Apple CEO Tim Cook Apologizes For Warranty Issues In China

Posted Apr 1, 2013

In China, Apple has been dealing with criticism in regards to their warranty policy.  Chinese customers complained that when U.S. customers encountered an issue with their Apple iPhone 4 and iPhone 4S under a warranty, the U.S. customer would receive a replacement handset.  But the Chinese customers would receive replacement parts.  This is why Apple CEO Tim Cook apologized for “any concerns or misunderstandings.”  Cook posted the apology letter on Apple China’s website.

Cook said that poor communication may be blamed for the allegations that Apple’s response was “arrogant.”  Cook outlined a clear warranty policy for the iPhone 4 and 4S going forward.  The local staff will be better trained better also.

Apple pointed out that in the case of the iPhone 5, it is almost always replaced.  But the iPhone 4 and iPhone 4S can often be fixed with parts.  The local media implied that Apple resisted replacing handsets because China’s warranty laws require a full one-year extension on replaced products.  However Apple offers only a 90-day warranty on replaced parts.