Apple learns a lesson in China

Apple was criticised for having inferior after-sales service for Chinese customers. Photo: AFP

Volkswagen recently responded to an accusation on a CCTV consumer rights programme that it sold cars with faulty gearboxes by promptly recalling nearly 400,000 vehicles. On the same show Apple was criticised for having inferior after-sales service for Chinese customers. If it had followed the VW example and acted on the complaints instead of being defensive, it would have spared itself attacks from the state, climaxing in accusations in People's Daily of dishonesty, greed and arrogance. Now it has apologised and doubled the warranty for Chinese customers to two years.

Thursday, 4 April, 2013, 5:41am 3 comments

China state media attacks on Apple inspire apology

Apple chief executive Tim Cook says the company 'has much to learn about operating and communicating in China'. Photo: Reuters

After the successful launches of the iPhone, iPad and iTunes, Apple this week responded to weeks of Chinese criticism with an ignominious new product: the iKowtow.

3 Apr 2013 - 5:14am

Apple's apology to customers reflects importance of China market

A man strolls on a walkway past an Apple logo on a shopping mall in Beijing. The company has apologised to mainland customers. Photo: AFP

Two weeks after CCTV, the national television station, criticised Apple's after-sales service, followed by other state-controlled media, the US firm posted an apology on its website on Monday and said it would double the warranty for Chinese consumers to two years, which is what mainland law requires.

3 Apr 2013 - 10:07am 1 comment

Apple apologises to Chinese customers in row over warranty

Apple apologises to Chinese customers in row over warranty

Computer maker Apple has bowed to media pressure on the mainland - a major market for its products - and agreed to extend its warranty for its Chinese consumers. The move came after People's Daily, the Communist Party's official mouthpiece, denounced the US company as "dishonest, greedy and arrogant" and urged people to "strike away" its "unparalleled arrogance".

2 Apr 2013 - 4:17am 4 comments

Vehicle value-adding tactics

If you're planning to buy a new car, you'll have to face the fact that, once the warranty has expired, the value is going to drop significantly when you put it on the market, unless it's a highly sought-after ultra-luxury model.

13 Jun 2011 - 12:00am

Computer heal thyself

A couple of years ago, I got to know Ken in Xiamen very well. Ken was the technician on the end of a tortuous hotline for an American personal computer manufacturer and the only person in the company who was in any way helpful through 18 months of frustration, when almost every element of my new PC - except the mouse - failed.

21 Sep 2008 - 12:00am

Miracle life repair

Deal of the year: a brand-new, happy life in just three and a half days with a lifetime warranty. Cost: $7,000 plus.

Too good to miss? Alas, you have already if you're not one of the 150 Hong Kongers jetting off to Singapore today for a seminar hosted by American motivational guru Anthony Robbins (left).

11 Oct 2002 - 12:00am

Buying a second-hand boat

Repairs: Even if a second-hand boat saves some cash and might come better equipped than a brand-new model, there may be added expenses in repairs and upgrades.

Track record: Although the second-hand boat's warranty is not valid for long, it will have a proven performance and reliability track record that can be checked out through repair shops.

19 Aug 2001 - 12:00am

Builder pledges three-year no-leak warranty

Hsin Chong Construction will provide a three-year no-leakage warranty for all new design-and-build contracts to boost its share of the sector.

The company will guarantee no leaks in windows, external walls, roofs, pipes and the like for contracts in which it controls the design, specification, selection of materials and construction procedures.

4 May 2001 - 12:00am

No-refund policy wrong

In September 1998 I purchased Philips' latest Nino palm-size PC. I have had nothing but trouble with this product. Philips took it back for a service and found there was nothing wrong with the product. However, I am still having the same problems I experienced in November. I then asked for a refund as I felt that the PC was unreliable.

27 Mar 1999 - 12:00am

Check the warranty to avoid pain

Despite the Government's best efforts, service remains something of a dirty word in Hong Kong - and the consumer PC market is no exception.

This is a pity as there are few products that require as much post-sales care as a home PC.

19 Nov 1998 - 12:00am

IBM warranty only for designated products

Your article 'Lack of Y2K standard leaves worried customers in dark' (Technology Post, August 4) may have confused your readers on IBM's policy in this area.

25 Aug 1998 - 12:00am

An on-line guide to your body and health

Nothing gets the conversation rolling quite so well as disease. For many young people disease is something that happens to other people, usually really old people, over 30 at least.

However, for some, such as parents, a basic knowledge of diseases and what to look for could be worth having, provided extreme care is taken in how it is used.

17 Feb 1998 - 12:00am

Watch the warranty

When working in a small home office environment, your PC is as vital to your existence as food or water. It is your word processor, filing system, address book and if you rely on e-mail as much as I do, it is also your connection to the outside world.

30 Jun 1996 - 12:00am

Digital gives passport to worldwide service

Business travellers are used to packing their passport, mobile computer, toothbrush and briefcase before hitting the airport on the run.

With a Digital notebook computer, you can pack an extra passport in your travel documents which ensure your productivity no matter what foreign AC plugs and jacks you hook up to.

30 Jun 1996 - 12:00am