When I went through iPhone training, we were told that AFTER normal troubleshooting or if it was clearly a phone issue, we were to transfer to Apple. Now, I see and hear reps around me all day long saying "You have an iPhone? Hold for Apple support." Without even doing anything else, they just transfer them to Apple. I hate how "special" the iPhone is. It seems like every policy has a special clause for the iPhone. And now that we have someone to drop these customers on, I fear many customers will have long hold times and multiple transfers just to change their address or make a payment or add a feature.