Apple apologizes to China over warranty policies
Apple CEO Tim Cook apologized to Chinese consumers over concerns about its warranty policies after government-run media attacked the company for its customer service.
Since mid-March, the state-controlled media has criticized Apple for alleged unfairness in its warranty policies, even calling the company “arrogant” for failing to address the problems. But on Monday, Apple’s CEO said in a statement posted online that the company would improve its customer service in China.
“We have become aware that our external communication was not enough and misled observers into thinking that Apple had an arrogant attitude,” Cook said. “For any concerns or misunderstanding we brought to our customers, we express our sincere apologies.”
Apple will now replace a faulty iPhone 4 or iPhone 4S under warranty with a new handset. Previously, the company would only replace the phone’s internal components, and leave the original back cover in place. In addition, Apple will restart the one-year warranty on faulty iPhone 4 and iPhone 4S devices that are replaced.
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