Apple apologizes to Chinese consumers for its customer service

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Apple has been under attack in China by consumers and news media outlets over its warranty policy in the country. Most of the complaints have focused on the quality of Apple’s after-purchase customer service, which Chinese consumers claim does not meet the same standards as other countries.

In response, Apple CEO Tim Cook apologized publicly on Apple’s Chinese website and said that “Apple’s commitment and passion for China are no different than for other countries.” Cook promised that going forward Apple would improve the warranty for the iPhone 4 and 4S by providing a new parts replacement or a new device when troubles arise during the warranty period. Apple clarified its repair and warranty policy and posted the details on its Chinese website. Authorized service providers will also undergo better training and be subject to stricter supervision. Last but not least, Apple will offer a direct online feedback link for Chinese consumers.

[Via WSJ and Apple China]

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