Apple rules out free iPhone signal solution

Apple has told staff not to offer customers free accessories that could resolve poor reception problems if they complain about low signal strength on the iPhone 4.

Apple rules out free iPhone signal solution

In what appears to be an internal memo, leaked and posted on the Boy Genius Report, Apple has provided staff with instructions on how to respond to queries about signal strength on the iPhone and specifically forbids offering a free case.

“We are not appeasing customers with free bumpers,” the memo reads. “Don’t promise a free bumper to customers.”

This is despite the fact that Apple suggests staff dealing with complaints from customers should tell them “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 [of the antenna]”.

The company acknowledged last week that the £500 iPhone 4 has issues with reception when held in a such a way that flesh touches the antenna built into the handset’s metal casing.

Now the company is warning support staff dealing with customers only to escalate complaints if the reception problem persists when the phone is placed on a table and not being held at all.

“Only escalate if the issue exists when the phone is not held AND you cannot resolve it,” the memo said.

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