Tag Archives: apple customers

Apple officially launched the iPhone 4 with its usual mastery

Apple’s iPhone 4 Fumbles

What a crazy summer it’s been for Apple.

On June 24, Apple officially launched the iPhone 4 with its usual mastery. In April, there had been the prototype that was “accidentally” left in a bar and ended up in the hands of Gizmodo’s editor, Jason Chen. The subsequent police raid on Chen’s home a few days later gave new life to the story just as it was beginning to fade. In May, another prototype popped up in the hands of a Vietnamese businessman. Now the renewed speculation had the added spice of mystery: How could Apple lose two prototypes so close to the anticipated June announcement? Were these accidents or a ploy?

The ensuing announcement on June 7 by Steve Jobs answered all the questions about features and everyone now knew when they’d be able to get their hands on the phone: June 24. Some began waiting in line days early, and in Manhattan a few sold their spots in line. The lines were so long, that in places it got ugly. In Los Angeles, 2,000 people were incensed that Jason Bateman was able to jump the line for his iPhone.

And then it really got interesting.

There were immediate reports of a problem: poor reception and dropped calls. At first, Apple let people blame AT&T, an easy target. Next, they said that the problem was with the software in their phone, which was over-reporting the actual signal strength. In other words, ‘”we made a mistake but the real problem is with AT&T.” As evidence mounted, Apple finally acknowledged that there was indeed a design problem: If you held the phone in your left hand to make the call you compromised the antenna. But they also had a ready answer: “Don’t hold the phone like that.”

Gee thanks.

Many Apple customers were understandably incensed. As they were with the suggested alternative: buy a case from Apple. As the anger mounted, Apple tried again. This time masterfully. With misdirection. “All smart phones suffer from this problem,” announced Apple. “It’s called the ‘death grip.’”

Apple’s partly right: the “death grip” problem is a common problem to at least some degree with most smart phones. But the misdirection is this: the original problem is completely unique to Apple. When Consumer Reports called Apple’s bluff, Apple finally relented and announced free iPhone covers that fix the real problem.

Thanks Apple. That was easy.