Apple CEO Tim Cook issues apology for Chinese customer service issues

Apple CEO Tim Cook has issued a statement to Chinese customers about poor service from the company, marking the second time Cook's issued a public apology in the past year; in September 2012, Cook issued an apology over the botched iOS 6 Maps release.

The state-run Chinese media outlets have been taken Apple to task over the past couple of weeks about the company's product warranties. While the efforts perhaps went too far in some areas, with evidence that Chinese celebrities were paid to be critical of Apple on social networks, the reports did point out that Apple only repaired defective iPhones within the warranty period with new electronics while keeping the back cover, rather than replace the entire defective phone as is the case in other countries.

In a post on Apple's Chinese language site, Cook stated that the company expresses "our sincere apologies" and has vowed to make changes to the company's repair policies. Cook said that from now on, defective iPhone 4 and 4S smartphones will be fully replaced in China inside the devices' one year warranty. Cook also pledged to offer better and clearer explanations of Apple's warranty policies on its web site and said Apple will add more training for its service staff.

While the actual changes in Apple's policies for China are relatively small, the fact that Cook felt the need to issue a public statement on the matter might show that Apple is becoming less of the silent monolith it has been in the past under the leadership of the late Steve Jobs.

Source: Apple via VentureBeat | Image via Apple

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20 Comments

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I have a strong suspicion that this has far more to do with Huawei and their spyware ilk than Apple's customer service, or Samsung.

THolman said,
I have a strong suspicion that this has far more to do with Huawei and their spyware ilk than Apple's customer service, or Samsung.

Yeah.

I'm also left wondering if Apple repair Chinese iPhones because the remanufacuring facilities are in China.

They basically send all faulty iPhones back to be remanufactured and give you a refurb in store.

If it was cost effective to repair in the US/Europe etc they'd just do that.

It probably IS cost effective to repair in China (where they're built.)

john.smith_2084 said,
http://shardsofchina.wordpress...orruption-the-law-and-more/

half a million second wives in one city, yeh, no corruption at all :-)

Samsung does not like Apple, and suddenly everyone in China loves Samsung and hates Apple, yeh

Read a little bit about how is it to work at Samsung, you will be suprised BIG Time

Working in most Asian countries are the same. That is why we have a governement that protects its workers. If we didn't have those laws, the employers especially in factory/manufacturing jobs would work us hard for little pay and subject us to harmful machines and elements. Be happy you're a US citizen in this regard.

Well, they don't like Apple because Samsung most likely bribed CCTV and celebrities, someone is paying these people to post things, someone with MONEY.

Instead of apologies, just join the group and start bribing as well; in China, bribes + Yong Girls = everything is manically ok!

john.smith_2084 said,
Well, they don't like Apple because Samsung most likely bribed CCTV and celebrities, someone is paying these people to post things, someone with MONEY.

Instead of apologies, just join the group and start bribing as well; in China, bribes + Yong Girls = everything is manically ok!

What are you talking about. Bunch of assumptions here. It has nothing to do with what China thinks about Apple.

Justin Long and John Hodgman are "celebrities" (using the term loosely) who were bribed by Apple, a company with MONEY, to bad mouth Microsoft and PC manufacturers. And rather than the Apple fans standing up and saying that bribing "celebrities" was not fair, they cheered Apple on for their actions. Now that it is alleged that other companies are doing the same to Apple, it is horrible and the hate must stop.

SoylentG said,
Justin Long and John Hodgman are "celebrities" (using the term loosely) who were bribed by Apple, a company with MONEY, to bad mouth Microsoft and PC manufacturers. And rather than the Apple fans standing up and saying that bribing "celebrities" was not fair, they cheered Apple on for their actions. Now that it is alleged that other companies are doing the same to Apple, it is horrible and the hate must stop.

They were not bribed by Apple, they were payed to do a job just like many other celebs are payed to endorse a product. Its not a bribe, its called a job.

techbeck said,

They were not bribed by Apple, they were payed to do a job just like many other celebs are payed to endorse a product. Its not a bribe, its called a job.

So when a celeb in China is given money to say something bad about a product, they are being bribed. When a celeb in the US is given money to say something bad about a product, they are being paid for a job well done?

You made my point for me.

SoylentG said,

So when a celeb in China is given money to say something bad about a product, they are being bribed. When a celeb in the US is given money to say something bad about a product, they are being paid for a job well done?
You made my point for me.

A bribe is....


Something, such as money or a favor, offered or given to a person in a position of trust to influence that person's views or conduct.

So if the celeb was given money to read a script bad mouthing Apple, how is that a bribe when we dont know their views in the first place and if they were changed/influenced at all. Now, if the celeb was given money and told only if they say this (when their views are different) then that is a bribe.

By your definition, anyone given money to endorse a product is bribed. If that is the case, then every athlete endorsing nike, rebook, Gatorade....is being bribed. And if this classifies as a bribe, it is illegal to do so.

Justin Long was not bribed, he was hired to endorse Apple

techbeck said,
Bunch of crap


It is called context, get some. The OP is littering this page with comments about how horrible Samsung is because they supposedly "bribed" some Chinese celebs to bad mouth Apple. I was asking if the Chinese celebs were bribed, then wouldn't the same label be applied to Long/Hodgman because they took money and then bad mouthed a company? I was pointing out the double standard, that somebody is whining about how badly poor Apple is treated, when Apple does the same exact thing. The difference is, that when Apple signs the check, it is a job. When Samsung (allegedly) signs the check, they are being haters and bribing people.

SoylentG said,

<snip>

That link that was posted said NOTHING about Samsung bribing Chinese celbs. It says the Chinese Government bribed the celebs and just used the same spokesman who did some work for Samsung. The OP also doesnt even mention Samsung. So I have no idea where you are getting this info from. The first mention of Samsung here was from the first poster. I asked for proof and the link he provided was accusing the Chinese Gov of bribery, not Samsung.

And how do you know what Long/Hodgman thought in the first place. Maybe they really liked Macs and hated PCs and if so, then no...it was not a bribe.

And I dont know if it was your intention, but I dont like being quoted saying something that I did not say.

Anyway, moving on.