Apple to Customers: Here's a Free Case, Live With iPhone 4 or Get Out
July 16, 2010 1:50 PM
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iPhone 4: The Forbidden Grip
Steve Jobs wants to keep you happy by giving you a free case for his company's defective iPhone 4.
"Phones aren't perfect" -- Steve Jobs
Today at Apple's 1 p.m. EST, 10 a.m. PST
, Apple finally formally addressed the iPhone 4's
, which its engineers reportedly
warned it about last year
, but it ignored. Despite reports claiming that it might initiate a recall, Apple took a hard line, with most of its presentation boiling down to one word -- denial. But to Apple's credit it is giving users a free bumper case and letting them return their phones for free within 30 days if they're still unhappy.
Apple CEO Steven P. Jobs who infamously told users "
You're holding it wrong
" took the stage and began by stating, "
We're not perfect
Phones aren't perfect either... But we want to make all of our users happy.
We love making our users happy.
We're going to talk about how we're going to do that today... but before we get into that I want to talk about the problems and the data we've got so that we can make sure we make all our users happy.
Jobs then turned to a bit of bragging --
3 million iPhone 4s sold in only 3 weeks. He described it as the best smart phone in history, saying reviews back him up on that.
He then commented, "
We started getting some reports of people having issues with the antenna system..People were touching this spot here.
Seeing a large drop in bars... sicne dubbed Antennagate.
We heard about this just 22 days ago from today. It's not like Apple's had its head in the sand for 3 months on this... Apple is an engineering driven company.
He then turned to tests which Apple engineers conducted. He claims those tests show similar drops in signal, based on hand grip with a
Blackberry, the HTC Droid Eris, and the
Samsung Omnia 2
. Jobs' conclusion? "
This is life in the smartphone world. Phones aren't perfect.
Of course Jobs failed to show a wide variety of smart phones -- such as the
HTC EVO 4G
, Droid Incredible, etc.
He again reaffirms his stance that users need to be sure to have the correct grip and that the problem is mostly imagined stating, "
We went to a lot of trouble to put this beautiful line in the stainless steel to say here's where you touch it everybody... and we had incorrect bars, so when it did drop the drop looked far more catastrophic."
Apple says that its testing to come to this conclusion was extensive. It spent $100M USD on its signal testing facility, complete with anechoic chambers. It has hired
18 PhD scientist and engineers
(though earlier reports indicate it perhaps wasn't listening to them).
In his presentation, Jobs cites AppleCare numbers which he claims indicate that only 0.55 percent of customers had enough of an issue to contact Apple. Further, he says that return rates on the iPhone 4 are a miniscule 1.7 percent down from 6 percent (granted maybe some customers were waiting for Apple's response).
Jobs did admit that the iPhone 4 drops more calls that the iPhone 3GS, but claims that it only drops 1 more call per 100 calls than the 3GS hardware -- in other words less than a 1 percent difference. He claims his inbox has been overflowing with emails telling him how wonderfully the iPhone 4 is working and how great it is. In fact he claims he received 5,000 such emails.
He concludes by summarizing about the
cosmetic "fix" to the number of bars drawn
. And then finally, he tosses customers a bone. Apple will be giving out a free cases (Apple's own $30 USD newly designed case which reportedly fixes much of the signal problems or similar third party designs). Until Sept. 30 Apple will give one of the cases to every iPhone 4 purchaser for free. Customers who already bought a case will be refunded. And international customers will be eligible for the offer as well.
The proximity sensor issue was also briefly mentioned, and chief Jobs says a software fix is incoming. He also reminded that the white iPhone 4 will arrive at the end of July and that the iPhone 4 will launch in 17 countries on July 30th, as well.
The conference wraps up with Jobs commenting, "
We love our users.
We try very hard to surprise and delight them.. we work our asses off
and we have a blast doing it.
What motivates us is to have them love our products. W
e also connect them with great apps and content.
We love our users so much we've built 300 apple retail stores for them.
When we fall short we try harder."
And when we succeed they reward us by staying our users... so that's what drives us.
nd when we have problems like this and people are criticizing us, we take it really personally. Maybe we shouldn't, but we do.
e all read these stories and we take it seriously.
We think we've gotten to the heart of the problem, and the heart is that smartphones have weak spots.
And so for those small number of customers that are having problems, we're going to give them cases, and for those that are still unhappy we're going to give them a full refund.
But the data supports the fact that the iPhone 4 is the best smartphone in the world, and that
there is no antennagate
And that's what I had to present to you today
class action lawsuit
on the problems is pending.
All Mr. Jobs' quotes were taken from
live feed from the company's press conference.
This article is over a month old, voting and posting comments is disabled
RE: So to summarise...
7/18/2010 10:16:27 AM
Says the guy who makes no comment about the article, but only bashes posters who's views he disagrees with.
RE: So to summarise...
7/18/2010 5:37:18 PM
Who said I disagreed with the complaints? My issue is with people who expend so much fanboy energy hating on companies or products that they don't like for whatever reason. You've seen it constantly in pointless XBox 360 vs PS3 debates, you see it in Mac vs PC threads, lots of things.
Again, if you aren't being directly affected by these, and almost none here do judging by the number of people here threads who claim they would never in a million years touch an iPhone, then you are clearly wasting your time.
Tony Swash has one of the most dead-on comments in this thread. I'll say it again, taking this much time and energy to hate on a product you have no intention of owning indicates that you have a boring and meaningless existence and decided to use this to fill up your time.
RE: So to summarise...
7/18/2010 5:47:39 PM
Yet you're filling up your time by posting messages about other people you've no likelihood of ever knowing. By your own logic you must have a boring and meaningless existence to be wasting your time like this. Or does it only apply to products you might not buy?
Spenidng five minutes making a post on a tech forum about a tech article is hardly indicitve of an inidivual's quality of life. It seems a bit much to judge anyone who criticises Apple as having no life purely on a post on the internet. All it tells you is that some people have an interest in technology and business.
To make such extreme judgements on such limited information makes your position look much more like character assassination (ie. the age-old Ad Hominem attack) than a genuine, reasoned response.
RE: So to summarise...
7/18/2010 8:21:08 PM
This all took me under a minute, and it was simply me agreeing with Tony Swash and his post of sanity. Whenever I come by DR comments it is the same peanut gallery posting pages upon pages of the same obvious opinions, wasting time.
That said, you're right, I post any more and I'm starting to devote way too much time to this. Gonna enjoy the rest of this beautiful Sunday.
"If you can find a PS3 anywhere in North America that's been on shelves for more than five minutes, I'll give you 1,200 bucks for it." -- SCEA President Jack Tretton
UPDATE: Engineer Warned Jobs of iPhone 4 Antenna Issues a Year Ago, iOS 4.0.1 Now Available
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