Apple’s second largest market is China, and according to various reports, Chinese consumers aren’t too happy with Apple’s customer support in China.  The China Consumer Association (CCA) recently declared that Apple was not providing enough customer support for Chinese consumers, and the CCA’s position may not change.

Apple’s second largest market is China, and according to various reports, Chinese consumers aren’t too happy with Apple’s customer support in China.  The China Consumer Association (CCA) recently declared that Apple was not providing enough customer support for Chinese consumers, and the CCA’s position may not change.

According to Mic Gadget, Apple has amended certain portions of their service and repair policies to alleviate Chinese consumer dissatisfactions. 

In the previous repair policies, customers allowed Apple to repair products using new or refurbished parts.  However, that portion of the policies has been removed, and in the new policies Apple has added:

“Customers own repaired spare parts, while Apple owns old spare parts, and customers can forward their specific requirements to Apple’s repair center in advance…”

Local IT experts suggest that the terms has not changed, and that regardless of the ownership of parts, Apple should repair their products using new parts—not refurbished parts. 

Apple also made a change to its policy regarding the “time limit” that consumers had before fees or ownership relinquishment occur.  Previously, Apple allowed customers 30 days to pick up their repaired products before charging 10 yuan per day thereafter.  After 90 days, Apple assumes no responsibility for the repaired product.

In the new policy, Apple simply disposed of the time limit, leaving storage fees intact. 

Local law consultants think that Apple’s changes in policies is still not enough to prove that Chinese are being treated fairly.  Furthermore, many still believe that there are still portions of the policies that violate Chinese consumer laws.