Apple’s iPhone 4 Antenna Troubleshooting Procedures Leaked

By now you must have heard about the whole iPhone 4 antenna debacle. In case you don’t know about it, let me give you a short recap. Basically, when held with the left hand, connecting the two antennas, the signal drops significantly, often cutting off cell signal. Steve Jobs’ official statement on the issue: hold it different!

I personally think Steve-o is full of it on that one and apparently, Apple might be working on a software update that will hopefully fix the issue.

Now you might have called Apple or even visited an Apple Store about this issue. According to an internal document leaked to BGR, this is the answers you probably received:

1. Keep all of the positioning statements in the BN handy – your tone when delivering this information is important.

a. The iPhone 4’s wireless performance is the best we have ever shipped. Our testing shows that iPhone 4’s overall antenna performance is better than iPhone 3GS.

b. Gripping almost any mobile phone in certain places will reduce its reception. This is true of the iPhone 4, the iPhone 3GS, and many other phones we have tested. It is a fact of life in the wireless world.

c. If you are experiencing this on your iPhone 3GS, avoid covering the bottom-right side with your hand.

d. If you are experiencing this on your iPhone 4, avoid covering the black strip in the lower-left corner of the metal band.

e. The use of a case or Bumper that is made out of rubber or plastic may improve wireless performance by keeping your hand from directly covering these areas.

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.

When I exchanged my iPhone last weekend, I asked the “genius” if she could give me a Bumper for the antenna issue. She said she would have given me one but there were all sold out. I guess she hadn’t had the memo yet…

Now you’d better come with a software fix for this antenna issue, Apple, because buying a case or holding my iPhone differently won’t cut it for me.

What’s your take on it?