The iPhone 12's excessive radiation has sparked heated discussions in Europe. According to informed media reports, Apple has advised technical support staff to remain silent when consumers ask relevant questions and not to provide any information. Apple employees were told that if consumers asked the French government about the model's radiation exposure, staff should say they had no information to share. Staff should also deny customer requests for returns or exchanges unless the phone complies with Apple's normal return policy.
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According to the guidelines, when a customer asks if the phone is safe, staff should tell the customer that all Apple products undergo rigorous testing to ensure safety.
The French government earlier this week asked Apple to stop selling the iPhone 12 after tests showed the electromagnetic waves emitted by the device were too strong. France's digital minister told Apple that it has two weeks to fix the issue with a software update.
Apple refuted the claim and said it would work with France to prove that the iPhone 12 complies with the standards. Apple also said it will provide officials with internal and third-party laboratory testing to prove that the product is within legal limits.
At the same time that the problem broke out, Apple was phasing out the iPhone 12. The model was released and went on sale in 2020. Apple stopped selling the model after announcing the launch of the iPhone 15 series on Tuesday.
But France’s stance is likely to cause concern for millions of existing iPhone 12 users. According to data from Counterpoint Research, Apple sold more than 100 million iPhone 12 units in the first seven months after its launch.
In the days after France's initial statement, other EU countries, including Belgium and Germany, also began assessing the iPhone 12's radiation levels.