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Apple CEO Tim Cook Issues An Apology To Chinese Customers Over Warranty Policies

Apple CEO Tim Cook is apologizing to Chinese customers for “misunderstandings” over the company’s warranty policies. As a result, Cook revealed some changes. In recent weeks, Apple customers in China have expressed outrage about the company’s repair and warranty policy. Specifically, they were upset that faulty iPhone 4 and iPhone 4S handsets were fixed with replacement parts. By contrast, customers in the U.S. receive a full replacement. According to a message on Apple’s Chinese website, Cupertino has implemented four major adjustments regarding their service in the world’s most populous nation. These include:
  • Improved repair policies for the iPhone 4 and iPhone 4S.
  • A new "concise and clear" statement on its website regarding repair and warranty policies.
  • Increased supervision and training of Apple Authorized Service providers.
  • A new feedback service that makes it easier for customers to contact the company with issues or complaints.
Under this new policy, Apple states the following concerning legacy iPhones:
iPhone 4 and iPhone 4S repair policy improvements are as follows: So far, iPhone 4 and iPhone 4S repair this in one of three ways: as from the purchase date of 15 days found the problem, we will be entitled to a refund or replacement for consumers recalculated 1 year warranty period iPhone; 15 days after discovery problem, Apple will replace the part depending, such as camera modules or batteries; replacement parts also can not quickly repaired the iPhone, Apple will provide consumers with a part reassembled new parts, retaining only the consumers existing iPhone 4 or iPhone 4S back cover.
China is Apple’s fastest growing consumer market. Therefore, it doesn’t come as a surprise that Cook himself would be the one offering expressions of regret. For more information, see: Shanghai Animation Film Studio Suing Apple In China.
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