蘋果CEO向中國消費(fèi)者道歉
|
???? ????蘋果CEO蒂姆?庫克昨天在蘋果公司中國官方網(wǎng)站上刊登了一封致中國消費(fèi)者的道歉信。兩周前，中國中央電視臺(tái)3.15晚會(huì)職責(zé)蘋果在iPhone和iPad等產(chǎn)品的維修服務(wù)方面對(duì)中國消費(fèi)者實(shí)行低人一等的歧視性政策，《人民日?qǐng)?bào)》隨后連續(xù)發(fā)表評(píng)論跟進(jìn)，進(jìn)一步放大了針對(duì)蘋果的批評(píng)。 ????上周，中國政府資助的消費(fèi)者權(quán)益保護(hù)團(tuán)體、中國消費(fèi)者協(xié)會(huì)也出面喊話，要求蘋果公司公開道歉。 ????庫克在道歉信的開頭寫道： ????“在過去的兩周里，我們收到了許多關(guān)于 Apple 在中國維修和保修政策的反饋。我們不僅對(duì)這些意見進(jìn)行了深刻的反思，與相關(guān)部門一起仔細(xì)研究了 “三包” 規(guī)定，還審視了我們維修政策的溝通方式，并梳理了我們對(duì) Apple 授權(quán)服務(wù)提供商的管理規(guī)范。我們意識(shí)到，由于在此過程中對(duì)外溝通不足而導(dǎo)致外界認(rèn)為 Apple 態(tài)度傲慢，不在意或不重視消費(fèi)者的反饋。對(duì)于由此給消費(fèi)者帶來的任何顧慮或誤會(huì)，我們表示誠摯的歉意。” ????緊接著，道歉信重申了蘋果之前公布的退貨和維修服務(wù)政策，但是對(duì)涉及iPhone 4 和 4S兩款產(chǎn)品的部分作出了兩個(gè)關(guān)鍵性的修改。 ????自 2013 年 4 月起，Apple 將 iPhone 4 和 iPhone 4S 服務(wù)包升級(jí)為全部采用新部件的設(shè)備更換；同時(shí)，維修后的產(chǎn)品享有自更換之日起重新計(jì)算的 1 年保修期。 ????庫克的道歉信同時(shí)明確表示，蘋果在中國銷售的所有電腦，包括iPad，主要部件都享有2年的保修期。將iPad納入到“電腦”品類是中國消費(fèi)者協(xié)會(huì)提出的另外一個(gè)要求，蘋果公司這次的舉動(dòng)可以看作是在中國市場(chǎng)做出的一個(gè)重大妥協(xié)。 ????道歉信的結(jié)尾寫道： ????“衷心感謝大家給予我們的寶貴反饋，我們始終對(duì)中國懷有無比的敬意，中國的消費(fèi)者始終是我們心中的重中之重。” ????蒂姆?庫克 ????蘋果CEO |
????Two weeks after China's Central Television accused Apple (AAPL) 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." ????What follows seems to be a recapitulation of Apple's published return and repair policies with two key changes in Apple's coverage of the iPhone 4 and 4S: ????Henceforth, 1) all repairs in China will be made using new (not refurbished) parts and 2) the repaired phones will get new 1-year warranties from the date of repair. ????Cook's letter also clarifies that all Apple computers -- including iPads -- sold in China will come with 2-year warranties on major components. The inclusion of iPads under the "computer" umbrella was another of China's consumer association's demands and may be received in China as a significant concession. ????The letter ends: ????"We appreciate the feedback that we've received, and we have a tremendous respect for China. Our customers here will always be central to our thoughts." ????Tim Cook ????Apple CEO |
最新文章