Apple defends warranty policy in China

After accusations of double warranty standards that undermine its consumers in China, Apple has shifted the focus onto China's consumer laws.

The American tech giant says its repair policy abides by the laws and regulations in the country of purchase...

And that Chinese consumers are treated equally, to those elsewhere.

PKG

After an embarrassing exposure of its warranty shortcoming in China, the world's leading tech company is now fighting to repair its reputation, amongst Chinese consumers.

Several weeks ago, China Central Television accused Apple of adopting differentiating repair and return policies in China...

Including shorter warranty periods than in other countries, as well as using old parts for repairs - and ignoring after-sale obligations.

In an open letter, Apple claimed it "completely abides by local laws and regulations."

As for doubts over double-standards in its repair policy, Apple said "the repair policy provided in China is of no appreciable difference from that provided in the United States, as well as other places in the world"...

But did, however, admit: "in terms of some particular repair methods, there may be specific adaption made according to laws and regulations in China."

In the statement, Apple claimed consumers in China enjoy the top-standard service provided by Apple.

And that it does replace brand new parts including screens and antenna for consumers, with the iPhone 4 and iPhone 4S.

It also said,after accepting repair services, consumers can enjoy a 90-day warranty, or prolong its original warranty...

But according to China's consumer regulations, a warranty period is just 30 days long...

Meaning a month, is all they can count on...

SOUNDBITE (CHINESE) Chinese consumer:

"I think Apple's reaction shows it's trying to avoid taking responsibility. We've paid much more for iPhone than any other cell phones. We deserve a better service. I feel disappointed."

Following the revelation of its warranty discrepancy, many Chinese also say they want to see Apple address the loophole:

SOUNDBITE (CHINESE) Chinese consumer:

"I use iPhone 3S, which came out a couple of years ago. I'm a huge Apple fan. But in the statement, there's no sincere apology from the company, nor any solution to this problem. It really lets me down."

The price of not doing so could be high for the tech giant...

Many Chinese buyers say if Apple ignores their feelings, they'll be less likely to return:

SOUNDBITE (CHINESE) Chinese consumer:

"If there does exist a double standard, it'll definitely turn people away. They may not buy Apple products when given other options."

Chinese consumers' growing 'options' include Samsung, along with cell phones from local rivals, Huawei and ZTE - both four times cheaper than an iPhone...

And as a result, Apple may need to work harder to justify its prices...In what is now the world's second-largest consumer-market: China.