To address the growing issues over the company’s warranty polices, Apple has published a letter, signed by CEO Tim Cook, to their Chinese customers.
The letter was posted on Apple’s Chinese version of their site on Monday. The letter covers changes that Apple plans to offer their Chinese customers better service.
Not only was Apple’s website clear regarding their repair and warranty police, they also plan on increasing their training for their staff and authorized resellers. Apple also plans to improve ow they handle iPhone 4 and 4S repairs.
In a Google translation of Monday’s letter said, “We are aware … the lack of external communication in the process … lead to the speculation that Apple is arrogant, does not care or does not attach importance to consumer feedback. We express our sincere apologies for any concerns or misunderstandings this gives consumers.”
This letter comes out only about a week after the Chinese state media began to criticize Apple and its response, or lack thereof at the time, to the warranty complaints. The headline of the People’s Daily even ran a front page piece calling Apple “arrogant” in dealing with their Chinese customers. The article also stated that Apple ignored their consumers and have been offering sub-par customer service.
If you would like to read more on Apple’s public apology to their Chinese consumers, Click Here.
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