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Is the iPhone 4 controversy much ado about nothing or a really big problem?

by Mel Martin Jul 13th 2010 at 2:30PM

What's going on with the iPhone? It certainly depends on who's talking. This morning Dan Frommer of Silicon Alley Insider says the iPhone reception problem is a non-issue and will blow over.

"You can make calls, use the internet, and do everything else you should be able to do on the iPhone 4 all of the time, or almost all of the time."

"But there's no reason for a huge recall. This isn't a faulty car that might kill you. It's a phone, and it's a phone that works."

On the other side of the ring people are screaming for blood, and are sure the phone is just unusable. It's hard to know what to believe.


When you crank all the emotion out of this, here's what appears to be the case. Most people using the phone are happy. They either aren't seeing the problem, or it isn't enough of a problem to get them to return the phone. I haven't seen the issue myself, but I live in a high signal area and have a MicroCell at home. I've tried all the death grips, chants and everything else I could think of, but I can't drop a call or see anything dramatic happening on the signal strength meter, which is probably wrong anyway. Having said that, there are real problems for a large number of people out there. A few friends whose observations I trust, say they can duplicate the issue and slow data transfer way down or kill a call in progress.

People are debating the Consumer Reports test as well. One engineer has written a piece saying the CR test is crap. Others will disagree.

Here's what is really clear. Apple is in the middle of PR Armageddon of its own creation. Always secretive to a fault, Apple simply doesn't like to admit any defects in a product they sell, and we know from experience that Apple's products are almost always first rate. Apple tops every customer satisfaction survey, and you don't get that position by making rotten products are dealing badly with customers.

I don't think this problem is going away anytime soon. Apple will have to make a statement. They can, in any combination:
  • Deny the problem
  • Admit to it and say they are working on a solution
  • Offer bumpers free to people who want them
  • Provide a non-conductive cover for the antenna
  • Continue to take phones back from unhappy customers and offer a full refund
  • Recall the phone and re-engineer the new model with a better antenna design
Any public relations pro will tell you that this has turned into a big mess. To a degree it doesn't matter if the problems are real or perceived, and it looks like for many, the problems are real. Apple has got to stop doing its best imitation of a clam and open up a bit.

A reputation is a terrible thing to waste.


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What's going on with the iPhone? It certainly depends on who's talking. This morning Dan Frommer of Silicon Alley Insider says the iPhone...
 

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Chuck Stoffregen

The iPhone 4 antenna problem is much like complaining that you can't take a picture because you like to hold the iPhone with your finger over the lens.
Just hold the iPhone without blocking or grounding the antenna.

July 14 2010 at 11:44 PM Report abuse rate up rate down Reply
Yakobsen

I can make the bars drop some of the time, but if anything, the reception is better than my previous gen iPhone. When actually using the phone, I've had no dropped calls, and the web speeds are amazing.

July 14 2010 at 12:41 PM Report abuse rate up rate down Reply
Scott E

I've been using mine for a couple of weeks now, and it's great. I can get signal drop by purposely using the death grip, but I haven't had any dropped calls. I don't see it as a big issue, and the phone is great.

July 14 2010 at 11:15 AM Report abuse rate up rate down Reply
erinsonb

oh my godddd life is sooo hard, my stunning iPhone 4 signal bars drop but I can still make calls, ughhhhh how do I go onnnnnnnn

July 14 2010 at 9:53 AM Report abuse rate up rate down Reply
Nonnu

So... looks like Apple is learning from BP... first you deny then you say you're sorry

July 14 2010 at 6:33 AM Report abuse rate up rate down Reply
Jboy90277

I don't get how this phone is "unusable." I am a lefty and do hold my phone in my left hand. I have terrible AT&T reception at the office - dropped calls all the time with my old 3GS and have coworkers with Blackberry phones that drop calls as well. I can also replicate the death grip issue at times if I work hard at it. Yet with all these things supposedly working against me, I have no problems making or receiving a call. I put my phone in a Belkin clear case to protect it from whatever hard object is in my pocket and the occasional drop to the desk or floor.

Folks that are in the same situation and refuse to put it in a case or hold it differently care more about looks than functionality. Folks that cry bloody murder most likely don't have an iPhone 4 and are just trolling. The iPhone 4 is far from "unusable."

July 14 2010 at 12:25 AM Report abuse rate up rate down Reply
1 reply to Jboy90277's comment
Jboy90277

One other note. I went to the AT&T store when I read they were offering some customers with free 3G microcells. I didn't get a free offer letter, but I was able to purchase a microcell for $100 off ($50 + tax). I installed it at the office and made the all the office ATT users happy (10 person limit on the microcell). I guess I could take my phone out of the case now that the macrocell is in, but that wasn't the reason I got the case to begin with.

July 14 2010 at 12:46 AM Report abuse rate up rate down Reply
tomoc

another blog had a poll and about half saw no evidence of the death grip at all, some saw bars go down but no lost calls, and a small percentage lost an unacceptable amount of calls. Everyone agrees that a bumper fixes the problem, so now is the time to either get a refund or a bumper if you have problems.

If it drives you crazy, bring it back to apple... if you don't, at some point it would be nice to move on.

tom

July 14 2010 at 12:10 AM Report abuse rate up rate down Reply
cinnamonaldehyde

A little bit of clear nail polish will handle the problem...

July 13 2010 at 11:04 PM Report abuse rate up rate down Reply
Robert

I can definitely see some difference but like a large majority of users that put cases on their phones it becomes a non issue.

Does this let Apple off the hook? No. But I love my iPhone 4 and since I have solved my issue with a case I would have bought anyway I am good to go. And to all those who buy cases anyway... just buy your case as usual and enjoy your phone. :-)

July 13 2010 at 10:31 PM Report abuse rate up rate down Reply
JD

Mine is a launch day phone. It's been to six cities including Disney World, plus fringe suburban areas, etc. The only call I recall dropping was on the way through an Interstate tunnel (meaning I was dumb). Not saying there isn't an issue -- only that I have doubts about it being an inherent design problem.

July 13 2010 at 9:53 PM Report abuse rate up rate down Reply
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