July 2, 2010: Apple opens up about “Antennagate,” issuing a letter that addresses iPhone 4 reception problems publicly for the first time.
In a letter addressed to iPhone 4 users, Apple admits to being “surprised when we read reports of reception problems, and … immediately began investigating them.” However, the company’s findings do little to dispel the growing Antennagate controversy.
Apple’s Antennagate letter addresses iPhone 4 controversy
The iPhone 4 was a great handset. When it launched in early June 2010, it became a giant hit, smashing records for preorders and opening-weekend sales. The Antennagate issue reared its head when some customers reported dropped calls. The glitch occurred when a user held the iPhone 4 in their left hand, with their palm covering the handset’s tiny antenna gap.
iPhone 4 reception problems: A software fault?
Apple design chief Jony Ive’s decision to remove the previous iPhone’s plastic antenna band caused the problem. In its Antennagate letter to customers, however, Apple placed the blame on a software fault:
“Upon investigation, we were stunned to find that the formula we use to calculate how many bars of signal strength to display is totally wrong. Our formula, in many instances, mistakenly displays 2 more bars than it should for a given signal strength. For example, we sometimes display 4 bars when we should be displaying as few as 2 bars. Users observing a drop of several bars when they grip their iPhone in a certain way are most likely in an area with very weak signal strength, but they don’t know it because we are erroneously displaying 4 or 5 bars. Their big drop in bars is because their high bars were never real in the first place.”
Apple said it would fix the problem with a free software update that incorporated the corrected formula.
“Since this mistake has been present since the original iPhone, this software update will also be available for the iPhone 3GS and iPhone 3G,” Apple said.
Apple’s Antennagate letter does not end the matter
Unfortunately for Apple, that did not put the issue to rest. A few weeks later, Antennagate hit critical mass when respected trade publication Consumer Reports said it would not recommend the new Apple smartphone.
To calm the media firestorm, Apple CEO Steve Jobs flew back early from a family holiday in Hawaii to stage a press conference. He stood by the iPhone 4 (even playing a fan-made song defending it). However, he addressed Antennagate honestly — and offered customers free iPhone 4 bumper cases that solved the problem. Future versions of the iPhone also corrected the device’s fault.
In the end, it took until 2012 (and the resolution of a class-action lawsuit) for Apple to finally bring the controversy to a close.
Full text of Apple’s Antennagate letter
Here’s the full text of the letter Apple sent on this day in 2010:
Dear iPhone 4 Users,
The iPhone 4 has been the most successful product launch in Apple’s history. It has been judged by reviewers around the world to be the best smartphone ever, and users have told us that they love it. So we were surprised when we read reports of reception problems, and we immediately began investigating them. Here is what we have learned.
To start with, gripping almost any mobile phone in certain ways will reduce its reception by 1 or more bars. This is true of iPhone 4, iPhone 3GS, as well as many Droid, Nokia and RIM phones. But some users have reported that iPhone 4 can drop 4 or 5 bars when tightly held in a way which covers the black strip in the lower left corner of the metal band. This is a far bigger drop than normal, and as a result some have accused the iPhone 4 of having a faulty antenna design.
At the same time, we continue to read articles and receive hundreds of emails from users saying that iPhone 4 reception is better than the iPhone 3GS. They are delighted. This matches our own experience and testing. What can explain all of this?
We have discovered the cause of this dramatic drop in bars, and it is both simple and surprising.
Upon investigation, we were stunned to find that the formula we use to calculate how many bars of signal strength to display is totally wrong. Our formula, in many instances, mistakenly displays 2 more bars than it should for a given signal strength. For example, we sometimes display 4 bars when we should be displaying as few as 2 bars. Users observing a drop of several bars when they grip their iPhone in a certain way are most likely in an area with very weak signal strength, but they don’t know it because we are erroneously displaying 4 or 5 bars. Their big drop in bars is because their high bars were never real in the first place.
To fix this, we are adopting AT&T’s recently recommended formula for calculating how many bars to display for a given signal strength. The real signal strength remains the same, but the iPhone’s bars will report it far more accurately, providing users a much better indication of the reception they will get in a given area. We are also making bars 1, 2 and 3 a bit taller so they will be easier to see.
We will issue a free software update within a few weeks that incorporates the corrected formula. Since this mistake has been present since the original iPhone, this software update will also be available for the iPhone 3GS and iPhone 3G.
We have gone back to our labs and retested everything, and the results are the same— the iPhone 4’s wireless performance is the best we have ever shipped. For the vast majority of users who have not been troubled by this issue, this software update will only make your bars more accurate. For those who have had concerns, we apologize for any anxiety we may have caused.
As a reminder, if you are not fully satisfied, you can return your undamaged iPhone to any Apple Retail Store or the online Apple Store within 30 days of purchase for a full refund.
We hope you love the iPhone 4 as much as we do.
Thank you for your patience and support.
Apple
Apple’s first big controversy
Do you remember Antennagate and the letter Apple sent to address the controversy? Were you an iPhone owner at the time? Let us know in the comments below.
