- CNTV English - CCTV News

After-service controversy: Apple of whose eyes?

03-28-2013 20:22 BJT

Watch Video

Play Video

Apple products have become hugely popularity in China. For many, Iphones and ipads are "must-have" accessories, particularly in urban areas. The company’s stores are often overflowing with customers trying out the latest gadgets, but there’s now a controversy brewing over Apple’s warranty and repair policy, and concern that Chinese consumers are being given a rough ride.

In a recent interview, Apple CEO Tim Cook said China will soon become Apple’s biggest market. Just walk past any Apple store, and that’s certainly how things seem to be going.

But voices of complaint are coming from some Chinese consumers, over Apple’s after-sales service.

The company offers a global warranty period of 1 year - that’s the same whichever country you are in. But Chinese law states that warranties on computer sales MUST be at least two years.

All companies have their own policies. But they should all abide by the laws and regulations of the countries that they operate in.

But the biggest complaints have been about HOW Apple deals with faulty products.

In the United States, Australia, South Korea and the European Union, defective iPhones can be replaced with a brand-new one during the one-year warranty period.

Chinese customers don’t have that option, and have to have them repaired.

“I think there should be no difference between Chinese and foreign Apple users. Apple should guarantee the legal rights and interests of its Chinese fans.”

The controversy erupted after a consumer protection TV show in Mid-March. Since then Apple has made two statements, denying discriminatory practices in China.

Legal experts are not buying it.

Qiu Baochang, legal team leader of China Consumers Association "Apple says Chinese consumers enjoy the highest standard of service. This is a false statement. It’s a fact that the company gives brand-new replacements in other countries, but in China the warranty does not cover the outer casing. I think Apple is ducking the issue."

Chinese consumers are holding firm stance on the issue.

"Apple needs to be stronger in after-sales. A product’s popularity not only depends on its quality, but also after-sales service. Other products do better in this area. If Apple continues like this, we will choose other products."

Last year, Apple was forced to modify the terms of its after-sales service in South Korea, after a customer sued the company for replacing her defective iPhone with a refurbished one. Some Chinese netizens have called on Chinese consumers to mount a similar challenge.

Apple sales in China increased by 67% in the first financial quarter of this year. The company’s annual income in China, including Hong Kong and Taiwan, is growing at a rate more than twice that of Japan. It’s also faster than the US and Europe.

It remains to be seen whether this global tech giant will be pressured to respond to the complaints, as its market in China becomes an ever-bigger part of its global operation.

Editor:Bai Yang |Source:

Hot Videos view more

The celebrations are still continuing as the victorious coach, Joachim Loew, has been honored for his achievement in his hometown of Freiburg.
Germany coach Loew honored in hometown of Freiburg

Chinese men´s national team continued its preparations for next year´s Asian Cup, as they managed a one-all draw against visitors Jordan during a football friendly in Harbin, the capital city of Northeast China´s Heilongjiang Province.
China held to 1-1 draw by Jordan

The defending world champs came into the contest with a perfect 6-and-oh record, but they would be in for a tough first half before opening things up in the second.
USA beat Slovenia 119-76 in quarter-finals

Hot Stories more

UK authorities believe killer of James Foley is a British national

Across the UK the hunt is on for James Foley’s killer, who authorities believe is a British national. As Richard Bestic reports from London, Prime Minister David Cameron cut short his summer break to lead his government’s response.

Israeli war jets renews Gaza strike as truce talks stalled

Three Palestinians were killed and 40 others wounded in the intensive Israeli war jets´ airstrikes on the Gaza city on Tuesday night, shortly before an end of a 24-hour ceasefire in the Gaza Strip,

Missouri police arrest dozens after violent night

As the protests in the town of Ferguson, Missouri turned violent with police facing ´heavy gunfire´ from some ´criminal elements´, cops fired tear gas, stun grenades and arrested 31 demonstrators on Monday night.

Picture in news more

More Video News

Choose TV Program