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

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.

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

FEATURED VIDEO

25 Comments

1. PhoneAddiction

Posts: 79; Member since: Nov 07, 2012

Wow I'm shocked.

17. PhenomFaz

Posts: 1236; Member since: Sep 26, 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!

19. darkkjedii

Posts: 31529; Member since: Feb 05, 2011

Phenom whatup

27. Jack1192

Posts: 35; Member since: Mar 30, 2013

why would this comment get a thumbs down?

29. darkkjedii

Posts: 31529; Member since: Feb 05, 2011

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

2. _Bone_

Posts: 2155; Member since: Oct 29, 2012

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

3. pradeepreddy

Posts: 65; Member since: Apr 01, 2013

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

5. XPERIA-KNIGHT unregistered

Nope ....this is real lol

6. rusticguy

Posts: 2828; Member since: Aug 11, 2012

Customer is KING :)

24. joey_sfb

Posts: 6794; Member since: Mar 29, 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!!

7. TheMan

Posts: 494; Member since: Sep 21, 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?

8. Insignificant

Posts: 192; Member since: Sep 22, 2012

Because that fixes eveything. Can I find out why I was banned?

9. opensourceftw

Posts: 148; Member since: Jan 01, 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

10. StreetNerd

Posts: 870; Member since: Dec 08, 2010

who cares

13. darkkjedii

Posts: 31529; Member since: Feb 05, 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.

11. opensourceftw

Posts: 148; Member since: Jan 01, 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.

26. xperiaDROID

Posts: 5629; Member since: Mar 08, 2013

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

12. darkkjedii

Posts: 31529; Member since: Feb 05, 2011

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

21. sum182

Posts: 229; Member since: Nov 19, 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.

20. InspectorGadget80 unregistered

APRIL FOOL'S

22. TROLL

Posts: 4851; Member since: Apr 13, 2012

Everyone®

23. TROLL

Posts: 4851; Member since: Apr 13, 2012

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

25. xperiaDROID

Posts: 5629; Member since: Mar 08, 2013

REMEMBER Customers are always right

28. Jack1192

Posts: 35; Member since: Mar 30, 2013

Phonearena should use Disqus for commenting.

30. wildcard

Posts: 65; Member since: Jan 15, 2013

Ha ha ha!!!

Latest Stories

This copy is for your personal, non-commercial use only. You can order presentation-ready copies for distribution to your colleagues, clients or customers at https://www.parsintl.com/phonearena or use the Reprints & Permissions tool that appears at the bottom of each web page. Visit https://www.parsintl.com/ for samples and additional information.