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

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

April 1, 2013
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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