Tim Cook Apologizes to China’s Apple Consumers
Two weeks after China's Central Television accused Apple of giving Chinese customers second-rate repair service on its iPhones and iPads -- a charge echoed and amplified by editorials in the People's Daily -- CEO Tim Cook posted a signed apology on Apple's Chinese-language website.
A public apology was one of the demands made last week by the China Consumer's Association -- a government funded watchdog group.
Cook's letter begins: "In the past two weeks, we have received a significant amount of feedback about our repair and warranty practices in China. We have thoughtfully considered the feedback, carefully reviewed the return, repair and replacement policies with regulators, and examined how we communicate our hardware warranties as well as manage our service provider compliance. In the process of studying the issues, we recognize that some people may have viewed our lack of communication as arrogant, or as a sign that we didn't care about or value their feedback. We sincerely apologize to our customers for any concern or confusion we may have caused."