Part consumer watchdog and part product testing and reviews, Consumer Reports dominates consumers’ buying decisions. Before purchasing anything — baby gear, consumer electronics, even household appliances — users turn to the trusted voice of Consumer Reports. So it is a big deal when the venerable consumer watchdog group repeated its recommendation to not buy the iPhone 4, and denounced Apple’s plans to end the free bumper program, calling it “less customer-friendly.”
Apple had announced the company will no longer provide free bumpers for iPhone 4 owners after Sept. 30. It will also revert to its normal return policy. Users still having antenna problems will have to go through AppleCare and convince the reps they need a new bumper. And where the current program offered owners a choice of seven cases, including some from third-party manufacturers, the new program will only offers Apple’s own Bumper, a frame-like cover that runs around the edge of the phone.
“But putting the onus on any owners of a product to obtain a remedy to a design flaw is not acceptable to us. We therefore continue not to recommend the iPhone 4, and to call on Apple to provide a permanent fix for the phone’s reception issues,” the group said on the Consumer Reports blog.
The Consumer Reports tests products internally, and found that customers without a bumper still had reception issues with the iPhone 4. Apple began the bumper program shortly after Consumer Reports announced its findings and refused to recommend it earlier this summer.
When ending the program, Apple claimed the number of customers affected was “even smaller than we originally thought,” prompting the consumer watchdog to fire back: “Apple provided no data to detail its claim of lower-than-expected incidence of dropped calls with the iPhone 4.”
Consumer Reports editors have a long tradition of reporting on cars they don’t know how to drive, so it’s a small step for them to report on a phone they don’t know how to operate. The marketplace delivered the verdict on the iPhone4 a long time ago.
Poor Apple. They only sold millions and millions of them instead of billions or kajillions.
What’s ironic in this situation is that Apple ended up making a mountain out of a molehill. Had the problem come out and Apple said “Well, we messed up, we’re sorry, everyone have a bumper case” I don’t think people would care, nor would Consumer Reports still be holding a grudge. Instead, Apple first tried to deny the issue, then they tried say all Smart Phones had this issue, then they tried to blame the FCC for setting such requirements for the antenna which prompted reports to come out stating Apple knew about the issue and still released the phone. This put Apple in a lot of hot water with Consumer Reports and consumers alike and now Apple is forcing people to prove there is an issue and stating that “the problem isn’t that big”. Business 101: if you mess up, admit it; you then count your losses and move on so you can retain customers, as well as love from the industry specialist; you don’t try to blame everyone else and then cut our your only solution.
While I do feel that Consumer Reports is going a bit overboard (yes, the antenna issue sucks but beyond that, it’s a good phone) I think that had Apple played nice this would all be a moot point: they made their bed, they should lie in it. What’s going to be interesting is that Microsoft is already saying that the Windows 7 Phone will crush both the iPhone and RIM in the Smart Phone Market (though no talk of beating Android-based phones) so I wonder if this issue that Apple created themselves will lead to that prediction.
I think that Apple providing a permanent fix for the original iphone’s reception issue is impossible, that issue is basic on the hardware but the software, I am afriend we only can look forward to the upcoming White iphone 4 and Verizon one, but Apple has offered most free case to consumers, to some extent, Apple has made up the antenna issue,but from the aspect of business cost, apple no longer provides free case service, which is also understandable. In fact,
my sister have a iphone4, and there is no problems on signal..she feels so good ..and combining her Aneesoft iphone video converter, she think her iphone 4 is perfect~~ so ,i supposered iphone 4~~
Apple " We might have a problem but we don't think so"
Me "My phone drops calls when i hold it this way"
Me "I got a software update and the signal bars look bigger but i still can't "hold it this way"
Apple " Here is a bumper for you. We might have a problem with the phone but we don't think so. Certain users that don't really don't know how to use an iphone are having problems. You must be stupid"
Me " I'm not stupid and your bumper seems to be working. I can now hold it this way with the bumper on"
Apple "We have data that says this is a non-issue. We make the best products on the market and to suggest we did something wrong is simply silly. We know what is best for you. Good thing you got a free bumper now because after Sept 30 we will start asking your questions on your intelligence if you still can't hold it this way"
Me " Can i See this data that says its a non issue?"
Apple "No your not qualified to see the data"
LOL @ apple fanboys who *still* refuse to admit there is a problem with the iphone 4. the thing could randomly explode and they would line up to buy a replacement time and time again. i'll never understand how a human can show such devotion to a corporation.
LOL @ Android fans who love to troll sites and post useless comments. Move on Mama Bear, you are not contributing any intelligence to this thread.
If you really want to get a reading on how Apple is doing, just look at the ratings of the comments here. Look at the ratings of comments on any similar story on any web site (outside of Apple fanboy havens).
Apple has lost the status of the underdog. They've lost the status of a company that never makes mistakes. They just aren't "cool" or trendy any more.
All of this is their own doing. Enforcing silly restrictions on their devices, acting like arrogant fools, and generally making asses of themselves have resulted in a clear anti-Apple shift in the minds of the majority.
There will always be those who devote themselves to Apple in a strangely cult like fashion, but the general public has moved on.
Yawn, Don't slag it if you don't have it. Buy a BB or a Nokia for goodness sake and let it rest. My iPhone 4 works just fine that I even removed my free case.
Move on people!
I have an iphone 4 and love it. it's obvious that antenna gate is not a big issue considering the sales of the phone. At the end of the day, I think consumer reports is trying to save face, since it initially recommended the item as the best phone on the market after their initial testing. At the end of the day their credibility is just as shaky in the sense that you wonder how thorough they test products.
Brad – seems like you are making Tom's point for him. Apple has only one horse. Others (like Android) have options, and are taking share….and Apple's horse has ugly teeth. I am a BB user, and been seriously considering switching to the iPhone. The inability for Apple to own up to a flaw and fix it has me thinking twice…Apple has a credibility issue.
And you can stand by any other phone maker? There is a class action suit against Samsung from upset customers, Motorola adds a new phone every 3-6 months (Droid, Droid X, Droid 2).
At least Apple DID acknowledge that there was a problem and offered free bumpers to people that were upset, or customers could get their money back and return their phone. What more can a company do? Tell me? You can bet there will be a fix in the next new model, but until then, they have done everything they can.
And, I too am a BB user. Love my Bold 9700. But I am pretty impressed with the iPhone 4.
I work for the wireless company that sells the iphone.. the only problem with Apple is no, at first they would admit to the problems the phone has/had. Jobs tells employees not to admit to the problem and only advise them to hold their phones different..
Its ok to have a bug in your phone. All phones have them across the board the problem is not owning up to it and then being bold about the fact that they know you LIKE/LOVE their product soo much that they don't have to fix it if they don't want to.. The iphone is a great phone esp if your a Mac user but their are other Great phones in the market place as well.
Such a liar. What wireless company do you work for? If it's AT&T, then you would not have heard from Apple management like Steve Jobs. If you work for Apple…then you don't work for the "wireless company".
I bet you are an Android fan….
I am a android fan but I'm also a fan of iphone. yeah i work for at&t . i sell the iphone as well as android phones and I can give you the problems with just every phone i sell and yes i do have access to certain emails that normally most ppl don't see. but hey you don't have to believe me. thats cool. but you have to admit that Mr. Jobs comes across abit arrogant at times when it comes to the iphone. I will say that the original iphone changed the whole cell phone industry and even that one had its issues.. He puts out a GREAT product. But lets not act like it doesn't have its problems