"Do not perform warranty service." - was Apple memo leaked?

[tomm2thumbs]

Textbook case on what not to do when you are confronted by product design errors - blame the customer?

http://www.boygeniusreport.com/2010/06/29/leaked-apples-internal-iphone-4-antenna-troubleshooting-procedures/

I love number 2 on how to 'position' this issue with customers calling with problems.
2. Do not perform warranty service. Use the positioning above for any customer questions or concerns.

and then there's the last one:
5. We ARE NOT appeasing customers with free bumpers – DON’T promise a free bumper to customers.

yes, a 10 cent bumper is out of the question - 10 cents for a rubber band is way to much to spend on a customer who just dropped hundreds on a phone.
sad, just plain sad

_____

HuffPo is reporting on a lawsuit now - guess those 10 cent rubber bands weren't looking like such a bad idea right about now
http://www.huffingtonpost.com/2010/07/01/apple-att-class-action-la_n_631993.html

[nadinbrzezinski]

1. Well look at it from their point of view

10 cents a customer lets say a million units sold...

That is 100,000 bucks... plus your workers time and all that.

Yes, I know but this is the logic of American enterprise anymore and in the defense of Apple, it is not just them.