Apple offers free iPhone case to tackle reception problem

The iPhone 4, evolutionary rather than revolutionary, has had users reporting signal strength problems since its launch. It continues to sell well, despite what appears a big flaw and Apple refusing to be helpful.

Let’s have a quick run down of what’s happened since the iPhone 4 launch on the 24th June.

June 24th
The same day as the phone launches, CNET report that users are having signal issues when holding the phone a certain way – in particular having your hand over the left hand corner of the phone (left handed users are more likely to do this whilst holding it).

When Ars Technica contacted Steve Jobs via email, he responded that users should “avoid holding it in this way”.

June 25th
Apple tell the press that losing signal whilst holding a phone is “normal” and that they should “avoid gripping it in the lower left corner”. Alternatively, “Simply use one of many available cases”.

June 26th
Engadget report that a Danish Professor warned Apple about their antenna design back in early June.

June 30th
In an internal memo, Apple tells staff not to offer customers free accessories that could resolve poor reception problems if they complain about low signal strength.

July 2nd
Apple decides to blame software rather than hardware for the signal problems, stating that the algorithms for displaying the signal strength were wrong.

July 12th
Consumer Reports says it can’t recommend the iPhone 4 after conclusive and extensive tests show “there is a problem with its reception”. It also says that its findings call Apple’s explanation of a miscalculated signal meter into question.

Engaget reports that Apple is deleting posts from its forum that make mention of the Consumer Reports article. It also tests the signal issue and reports that they have “confirmed and clarified that the antenna issue affects every iPhone 4″.

So…
I don’t really know where to begin with stating just how wrong this whole debacle has been handled. Apple’s ability to not accept any responsibilty for something that is blatantly a fault, goes beyond shoddy. The signal strength “bug” is simply the equivalent of sweeping rubbish under the rug – the problem is still there, just will now be reported differently.

Therefore, in the middle of all this, would you expect a well respected PC magazine to not only give the phone their top award BUT state “We have managed to replicate the problem, but to do so we had to grip it so hard, and in such an awkward manner, that it wasn’t a problem for us”. Which is odd, as all suggestions are that the signal strength problem occurs when simply holding it in the hand, with your palm gripping the lower left-hand corner. When I hold my phone I hold it like this, but on the right hand corner – if I was left handed, I’m sure I’d recreate the fault. Not only, that but the above tests by various other sites have shown conclusively that this is happening. If, indeed, it only happened when gripping it in “an awkward manner”, would there have been such a flood of users experiencing the problem?

So, stand up and be counted PC Pro, for your review. A review which has been, by the majority of commenters on their website, berated but which they still stand by.

A review, where although the iPhone gets a lesser score that than the HTC Desire, they are now recommending it over the Desire. A review which leaves the signal issue to the end and quickly moves past it after a half-arsed attempt to test it. A review where they admit it’s stupidly expensive (and only give it 3 out of 6 for value for money). I expected better of PC Pro. Even if you ignore the signal issue itself for a moment, the way that Apple are treating their customers (who have, after all, spent rather a lot of money on this product) is shocking. How can you recommend a faulty product, supported by a company that shows nothing but contempt for its customers?

Except, PC Pro is not alone.

Engadget, who are quoted above as stating that thet have “confirmed and clarified that the antenna issue affects every iPhone 4″, says in its review that “the iPhone 4 is the best smartphone on the market right now”.

Consumer Reports - you know, the people who can’t recommend buying an iPhone 4 – has it as their highest rated smartphone. So, they recommend it, but don’t.

What’s going on here? I’m not going to suggest anything dodgy (which many do), but are they getting caught up in the Apple hype, like so many other people? Why don’t they, once they know the extent of the issues, go back and change their review? Or, as is the case of Consumer Reports, you appear happy to have completely opposing views.

In these reviews I don’t notice the other problems with the iPhone being mentioned – for example, the sealed non-replaceable battery (well, unless you send it to Apple with a big fat cheque), the lack of Flash, the iTunes lock-in, etc. It’s as if these venerable, and respected, sites just accept this now as the norm and ignore it rather than keep bringing it up (which, let’s be honest, is the only way this is likely to change).

So, PC Pro, Engadget and Consumer Reports – do you still stand by your review? Will you look further into the signal issue, in light of thedamning evidence that it’s a lot more serious?

Update on 14th July:

Tim Danton, editor of PC Pro, replied…

We do still stand by the review, but I’ll leave it up to our reviews editor whether or not to comment any further…

I’ve not yet had a comment from their reviews editor. Or, indeed, Engadget or Consumer Reports.

I’ve not hidden in the past my dislike of certain aspects of Apple products that I don’t like.

And today’s news that there are reported problems with the iPhone 4′s data connection didn’t surprise me. It appears that they’ve embedded the antenna in the bottom corner of the phone and, held in hand, it rapidly looses signal (especially, it would appear, it you’re left handed). That’s not too good.

All of this is made worse, by the fact that the iPad also had (and may still have, as I’ve not kept up on this) wi-fi issues at launch, where weak signals appeared common place.

A work colleague bought an iPad this week and showed it to me. I wasn’t overwhelmed, I have to say – in particular it was a lot weightier than I expected. Anyway, he boasted how much better it was than his Netbook, whilst wondering why his wi-fi connection kept disappearing. The best he got was 1 out of 5 signal bars. Meanwhile, next to him was my Netbook, connected to the same network and showing 4 out of 5 bars of signal.

Hey, let’s make it slimline with more chrome? Yea. Connectivity? Who wants that.

Maybe if they spent as much time on the practical elements as they did on the desire and their ridiculous PR announcements, they’d have a great phone. Meantime, little things like connectivity and being able to change the battery matter to many people.

Update

An update on the iPhone 4 problems, courtesy of PC Pro..

Apple has played down dissent surrounding reception problems on the iPhone 4, telling buyers of the £500 handset that signal loss is normal in mobile phones and to hold it differently if they experience signal loss.

The reception issue emerged on launch day for the iPhone 4, with users reporting that holding the phone – particularly in the left hand – caused signal strength to drop, sometimes drastically.

Nice way to deal with the issue.

But according to Apple, signal loss is perfectly normal in handsets.

“Gripping any mobile phone will result in some attenuation of its antenna performance, with certain places being worse than others depending on the placement of the antennas,” said Apple in a statement.

My Hero has the antenna in the base of the phone but you have to very specifically wrap your hand around the very bottom (and not in a natural way you’d hold the phone) to lose some signal. Holding it naturally, as if making or taking a call, the signal doesn’t drop.

Yeah, they are absolutely right, all mobile phones I’ve used have lost network connection as soon as I hold them. That’s totally normal!

PC Pro adds…

If you ever experience this on your iPhone 4, avoid gripping it in the lower left corner in a way that covers both sides of the black strip in the metal band.”

The casing of the iPhone is made from stainless steel, which Apple says also acts as the antenna for picking up wireless signals.

When Apple boss Steve Jobs first showed off the iPhone 4 at the Apple Worldwide Developers Conference, he described the integrated antenna as “really cool engineering”.

However, it appears naked flesh on the metal around the antenna can either cause a bridge between different sections of the aerial that disrupts the antenna or simply masks the signal.

That last statement does sound to be a design fault more than anything. As somebody else comments…

How could such a big fault slip through alpha much less beta testing?  If this is an engineering fault Apple need to fix this fast or the cool crowd will turn on them

I doubt the last bit, though. I suspect if Steve Jobs walk on stage and showed them a turd with an Apple logo on it, most would buy it. For £400. And they’d clap and whoop.

And what a great analogy for how the iPhone 4′s looking at the moment too?

I wasn’t going to blog about the iPhone announcement as, well, it didn’t really interest me. About the only feature that I think is ahead of other manufacturers is the high resolution screen – not much higher than the latest HTCs, though, and not AMOLED, but none-the-less impressive.

Here’s what developers said about the “revolutionary” FaceTime feature on the new iPhone…

“FaceTime is the feature that will really take the iPhone to the next level for me,” said Vincent Ganneau of Haploid.

“Everybody has been talking about face to face chatting for a long time,” said Sean Vosen of Vokal.

“This changes everything in terms of what we can provide, what people can do, the reach, the speed and who can use these devices. It has blown me away.”

Wow. What is this amazing new feature? It’s video calling. Something I had on my phone years ago.

Except FaceTime (poor name) only works across iPhone 4s. And on Wi-Fi. And on the same phone network. Unlike my chunky old 3 mobile which would work on the 3G network to any other 3G connected phone.

Or have I missed something?

Sorry, distracted by the chance to have a rant about a product that isn’t actually revolutionary. New iPhones often have a single feature that’s new, but everything else is old hat but re-packaged. And the iPhone 4 is more of the same.

No, what I was going to write about was something that has been mentioned before on BBC blogs, and even on the BBCs own Feedback radio programme.

Everytime Apple launch a new product, the BBC go to town with what amounts to nothing more than full page ads for Apple. So, a new product has been launched – it’s evoltunary rather than revoluntary.

But where’s the BBC page about the HTC Desire or HTC Evo? The HTC Desire has already been declared to be an iPhone killer and the HTC Evo advances that further with a front facing camera (yes, HTC beat Apple to it), 8 mega pixel rear facing camera with twin flash and the ability to create WiFi hotspots.

But there’s nothing on the BBC site.

Indeed, the last time HTC had more than a glancing mention, it was when they were suing, yes, Apple. I could be cynical and say that it probably only got a mention then because of who they were suing… but I won’t

Seriously, BBC? Unfortunately, they hide behind the fact that these Apple events are incredibly popular and is, therefore, in the interests of the public.

However, the Apple fan-boy who is desperate to read about the latest Apple product launch is not the majority. And when this level of publicity does nothing for Apple except promote their product, then the BBC should be re-thinking its policy.

Maybe stick a page about it in the technology section and leave it as that. Oh, and make sure you cover other big product launches too.