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Apple clarifies warranty policy in China amid state-press criticism

Michael Kan | March 26, 2013
Apple is in the midst of another public relations battle in China and is trying to clarify its warranty policies, as local-state controlled press continue to slam the U.S. company for allegedly offering subpar warranty services to Chinese customers.

But this time, the criticism against Apple's repair policies has generated conspiracy theories over why China's state-run press is targeting the company so harshly. Following CCTV's initial report, local internet users pointed to evidence that one celebrity was possibly paid to write a negative Internet post about Apple's customer service.

Whatever the motive, the criticism risks hurting Apple's reputation in China at a time when rivals such as Samsung are also building up their corporate brand, said Nicole Peng, an analyst with research firm Canalys. In last year's fourth quarter, Samsung was China's largest smartphone vendor, followed by domestic companies Lenovo, Yulong Computer Telecommunication Scientific, Huawei and ZTE.

"The public doesn't really know if the (CCTV) report is true or not, but they will probably believe it, because they don't know what is happening in other markets," she said. "I think in this case if Apple doesn't respond, their corporate image will be damaged."

Apple declined to comment.

 

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