Tim Cook apologizes for China customer-service policies

“Apple Inc. issued an apology letter signed by Chief Executive Tim Cook that vowed to revamp aspects of its customer-service policies in China after more than two weeks of pointed attacks by government-run media,” Paul Mozur reports for The Wall Street Journal. “The apology, in the form of a letter written in Chinese and posted to Apple’s Chinese website Monday, underscores the increasing importance of the Chinese consumer in what has become the company’s second-largest market.”

“Mr. Cook said in the letter that the company deeply reflected on recent ‘feedback’ on its warranty policies and apologized for misunderstandings created by poor communication with consumers,” Mozur reports. “‘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,’ Mr. Cook said, according to the letter. ‘We express our sincere apologies for any concerns or misunderstandings this gave consumers.'”

Mozur reports, “In the letter, Mr. Cook said the company would amend its warranty policies for the iPhone 4 and 4S, streamline its customer feedback, give further training to Apple authorized resellers on warranty policy, and more clearly post its warranty policy on its website. He added that about 90% of consumers had been satisfied with its earlier repair policy.”

Read more in the full article here.

[Thanks to MacDailyNews Reader “Fred Mertz” for the heads up.]

26 Comments

  1. My name is Candra, i am going to be king of iphone n ipad in indonesia. Tim cook u very cb, make 3 ipad all sama sama, aku cannot make profit manyak manyak.

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