Tim Cook Publishes Letter Apologizing To Chinese Customers For Warranty Policies

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Apple-in-China

Apple has been getting pounded by the Chinese press lately for its warranty policies service and not talking to the press whenever they want a statement (welcome to Apple news my friends). Hoping to end the onslaught from the government-supported press, Apple issued an apology letter to Chinese customers signed by Tim Cook.

The letter, which was written in Chinese and posted to Apple’s website, said that Tim Cook and the rest of the company have been reflecting on the feedback regarding its warranty policies and apologizes the poor communication that has made customers so angry.

In the letter Cook states:

“We are aware that a lack of communications…led to the perception Apple’s attitude was arrogant and that we do not care and attach importance to consumer feedback. We express our sincere apologies for any concerns or misunderstandings this gave consumers.”

According to Cook’s letter, Apple has changed its warranty policy so that a repaired iPhone 4 or iPhone 4S will be covered under warranty for one year after it’s been repaired. Apple also says it will replace any broken iPhone 4 or iPhone 4S with a new phone rather than replacing all the parts.

China’s warranty laws require companies to issue a full one year extension on replaced products, but Apple has only been offering a 90-day warranty on replaced parts. Cook says Apple has pledged to educate the company’s resellers so that warranties are honored appropriately.

Source: WSJ