Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Build Apps 5x Faster
For Half the Cost
Enterprise Cloud Computing

On Force.com
Mobile Tech
Tame your scariest paperwork. Find Out How
Average Rating:
Rate this article:  
Why Apple CEO Tim Cook Apologized to China
Why Apple CEO Tim Cook Apologized to China

By Jennifer LeClaire
April 1, 2013 1:58PM

    Bookmark and Share
China's People's Daily published a front-page story alleging Apple was discriminating against Chinese consumers. And the General Administration of Quality Supervision, Inspection and Quarantine, which sets standards for products in China, told Apple to change its service practices and follow Chinese laws and regulations.
 



It's not the first time Apple CEO Tim Cook has had to apologize, but it's the first time he's had to write an apology to Chinese consumers. Cook is sorry for the misunderstandings around its customer service warranty programs in the Far East and has vowed to make changes to the policies for its iPhone 4 and iPhone 4S.

Apple has been in the hot seat for weeks. The state-controlled media have unleashed a barrage of criticism against Apple's warranties, accusing the iPhone maker of treating China unfavorably compared with other nations. Apple at first denied there was any difference in its China warranty policies and those in other regions.

"We are aware that a lack of communications...led to the perception that Apple is arrogant and doesn't care or attach enough importance to consumer feedback," Cook said in a Wall Street Journal translation of the letter. The original letter is written in Chinese and published on Apple's China Web site. "We express our sincere apologies for any concerns or misunderstandings this gave consumers."

Apple Backpedals

Apple is promising to offer Chinese consumers more clarity of its warranty and repair policy on its China Web site, as well as to improve training for Apple store associates there. Apple has also pledged to offer new replacement devices for users under its one-year warranty. Apple previously only replaced non-working parts. Cook took the opportunity to note that 90 percent of consumers were satisfied with the original return policy.

Why, then, was Cook so quick to apologize? A couple of reasons. First, Apple's sales to China in 2012 rose to $23.8 billion, from $10 billion in 2011. That's more than double the sales in just a year and 15 percent of Apple's revenue base. Some market research firms also position China as the largest smartphone market. Samsung and Apple are in heated competition there, just like in other nations.

But there's also the media pressure. China's People's Daily published a front-page story alleging Apple is discriminating against Chinese consumers. And the General Administration of Quality Supervision, Inspection and Quarantine, which sets standards for products in China, told Apple to change its service practices and follow Chinese laws and regulations, according to Forbes.

"It was responding to complaints from consumers who said Apple provides only one-year warranties on the mainboards of its MacBook Air computers sold in China. Chinese rules require manufacturers to provide a two-year warranty on a computer's major components," the China Daily reported. (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 Mobile Tech
1.   Nokia X Phones Had Identity Crisis
2.   GoTenna: Work-Thru for Dead Zones
3.   Microsoft Axes Android Phones
4.   Apple-IBM Deal Weighs on BlackBerry
5.   Google Adds Features to Wallet App


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Juniper DDoS Solution Aims at High-IQ Networks
In the face of more complex attacks, Juniper Networks is boosting its DDoS Secure solution to help companies mitigate the threats with more effective security intelligence throughout the network fabric.
 
Large-Volume DDoS Attacks Hit Record in 2014
The number of distributed denial-of-service (DDoS) attacks set a record in the first half of 2014, according to a report by Arbor Networks. The number of attacks over 20 GB/sec doubled.
 
U.N.: Nations Hide Rise in Private Digital Snooping
Governments on every continent are hiding an increasing reliance on private companies to snoop on citizens' digital lives, the U.N. human rights office says, with grave concerns about privacy.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | Small Business | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.