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Apple CEO Tim Cook Apologizes to Chinese Consumers

By - Source: CNN | B 22 comments

Apple CEO Tim Cook releases an apology to Chinese customers concerning their customer service and repairs, and mentions many forthcoming improvements.

Apple has yet again released an apology, this time to the people of China concerning their warranty policies, or lack thereof. The controversy concerning their warranty policy for Chinese customers has been growing recently, with unclear small print about the conditions, botched repair works, and a general low quality of standard. 

The letter, which can be seen on the website here, was signed by CEO Tim Cook. It mentioned many forthcoming improvements to the quality of service. Among these improvements are clearer policy statements, increased staff training and supervision, and a more streamlined channel of communication between the customer and Apple Feedback Service. They also have upcoming plans to improve the methods by which iPhone 4 and 4S repairs are handled and executed.

A week before the letter was released, the Chinese state media was in the process of openly criticizing Apple and their handling of complaints, calling them "Arrogant" in their attitude towards Chinese customers and insinuating that they evade local taxes and preach their innocence in the face of incriminating evidence. 

The letter responds to those claims by stating that Apple is aware that a lack of external communication on their part has led to these speculations, and that they offer both a sincere apology and guarantee that things will be set right. As the Chinese market is a huge asset to Apple both in the form of production and sales, it is hardly surprising that they issue an official apology addressing these serious allegations.

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Top Comments
  • 24 Hide
    NightLight , April 6, 2013 9:22 AM
    they can apologize to the rest of the world for their ridiculous prices!
  • 20 Hide
    Dupontrocks11 , April 6, 2013 10:35 AM
    Apple? Arrogant? No way!
Other Comments
  • 24 Hide
    NightLight , April 6, 2013 9:22 AM
    they can apologize to the rest of the world for their ridiculous prices!
  • Display all 22 comments.
  • -6 Hide
    TheBigTroll , April 6, 2013 10:34 AM
    i hope apple is smart enough not to use google translate (or apple translate if they have one of those in their pockets) to write this letter.
  • 20 Hide
    Dupontrocks11 , April 6, 2013 10:35 AM
    Apple? Arrogant? No way!
  • -3 Hide
    Shin-san , April 6, 2013 11:24 AM
    I would be amazed since this is state TV, Apple says "Okay. We're pulling out of China!"
  • 6 Hide
    ddpruitt , April 6, 2013 2:47 PM
    Quote:
    The controversy concerning their warranty policy for Chinese customers has been growing recently, with unclear small print about the conditions, botched repair works, and a general low quality of standard.


    Quote:
    their handling of complaints, calling them "Arrogant" in their attitude towards Chinese customers and insinuating that they evade local taxes and preach their innocence in the face of incriminating evidence.


    Isn't this Apple everywhere?

    You're holding it wrong.
    --- Steve Jobs
  • 8 Hide
    Dupontrocks11 , April 6, 2013 4:19 PM
    otacon72People who buy Apple products end up paying less in the long run because Apple products hold their value much better. Thumb me down all you want....truth hurts.


    Do you live under a rock? Apple nickels and dimes their customers, and makes everything incompatible for different generations so their customers have to buy everything over again! Not to mention that every Apple product that comes out makes their previous product "seem" inferior! Even though all the hardware IS inferior anyways! /End Rant/
  • -1 Hide
    PapaCrazy , April 6, 2013 4:31 PM
    Hah, even the Chinese, used to living under decades of human rights abuses and inhuman bureaucracies, are getting fed up with Apple's BS. If only the Honorable Chairmen Jobs was here to quell the uprising...
  • -2 Hide
    m32 , April 6, 2013 5:58 PM
    And China makes their products.
  • 1 Hide
    QEFX , April 6, 2013 9:33 PM
    Apple CEO Tim Cook to Chinese Consumers: Me sooo sorry, me luv you long time
  • 0 Hide
    mchawk , April 6, 2013 9:50 PM
    QEFXApple CEO Tim Cook to Chinese Consumers: Me sooo sorry, me luv you long time


    Hahahahaha lol nice Full Metal Jacket quote

    Anyways... finally Apple learnt to apologise BUT... say "I'm sorry" too many times and you got empty words...

    #domoretalkless
  • 5 Hide
    andy5174 , April 6, 2013 11:07 PM
    Apple did not apologize because they feel sorry but because they don't want to lose the Chinese market!
  • 0 Hide
    sync_nine , April 7, 2013 3:36 AM
    Lately, the only thing he has been doing is apologizing.
  • -1 Hide
    Avus , April 7, 2013 5:35 AM
    otacon72People who buy Apple products end up paying less in the long run because Apple products hold their value much better. Thumb me down all you want....truth hurts.


    All those $$ you think you are saved are probably went to shit like special cable/adapter.... and the next overpriced apple products!! So how much $$ are you saved actually??

    I definitely thumb you down
  • 1 Hide
    del35 , April 7, 2013 1:37 PM
    Ummm, I wonder if they will apologize for producing inferior ripoffamoron products?
  • 0 Hide
    Cons29 , April 7, 2013 4:36 PM
    Apple.. apologizing. Now theres something you dont see everyday.

    Seriously, jobs wont do such a thing. Nice move cook
  • 0 Hide
    okibrian , April 7, 2013 7:06 PM
    Dupontrocks11Do you live under a rock? Apple nickels and dimes their customers, and makes everything incompatible for different generations so their customers have to buy everything over again! Not to mention that every Apple product that comes out makes their previous product "seem" inferior! Even though all the hardware IS inferior anyways! /End Rant/

    Not true. The current IOS is 6.3 and iPhones back to the iPhone 4 can run it. That's 3 generations of phones. The only reason phones older than that cannot run it is because the hardware speeds cannot handle it. Now I will agree that Apple always holds 1 or 2 things back from customers with older phones (like SIRI), but that is just a way to try and get people to buy new products. Now since you bring up "makes everything incompatible for different generations" why does my older Droid phone that came with 2.2 can only run that version and cannot be upgraded to anything after that? It's pretty much that way with almost all DROID phones isn't it?
  • 3 Hide
    del35 , April 8, 2013 5:15 AM
    Quote:
    Um what? I sold my 2 year old MacBook Pro and got back 75% of what I paid for it. Sold my 2 year old Dell XPS and got back 30%. I'm done with PC based computers.


    That just proves how many technologically dumb people there are. In fact, why would anyone with a brain buy a MacBook Pro, when you can buy something better at half the price?

  • 0 Hide
    k7mm , April 8, 2013 5:31 AM
    What about the Chinese worker?
  • 1 Hide
    gggplaya , April 8, 2013 5:54 AM
    Dupontrocks11Do you live under a rock? Apple nickels and dimes their customers, and makes everything incompatible for different generations so their customers have to buy everything over again! Not to mention that every Apple product that comes out makes their previous product "seem" inferior! Even though all the hardware IS inferior anyways! /End Rant/


    That's only if you plan on trading it in or selling it. If you have it too long, it'll be worth no more or less than a comparable android or windows product. You gotta play the cards just right, so your statement is only true under certain circumstances.
  • -1 Hide
    house70 , April 8, 2013 7:55 AM
    LOL. Another Apple bubble got busted.
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