蘋果CEO向中國消費者道歉
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???? ????蘋果CEO蒂姆?庫克昨天在蘋果公司中國官方網站上刊登了一封致中國消費者的道歉信。兩周前，中國中央電視臺3.15晚會職責蘋果在iPhone和iPad等產品的維修服務方面對中國消費者實行低人一等的歧視性政策，《人民日報》隨后連續(xù)發(fā)表評論跟進，進一步放大了針對蘋果的批評。 ????上周，中國政府資助的消費者權益保護團體、中國消費者協(xié)會也出面喊話，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，我們收到了許多關于 Apple 在中國維修和保修政策的反饋。我們不僅對這些意見進行了深刻的反思，與相關部門一起仔細研究了 “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 Apple 授權服務提供商的管理規(guī)范。我們意識到，由于在此過程中對外溝通不足而導致外界認為 Apple 態(tài)度傲慢，不在意或不重視消費者的反饋。對于由此給消費者帶來的任何顧慮或誤會，我們表示誠摯的歉意?！?/p> ????緊接著，道歉信重申了蘋果之前公布的退貨和維修服務政策，但是對涉及iPhone 4 和 4S兩款產品的部分作出了兩個關鍵性的修改。 ????自 2013 年 4 月起，Apple 將 iPhone 4 和 iPhone 4S 服務包升級為全部采用新部件的設備更換；同時，維修后的產品享有自更換之日起重新計算的 1 年保修期。 ????庫克的道歉信同時明確表示，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”品類是中國消費者協(xié)會提出的另外一個要求，蘋果公司這次的舉動可以看作是在中國市場做出的一個重大妥協(xié)。 ????道歉信的結尾寫道： ????“衷心感謝大家給予我們的寶貴反饋，我們始終對中國懷有無比的敬意，中國的消費者始終是我們心中的重中之重?！?/p> ????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 |
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