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Apple apologizes for Chinese warranty issues with letter from CEO Tim Cook

Posted: , by Alan F.

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Apple apologizes for Chinese warranty issues with letter from CEO Tim Cook
After getting battered in the Chinese media for offering shorter warranty periods and by replacing faulty products with refurbished models, Apple CEO Tim Cook posted an open letter to Chinese consumers on Monday that explained how Apple would follow the country's Three Guarantees law which calls for the repair, refund and replacement of faulty products. The Apple iPhone 4S and Apple iPhone 4 were being given shorter warranty periods in China than in other countries, and this was uniting the country against Apple.

The Apple iPhone 4 now has a stronger warranty in China

The Apple iPhone 4 now has a stronger warranty in China

In Cook's letter, he says that Apple is improving the repair policy for the Apple iPhone 4S and Apple iPhone 4 with the first 15 day grace period continuing to offer full device replacement. For the remainder of the one year period, a bad device will either receive new parts or be replaced with a new unit. That replaces Apple's old policy of using refurbished parts or exchanging a bad unit for a refurbished model after the first 15 days had expired. Once the consumer receives the device with the new parts, or a brand new unit, the one-year warranty restarts according to the Three Guarantees law.

On Apple's web site in the country is the manufacturer's restated warranty and repair policy statement which includes the two-years of warranty on key parts for the Apple iPad while only one year is given for batteries and accessories for the slate. Apple also said that it will provide more supervision and training for supervision and training for Apple Authorized Service Providers and Chinese consumers now have a direct online feedback link to get in touch with Apple.

We know that Tim Cook has high hopes for China and expects the country to eventually be Apple's top market. Hopefully for Apple, this relatively quick action and its bowing to local customs will get Chinese consumers back on its side.

source: AppleChina (translated) via Engadget

30 Comments
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posted on 01 Apr 2013, 13:25 5

1. PhoneAddiction (Posts: 77; Member since: 07 Nov 2012)


Wow I'm shocked.

posted on 01 Apr 2013, 16:43 5

17. PhenomFaz (Posts: 1059; Member since: 26 Sep 2012)


as of late Apple's been doin a lot of apoogising instead of innovating!
before it was patenting, then suing and now apologising....oh Apple time to pull your socks up!

posted on 01 Apr 2013, 17:15

19. darkkjedii (Posts: 9280; Member since: 05 Feb 2011)


Phenom whatup

posted on 02 Apr 2013, 02:13 2

27. Jack1192 (Posts: 35; Member since: 30 Mar 2013)


why would this comment get a thumbs down?

posted on 02 Apr 2013, 06:43

29. darkkjedii (Posts: 9280; Member since: 05 Feb 2011)


Exactly lol. A person can't even say hello nowadays +1 bro

posted on 01 Apr 2013, 13:30 6

2. _Bone_ (Posts: 2061; Member since: 29 Oct 2012)


April's Fools, Apple doesn't respect the Chinese market, if they did, there would be no massive outrage or apology.

posted on 01 Apr 2013, 13:34 4

3. pradeepreddy (Posts: 34; Member since: 01 Apr 2013)


i think tim will release another letter tomorrow, saying it's April fools gag

posted on 01 Apr 2013, 13:34 2

4. lyndon420 (Posts: 1641; Member since: 11 Jul 2012)


I can't wait till tomorrow for news that can be believed. I call April fools.

posted on 01 Apr 2013, 13:46 3

5. XPERIA-KNIGHT (Posts: 2384; Member since: 08 Aug 2012)


Nope ....this is real lol

posted on 01 Apr 2013, 13:47 4

6. rusticguy (Posts: 2811; Member since: 11 Aug 2012)


Customer is KING :)

posted on 01 Apr 2013, 19:03 2

24. joey_sfb (Posts: 1973; Member since: 29 Mar 2012)


Whoever has the biggest stick win!!

Apple has no choice but to bend over when the Chinese government target them with malicious intent.

Even euro don't get this treatment and apple constantly break their local 2 year warranty law.

Apple, hear this!! Karma is a bitch and will get to you every time!!

posted on 01 Apr 2013, 13:48 1

7. TheMan (Posts: 346; Member since: 21 Sep 2012)


Okay, most of us think "April Fools" but it makes me wonder what is the warranty policy in the States. The carriers provide refurbished replacements; is that also true for Apple's iPhone? Anyone know?

posted on 01 Apr 2013, 14:13 1

8. Insignificant (Posts: 189; Member since: 22 Sep 2012)


Because that fixes eveything.

Can I find out why I was banned?

posted on 01 Apr 2013, 14:36 2

9. opensourceftw (banned) (Posts: 148; Member since: 01 Jan 2013)


That's great. I assume they will still continue to pay their workers sh*t fifty a month and keep them in deplorable conditions though right? I mean this IS apple we're talking about

posted on 01 Apr 2013, 15:15

10. StreetNerd (Posts: 699; Member since: 08 Dec 2010)


who cares

posted on 01 Apr 2013, 15:38 5

13. darkkjedii (Posts: 9280; Member since: 05 Feb 2011)


U do that's why u clicked the article, read it, scrolled down to post comment, clicked it, and then posted. That's a lotta work to not care bro. I'm just sayin.

posted on 01 Apr 2013, 15:53 3

14. lyndon420 (Posts: 1641; Member since: 11 Jul 2012)


Yeah no doubt. The least he could have done was claim April fools.

posted on 01 Apr 2013, 16:04 1

15. darkkjedii (Posts: 9280; Member since: 05 Feb 2011)


Exactly Lyndon lol. How's it goin bro

posted on 01 Apr 2013, 16:33

16. lyndon420 (Posts: 1641; Member since: 11 Jul 2012)


Good as can be expected I guess.

posted on 01 Apr 2013, 17:09

18. darkkjedii (Posts: 9280; Member since: 05 Feb 2011)


Cool bro hope all is well

posted on 01 Apr 2013, 15:18 1

11. opensourceftw (banned) (Posts: 148; Member since: 01 Jan 2013)


Wait a minute, this is an April Fools thing! We all know apple NEVER apologizes, they NEVER admit wrongdoing, and they certainly NEVER do the right thing.

posted on 01 Apr 2013, 22:12

26. xperiaDROID (Posts: 4821; Member since: 08 Mar 2013)


This is real,Tim Cook will be sued by the customers if he don't do that. THIS IS REAL

posted on 01 Apr 2013, 15:36 1

12. darkkjedii (Posts: 9280; Member since: 05 Feb 2011)


Classy move Jobs wouldn't have, but get your ship rite Cook.

posted on 01 Apr 2013, 17:43 2

21. sum182 (Posts: 217; Member since: 19 Nov 2011)


Agreed, this never would have happened under jobs. As much as I dislike Apple this was the right move and I think Tim will be able to at least steer them straight again.

posted on 01 Apr 2013, 17:28

20. InspectorGadget80 (Posts: 5639; Member since: 26 Mar 2011)


APRIL FOOL'S

posted on 01 Apr 2013, 17:54

22. TROLL (banned) (Posts: 4851; Member since: 13 Apr 2012)


Everyone®

posted on 01 Apr 2013, 18:18

23. TROLL (banned) (Posts: 4851; Member since: 13 Apr 2012)


When all else provides 2years, as legislation standard, Apple tried,,,,but. Apple go with the flow®

posted on 01 Apr 2013, 22:11

25. xperiaDROID (Posts: 4821; Member since: 08 Mar 2013)


REMEMBER

Customers are always right

posted on 02 Apr 2013, 02:16

28. Jack1192 (Posts: 35; Member since: 30 Mar 2013)


Phonearena should use Disqus for commenting.

posted on 02 Apr 2013, 15:11

30. wildcard (Posts: 65; Member since: 15 Jan 2013)


Ha ha ha!!!

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