Although the relevant post-sale service rules had been issued by china as soon as the iphone version had been sold, specifying the responsible parties, some users were still embarrassed that after-sales services “can't find a place”。
A user (alias) of iphone previously complained to daily economic news that its iphone3gs voice keys, which were still under warranty, had been lost and that it had been told that it would be necessary to pay a high maintenance fee of $380. 7. In response, liu lei stated: “it is impossible to say that an iphone 3gs is now more than 3,000 and that so much money is required to fix a small volume key”。
After various consultations, liu rei was disappointed with the result that “both connected and apples felt that they should not be held responsible for the sale”
Neither apple nor china connect group had responded to the above-mentioned questions by the time of the submission。
Volume key off "not under warranty"
Liu rae indicated to daily economic news that his iphone was bought on 6 september last year at the china union office in guangdong, and that on 10 march this year he suddenly discovered that the iphone left volume keys were missing。
Liu ray's iphone was still on warranty for one year, and on 11 march, he called the authorized guangzhou maintenance centre, the beijing transnistrian digital technology ltd., for maintenance. Upon completion of its review, the apple guangzhou authorized maintenance centre stated that the loss of the iphone volume keys was hardware damage, was not covered by warranty, could not provide warranty and would require a payment of $3807 for maintenance。
Liu's outrage to the journalists was that he felt incomprehensible about the above treatment, and that “the loss of the volume keys without cause is in itself a matter of quality”. He stated that he had been careful to use the iphone himself and that he did not agree with the possibility of “misuse” proposed by apple guangzhou's authorized maintenance centre。
In an effort to solve the problem, liu ray called the apple technical support hotline, 400627273, which was only responsible for resolving questions about apple user software and could not deal with user problems. Liu's last call was to call the 1010 hotline and to be told that the responsibility for the maintenance of the iphone machine lay with apples。
In the absence of a satisfactory response on many occasions, liu ray again called apple guangzhou's authorized maintenance centre to make a complaint, which indicated that he would upgrade his complaint to apple's testing centre in singapore to evaluate it, and he sent his iphone photo to apple guangzhou's authorized maintenance centre on 14 march. The apple party had promised to respond within 24 hours, but it did not reply to him until 17 march, stating that it could only be repaired at stock prices, which remained at $3807。
In response to this result, liu lei said that he was “ununderstood and very disappointed”: “how can a small volume key set maintenance prices so high? Moreover, the one-year warranty promised by apple and connect does not appear to have been delivered.”
The apple maintenance center has a voice
It's not only liu ray who has experienced the trouble with the connection version iphone. An online user, xmmloop, described his experience in maintaining iphone。
In 2010, xmmloop purchased two iphone3gs at the guangzhou access centre and signed a 24-month online agreement. As the machine was not scrutinized when the machine was purchased and activated, he later discovered that “the seal by one of the screens had been degeled”. Xmmloop took the degeled iphone to the guangzhou connect office, claiming that it required testing certificates for the apple authorized maintenance point, which determined whether to replace or repair it。
Xmmloop then took the defouled iphone to the apple authorized maintenance point for testing, and was provided with the reply that defouling was a physical problem and could not be replaced, but only repaired. It is noteworthy that, according to xmmloop, he was suddenly informed that his iphone cap had been replaced and that his only option was to retrieve the machine while he was still dealing with the apple authority. “in other words, all the negotiations were useless and, in any case, were the responsibility of the authorized maintenance centre”. This is the same as the situation encountered by the above-mentioned users of the guangdong dongjun。
The key to withdrawal or warranty lies in the results of the testing at apple's authorized maintenance centre, so how does apple guarantee the fairness of the results? There was no response from apple china as of the time of the press release。
In an interview with the daily economy news, an electrician pointed out that since mobile phones and after-sale services are mostly performed by manufacturers at the local level, it is not uncommon for maintenance points and manufacturers to interact. “the maintenance difficulties of the two iphones mentioned above, as they also involve the operator china connect, leave much more room for manoeuvre.”
With regard to xmmloop's doubts about the fairness of the results of the apple authorized maintenance centre, the expert indicated that if consumers were to question the results of the testing in the after-sale service of the manufacturer, they could seek assistance from the local quality control department。
Post-exposure service slots
In fact, as early as october 2009, in order to “fellow after-sale services can be quickly solved locally”, china connect has introduced the after-sale service rules of the iphone version。
The rules provide for a one-year warranty period for the mainframe of the internet version of iphone, starting from the date on which the consumer invoiced the machine, while annexes such as headphones, chargers, etc., vary from 3 to 12 months, in accordance with the relevant national regulations。
The after-sales service of the connected iphone is divided into two modes of internet coverage and no-point coverage. Of these, the areas covered by the internet will be after-sale services at the apples ' post-sale web site, while the areas not covered by the net will be accessible to consumers, either by connecting the subsidiaries in charge of the marketing terminals to the local branches of washington, d. C., to the point designated by the recipient or by the retail store itself to the point designated by the manufacturer。
In addition, if the iphone phone users have access to the serial number of the product, driver downloads, system activation, national service network queries, service complaints and technology, they can be consulted through china through 10010, the iphone service line or the apple technical support hotline, or through the apple technical support website, as well as the channel sales website。
In response, liu lei stated that the after-sales rules of chase appeared to be sound, but that users like him, when confronted with specific problems, felt that they were “false”。
