As well as fighting a rising tide of iPhone XS charging problems with a stunning wave of indifference, Apple is now addressing issues of poor LTE connectivity in its latest smartphones… but there’s one vital difference.
It’s actually communicating with customers about the problem.
Apple’s support teams have been speaking to a number of users affected with the problem and asking them to install logging software so it can track down if the fault is in hardware, software, carrier comms, or (most likely) a curiously awkward mix of all three. Juli Clover reports:
We've heard similar reports from MacRumors readers who have been asked to provide device logs to engineers when troubleshooting the issue.
…iPhone XS and XS Max owners began complaining about LTE connectivity and signal problems shortly after the two devices launched on September 17. Many users have discovered noticeable differences in cellular reception between iPhone XS models and older iPhones like the iPhone 8 and the iPhone X.
Having to tweak carrier firmware with a point release is nothing new, and every manufacturer - including Apple - has done so in the past. What draws me to this is Apple actively engaging with its customer base to bring in data to understand the problem
This is the way to do customer support. To acknowledge, to listen, to diagnose, and to fix. It’s something that is sorely lacking with other problems around the iPhone XS and XS Max. Perhaps the LTE team need to take their good manners and help the battery team out?
Now read more about the battery issues facing the new iPhones and Apple’s wall of silence…
