The iPhone 6 plus (64G), which was sent for repair, was replaced by the iPhone 6 (16G), and Apple relied on its own “lending agreementâ€. In the newspaper last Monday, after the incident of "paying for the repair of the Apple mobile phone but not returning the accessories", there have been consumers in the Internet recently, and encountered another wonderful regulation of Apple. A further investigation by the Yangzi Evening News reporter found that Apple's after-sales policy does differ for Apple users in different countries.
The Yangzi Evening News reporter learned that the relevant person in charge of Apple this week will be interviewed by the market supervision department in Nanjing, and this newspaper will further pay attention to it. Intern Chen Danlin
Wonder encounter
Repairing the mobile phone, "Big Apple" was replaced by "Little Apple"
The spare machine was not returned in time, and the ownership of the repair machine was Apple’s.
In this wonderful event, Ms. Zhang, a consumer in Chongqing, bought an iPhone6 ​​Plus phone last August. Last month, when the phone failed, she came to the local Apple official authorized store for repair.
After the inspection, the staff said that their maintenance points have no right to start the test, only to return to the factory, Ms. Zhang agreed to such a plan. So she got the repair procedure and got an iPhone 6 spare phone.
Ten days later, Ms. Zhang received an official reply from Apple. The other party said that her mobile phone needs to be repaired at her own expense. This time, Ms. Zhang is not happy, obviously the mobile phone is still in the warranty period, why pay for it? Subsequently, she appealed to Apple China headquarters, the other party said that after 4 working days to give a reply, but she did not wait to reply.
When Ms. Zhang came to the official Apple authorized store again, she got a more amazing news. The staff told her that the original iPhone6 ​​plus usage rights were replaced by the iPhone 6's backup phone by default. In other words, Ms. Zhang can no longer use her iPhone6 ​​plus (64G), but only the spare iPhone 6 (16G).
"The difference between the two mobile phones is 1,600 yuan, and the 'big apple' has been inexplicably replaced with 'small apple'." Ms. Zhang felt inexplicable.
The Yangzi Evening News reporter learned that it was originally the case in Apple’s lending agreement that the free lending time was generally 14 days. If the user did not return the spare machine within the time limit, Apple would acquire the full ownership of the user’s mobile phone, and at the same time, the user would get the backup. Full ownership of the machine.
Since Ms. Zhang has not returned the backup phone overdue, the ownership of the phone has changed in Apple’s view.
Reporter survey
Apple users in some countries have "privilege"
Can the well-known Apple after-sales maintenance regulations be treated equally? However, after studying the relevant investigations of Apple's official website, the Yangzi Evening News reporter found that in the description of the "maintenance terms and conditions" of Apple's official website, consumers in some countries do have "privilege."
For example, for Apple's mobile phone users in Brazil, Apple made it clear: "When providing services for Apple products, Apple does not use repaired or previously used products or parts."
According to the "Apple" prevailing practice, the terms used in the repair are "use new parts or products that are equivalent in performance and reliability to the new product to repair or replace parts or products."
In addition, the warranty period for mobile phones in China is a well-known year, and in the "Apple" related "maintenance terms and conditions", the reporter saw that the "claim period" for Apple users in Denmark and Norway can be Within 2 years from the date of purchase.
According to relevant sources, the reason why the "Apple" company's after-sales maintenance terms in some countries are different is also due to the "argument of the relevant countries."
The Yangzi Evening News reporters have checked the relevant information and showed that in order to protect the rights and interests of consumers, many countries have adopted the "penalty" policy. For example, the Italian competition authority has imposed a fine of $1.2 million on Apple, which is suspected of violating consumer protection laws; in July 2012, the country’s antitrust regulator AGCM said that if Apple does not provide free two years to users under Italian law The product warranty will once again face a fine of up to approximately $376,000. Portugal has also ruled that if Apple does not provide a free two-year product warranty to Portuguese users under the law, it will also file a lawsuit against it. At the same time, the Federal Court of Melbourne, Australia, also made a fine of $2.29 million for the misleading consumer behavior of Apple Inc. in the United States.
Other brands of mobile phone accessories repairs can be returned
The newspaper has previously disclosed that when Apple's mobile phone accessories are repaired, they need to be recycled according to the "Apple" regulations. Then, when other brands of mobile phones are being repaired, what is the accessory policy? The Yangzi Evening News reporter selected Samsung, Huawei and Lenovo mobile phones with high market share to understand.
At the after-sales service point designated by a Huawei mobile phone located in Xinjiekou, the reporter suggested that Huawei's mobile phone screen had a crack and needed to be repaired. After repairing, it wanted to return to the original screen. The other party's maintenance personnel indicated that they could return the bad screen to the reporter.
In another Nanjing Lenovo mobile phone repair and sales point, the reporter also proposed to change the screen of the Lenovo mobile phone, the maintenance staff said that they have a "limit price screen" activity launched by the manufacturer, if the reporter's mobile phone is within the scope of activity Models, you can enjoy the benefits of changing screens, but only if the screen needs to be repaired. Obviously, whether to participate in the screen change event here, consumers can choose their own.
At Samsung's mobile phone service point, the reporter also proposed whether to change the screen to the mobile phone accessories, the maintenance staff here also said that they can choose to get back.
The Yangzi Evening News reporter learned that the China Consumers Association had noticed Apple’s maintenance clause as early as 2012. China Consumers Association pointed out that during the three-pack period, the free maintenance of the operator is its legal obligation, and the replaced parts should still be owned by the consumer according to law, and Apple has no right to recover it. However, to this day, this overlord clause is still being implemented.
Have a public review
"åžè¯´åžèŠ" host åžæ¹£: Don't spoil the "Apple" again
In the impression of Laojiao, the "Apple" domineering has not been a reason for a long time. At the 2013 CCTV 315 party, it mentioned the case that Apple firmly refused to replace the back cover of the mobile phone for Chinese users. There is a detail in it. When the reporter asked the staff why they didn't change the cover for the user, the staff said "we are on this rule" and asked why the rule was "because we are apples" and the face is exposed.
"Why can Apple be so horizontal? A very important reason is that our supervision department is too loose on its supervision." Laojiao said that in South Korea and Italy, Apple mobile phones have such a bully clause, but people have carried out Strict constraints and investigations. In the end it made it necessary to lower the arrogant head.
Laojiao believes that to get rid of Apple's "bull", we need the relevant regulatory agencies to stand up and serve the users. As the saying goes, "An apple buys a hand, it takes your nose away. The terms are with the overlord. After the principle of fairness is thrown away, the supervision is too weak. It can only help the user to come out and punish the afterburner. Received."
Professor of Nanda Business School:
Regulators must come forward
Cheng Zhiming, a professor at the School of Business at Nanjing University, pointed out that when consumers face the overlord clauses of big-name companies, they are often at a disadvantage. When signing an agreement, the other party often has to “step by stepâ€, which allows Consumers who lack professional knowledge tend to be very passive and swallow.
"In fact, many international big names are our own discrimination and unfairness." Cheng Zhiming hopes that as a regulatory department, while maintaining the normal market order and fair environment between enterprises and enterprises, it should also be maintained. Fairness between good consumers and manufacturers. Whether it is possible to compare the domestic and international terms of the after-sales policies of these imported brands, and to inform consumers of the provisions of consumer discrimination. If we violate the domestic laws and insist on saying “noâ€, and when the law cannot protect us, we will consume You can also vote with the "foot". You are not good to me, I will not buy you. Yangzi Evening News, full media reporter Song Nanfei
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