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April 2, 2013

Apple CEO Apologizes to Chinese Consumers

by shirleyshiyaqiong

(CNN) Apple has published a letter (read the letter   to Chinese customers — signed by CEO Tim Cook — that addresses the growing controversy over the company’s warranty policies there.

Chinese government was pissed off by Apple’s double standards of customer service: in the US, Apple received many compliments about its outstanding customer service; while in China, customers never received such high quality of service and warranty benefits.

Since March 15, 2013, the Consumer Rights Day, Chinese government has exposed Apple’s behavior in media and encouraged consumers to boycott Apple’s products. Chinese government’s interference in this issue affected Apple’s stock price, forcing Apple to fix the problem. Apple is in a big trouble making an enemy in its second largest market.

Apple promises to fix the repair and warranty policies in Chinese market, and to train staff to improve in-store experience in Chinese Apple stores. Providing excellent customer service is an important part of the value that Apple delivers to its customer. Apple should never sacrifice it for other benefits in any market.  Read more:

Read more from customer service

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