple corporate policy. Apple Store managers are accountable for their inventories and revenues. It appears, however, from numerous reader anecdotes, that the bumpers are ameliorating the reception issues. In our opinion, Apple should do the right thing and just supply a bumper on request -- which would be a lot cheaper than the $100 credit offered to irate first-gen iPhone early adopters when the phone price dropped. Right now, they're not doing the corporately responsible thing -- they're making excuses instead.
We can't guarantee that you're going to find satisfaction, but if you are prepared and polite, you might just have the problem resolved at no cost to you. And, if you don't get satisfaction, Apple has waived the restocking fee if you want to return your iPhone 4. If you've been able to get a free bumper to help your iPhone 4's reception, or if you've been told by Apple that there is no problem, we'd like to hear about it. Leave your comments below.
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Apple's rumored policy is to not give away the $29 bumpers to consumers, and DIY bumpers may not suit your style. So, how do you get the...
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It's not that I'm trying to get something for free, really... it's that they're completely disrespecting their most loyal customers by not acknowledging an issue and by not swallowing their pride and giving each iPhone 4 customer a free bumper which could at least temporarily fix the problem, until they issue a recall or fix the issue and offer swaps or whatever.
I'm aware that I can return the phone, but frankly, I really don't want to. Except for this one (albeit serious) flaw, it's an awesome device, and much better than the alternatives in most areas (battery life, apps available, etc.) I want the iPhone that I paid for and I want it to work properly. I don't want to have to hold it in a way that's precarious or is going to cause my hand to cramp-- I should be able to hold my phone however I want, especially when the "death grip" happens to be probably the most 'natural' way to hold a phone. I also don't want to HAVE to put a bumper on it, but that's why, if it turns out I do (at least for now until, like I said, some more permanent solution is offered) I don't want to have to pay for it. Especially when they're backordered at all the stores and online. I don't want to shell out $30 to fix their design flaw and wait three weeks for it, to boot.
So I called the company several times regarding the issue and was told all the usual things... I felt like I was having a script read to me, frankly. But I was very patient and polite with everyone that spoke to me because I understand that it's not their fault and that Apple has apparently forbidden them from appeasing customers calling in to complain about this. So after I realized that I definitely wasn't going to get anything out of them related to the reception problem, I expressed my dissatisfaction, as a loyal Apple customer, with the way the company was handling it, and the fact that I'd spent so much time calling to troubleshoot, complain, contact Apple stores in the area to see if they had bumpers in stock, etc. And I managed to get a $25 gift card to use in my local Apple store... that's as close to a success story with regards to this issue as I've heard in a while. :P
I want to get an Iphone4 and test it for 30 days to see if the connection problem affects me or not. Anyways, does anyone know if you are committed to the new att contract if you purchase the iphone? If i don't like it i'd prefer to go back to my old contract without data or messaging.
July 03 2010 at 5:15 AM Report abuse Permalink rate up rate down ReplyI am one who hasn't seen or held on iPhone4 at all, so am reading people woes. What am I to think? There are many who have problems, and I can assume that there is a problem because Apple has admitted it. The question, how big is the problem?
Consider this fact: If I based my decision on purchasing products because of reading online consumer reviews I hardly would of never have bought anything. Now for an Apple product, a MacMini. I read many reviews of the MacMini prior to me finally purchasing one and I can honestly say that I am glad I did not listen to all the complaints because it has to be the best computer I have bought without a doubt. Be critical of whiners as well as the praisers.
How about the iPhone4? The general consensus it seems that Apple goofed up here and failed to test the product before the final design was given the ok. Maybe? However, I'll like to test the phone myself.
I'm on my second iPhone 4 because of the HORRENDOUS proximity sensor problem. It is FAR worse than this reception issue, trust me... it is getting way out of hand:
http://discussions.apple.com/thread.jspa?messageID=11819047#11819047
Try doing a full restore, supposedly the proximity sensor issue is due to installing information from previous versions of iPhone backups.
If Jobs thinks that rewriting the software is going to correct the problem, then somebody better check the Kool-Aid. My son-in-law and I were standing next to each other. He has an iPhone 2 and I have an iPhone 4. We both started out with four bars on our phones. When I placed the death-grip on the phone, the bars gradually disappeared while his phone remained constant, even though he had the same grip on his phone.
Tell me now, Mr. Jobs, how is changing the software going to equalize those two phones? As far as the bumper is concerned, I returned my bumper to the store when I found that it interfered with allowing the plugs to seat for both the A-V and auxiliary connector ports. I may have to go back and get another bumper and trim out those two openings with my Moto-tool.
Other than that I love the phone.
So do as Steve told you to do. Don't hold it so the signal diminishes. D'uh. Did you stare at the solar eclipse when you were told not to?
Look, there's no longer a restocking fee so there's no point in griping. Just return your iPhone 4 to Apple and let someone else have it. Demand is far too great for any iPhone 4 to be sitting in some disgruntled consumer's hands. Someone else will be very happy to give it a new home.
I solved the iPhone4 issue(s)!!!!!!
I let my wife have the phone, and I went for a BlackBerry 9700! Theres already enuff Apple in my life from a Macbook Pro to ipod touches to my iPad and an iMac ;)
Hold Different - people!
Much ado about nothing... http://digg.com/d11VjQE
July 02 2010 at 6:34 PM Report abuse Permalink rate up rate down ReplyIf there is no restocking fee for the iPhone 4, then what would really send a message to Apple is if people just returned their phones and waited until the problem was fixed to buy it again
July 02 2010 at 6:04 PM Report abuse Permalink rate up rate down ReplyYep it would. Everyone that is having issues, and not getting an actual fix should just return the phone. when they get large amounts of returns, it will get noticed. Particularly since on all new items returns are logged into the repair database by a genius and it will say that it's due to reception etc.
Mind you it will take more than the perhaps .5% accounted for by all the blogs but who knows how many folks are out there that don't live on the 'Net.
"they have gotten complimentary Apple iPhone 4 Bumpers "
They have received....
It seems the proximity sensor issue is for more worser than the antenna/bar issue
Proximity sensors doesn't detect your face is near the phone and the touch of the ear passes weird command to iPhone4
I my case
- called a friend of mine in contact list while during a call
- went to face time couple of times
etc.,
don't know it's hardware or software issue
http://discussions.apple.com/thread.jspa?threadID=2475509&start=0&tstart=0
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