To our Chinese consumers:

In the past two weeks, we have received a lot of feedback about Apple in China repair and warranty policy. We are not only a profound reflection on these views, together with relevant departments to carefully study the "Three Guarantees", and also look at our maintenance policy communication and combing our management specifications of Apple Authorized Service Provider. We are aware that, due to the lack of external communication in this process and lead to the speculation that Apple arrogance, do not care or do not attach importance to consumer feedback. We express our sincere apologies for any concerns or misunderstandings this gives consumers.

In order to further improve the level of service, we are implementing the following four major adjustment:

Improved iPhone 4 and iPhone 4S repair policy
Provide a concise and clear on the website of the official Apple repair and warranty policy statement
Increase the intensity of the supervision and training of Apple Authorized Service Provider
Related issues to ensure that consumers can easily contact Apple Feedback Service
At the same time, we also realize that operating in China, and communicate much we need to learn the place. Here, we assure you, Apple for the commitment and enthusiasm indistinguishable from other countries. Bring the best user experience for consumers and satisfactory service is our ideals, our commitment, and it has been deeply rooted in Apple's corporate culture. We will make unremitting efforts to achieve this goal.

iPhone 4 and iPhone 4S repair policy improvements are as follows:
So far, iPhone 4 and iPhone 4S repair this in one of three ways: as from the purchase date of 15 days found the problem, we will be entitled to a refund or replacement for consumers recalculated 1 year warranty period iPhone; 15 days after discovery problem, Apple will replace the part depending, such as camera modules or batteries; replacement parts also can not quickly repaired the iPhone, Apple will provide consumers with a part reassembled new parts, retaining only the consumers existing iPhone 4 or iPhone 4S back cover.

Nearly 90% of customers expressed satisfaction with our repair services, and consumer satisfaction is the most important criterion for Apple to measure its own success.

But others suggested that part of the re-assembly of repair almost replace the machine, so the direct replacement of a device will be more beneficial to consumers. Therefore, since April 2013, Apple iPhone 4 and iPhone 4S service pack upgrade for all 1-year warranty on new equipment replacement parts and replacement date recalculated.

Consumer iPhone 4 or iPhone 4S Apple or an Apple Authorized Service Provider has been part of the re-assembly kit maintenance, we will replace them as whole and for maintenance after the iPhone recalculated from the date of repair year warranty. Apple's warranty system has been updated for the information and, therefore, affected consumers do not need to take any additional action.

Now, all consumers can see on our site clear and comprehensive maintenance and warranty policy terms and conditions.
We are pleased to provide consumers with information who wish to learn more about the after-sales service. For example, we have been to provide 2 year warranty for the MacBook Air and Mac computer motherboards and other major components. Likewise, the the iPad main components has been entitled to a 2-year warranty period, and other components for 1 year warranty.

We realize that our site before this is not clearly stated policy. Hope the following will answer all the questions about Apple provides services.

Apple is to make greater efforts to ensure that Apple Authorized Service Provider to follow our policies, and make every effort to provide consumers with the highest quality service.
Week since March 18, 2013, we made a new training materials for all Apple Authorized Service Provider to ensure that each staff provide services for Apple products is not only familiar with our policies, but also to grasp three guarantees "provisions and related policies. The same time, we have taken the initiative through face-to-face meetings and other forms of verification and to ensure that each Apple Authorized Service Provider have opened training courses to update the knowledge of the staff for the maintenance and warranty policies. We will make unremitting efforts and continuous monitoring of the performance of the Apple Authorized Service Provider to ensure that consumers can get the highest quality service.

Now, the feedback service-related issues is also very convenient.
As the consumers of the services provided by any Apple Store retail store or an Apple authorized service provider doubt, to Welcome www.apple.com.cn/support/service/feedback/ directly get in touch with us. Our goal is to consumers where to buy Apple products or receive services, users can enjoy world-class experience.

Heartfelt thank you to give us valuable feedback, we always harbor immense respect to China, the Chinese consumer is always the top priority of our hearts.


Tim Cook
Apple CEO

Maintenance and warranty policies of Apple in China

iPhone 5

Warranty period from the date of purchase
The iPhone and contained Accessories for 1 year warranty.
To purchase the AppleCare Protection Plan.
Our maintenance and replacement policy
We will, depending on the fault condition, or for you to replace the defective parts *, or replace an iPhone.
All replacement iPhone parts are new.
IPhone after repair or replacement
Warranty period
Machine to replace the iPhone entitled to re-calculate the 1-year warranty.
Replacement parts and accessories to enjoy the remaining duration of the original one-year warranty period or 90-day warranty period, in which time is longer prevail.
* IPhone 5, for example, we can replace parts including: SIM card slot ejectors, battery, vibration motor, receiver, speaker and Home button.
iPhone 4/4S

Warranty period from the date of purchase
The iPhone and contained Accessories for 1 year warranty.
To purchase the AppleCare Protection Plan.
Our maintenance and replacement policy
We will, depending on the fault condition, or for you to replace the defective parts *, or replace an iPhone.
All replacement iPhone parts are new.
IPhone after repair or replacement
Warranty period
Machine to replace the iPhone have recalculated the 1 year warranty **.
Replacement parts and accessories to enjoy the remaining duration of the original one-year warranty period or 90-day warranty period, in which time is longer prevail.
* IPhone 4/4S, for example, we can replace parts including: SIM card slot ejectors, battery, camera, and the back cover.
** Partial re-assembly the iPhone 4/4S maintenance also enjoy the same 1-year warranty recalculated once by Apple or an Apple Authorized Service Provider.
iPad and iPad mini

Warranty period from the date of purchase
iPad all major components have a 2-year warranty covers the motherboard (MLB), memory, hard disk drive (HDD / SSD), display (LCD) and AC power adapter.
The included accessories and batteries for 1 year warranty.
To purchase the AppleCare Protection Plan.
Our maintenance and replacement policy
We will, depending on the fault condition, or you replace an iPad or replacement of defective parts for you *.
If the accessory is a problem, we will replace you with new accessories.
All replacement iPad accessories and parts are new.
IPad after the repair or replacement
Warranty period
Replace the machine the iPad enjoy the re-calculated from the date of replacement 1 year warranty period (the main components enjoy a 2-year warranty).
Replacement parts to enjoy the remaining duration of the original one-year warranty period or 90-day warranty period, in which time is longer prevail.
* The iPad parts we can replace the SIM card slot ejector.
iPod touch

Warranty period from the date of purchase
iPod touch and included accessories for 1 year warranty.
To purchase the AppleCare Protection Plan.
Our maintenance and replacement policy
If your iPod touch is faulty, we will replace you a new iPod touch.
If the accessory is a problem, we will replace you with new accessories.
IPod touch repair or replacement warranty period
The machine replacement iPod touch have a 1-year warranty from the date of replacement recalculated.
Replacement parts to enjoy the remaining duration of the original one-year warranty period or 90-day warranty period, in which time is longer prevail.
Mac desktop computers
(Including the Mac mini, iMac and Mac Pro)

Warranty period from the date of purchase
Mac desktop computers for 1 year warranty.
The first year of the warranty period, the warranty covers all parts of the Mac desktop computers.
All major components have a 2-year warranty.
The second year of the warranty period, the warranty all major components include the motherboard (MLB), processor, memory, hard disk (HDD / SSD), the power supply and graphics card.
All parts of the Mac desktop computers in Zhejiang Province, enjoy a 3-year warranty period.
To purchase the AppleCare Protection Plan.
Our maintenance and replacement policy
We will use the new parts to repair your Mac desktop computer.
Mac desktop computers repaired warranty period
Repaired Mac desktop computers to enjoy the remaining duration of the original warranty period or 90-day warranty period, whichever is longer time. Maintenance of the main components of which are entitled to re-calculate the 2-year warranty, are entitled to a 3-year warranty period in Zhejiang Province.
Mac laptops
(Including MacBook Air, MacBook Pro with Retina display MacBook Pro)

Warranty period from the date of purchase
Mac laptop for 1 year warranty.
The first year of the warranty period, the warranty covers all parts of the Mac laptop.
All major components have a 2-year warranty.
The second year of the warranty period, the warranty all major components include motherboard (MLB), processor, memory, hard disk (HDD / SSD), power adapter, keyboard and display (LCD).
To purchase the AppleCare Protection Plan.
Our maintenance and replacement policy
We will use the new parts to repair your Mac laptop.
Mac laptop repaired warranty period
Mac laptop after repairs to enjoy the remaining duration of the original warranty period or 90-day warranty period, in which time is longer prevail. Repair of major components have a 2-year warranty recalculated.
The above policy only applies to the purchase of Apple products in mainland China, and follow the "three guarantees" provisions.