Apple says users with iPhone reception problems are using it wrong

Rich Fiscus
30 Jun 2010 14:17

Since the introduction of their new iPhone 4, Apple has been getting complaints of reception problems related to users bridging a gap in the steel band around the phone's edge during normal use. Despite acknowledging that the issue exists, Apple has consistently defended their design and characterized the problem as a user issue.
The problem occurs when the device is cupped in the user's left hand in such a way that a gap in the steel band around the edge is bridged. Among other things, the band serves as a pair of antennas which are separated by this gap.
Holding the iPhone 4 in this way has been found to degrade or completely block phone and data service.


A number of people have reported getting email responses from Steve Jobs on the issue telling them to hold the phone differently. A recent statement from the company mirrored that sentiment.
“Gripping any phone will result in some attenuation of its antenna performance with certain places being worse than others depending on the placement of the antennas. This is a fact of life for every wireless phone. If you ever experience this on your Phone 4, avoid gripping it in the lower left corner in a way that covers both sides of the black strip in the metal band, or simply use one of many available cases.”
As the Apple statement indicates, the use of a case resolves the problem by covering both antennas.
A document reportedly leaked from Apple to Boy Genius Report seems to indicate the company intends to continue making customers responsible for solving the problem.

1. Keep all of the positioning statements in the BN handy – your tone when delivering this information is important.
   1. 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.
   2. 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.
   3. If you are experiencing this on your iPhone 3GS, avoid covering the bottom-right side with your hand.
   4. If you are experiencing this on your iPhone 4, avoid covering the black strip in the lower-left corner of the metal band.
   5. 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.

Apple is certainly correct that antenna issues aren't unique to the iPhone 4. But the fact it occurs when the device is being used in a way their engineers should have anticipated and tested for still makes this a design flaw.
There are a variety of ways Apple could be handling this. Denying all responsibility for the problem seems like choosing the worst one in the long term to avoid spending money on a slight design modification or a relatively inexpensive fix for existing units in the form of free or discounted bumper covers.