Between 1 january and 30 november 2016, the shanghai commission for the protection of the rights of the child received 2,763 consumer complaints concerning apple computer trading (shanghai) limited, a nearly twofold increase over the same period. Of these, between 1 october and 30 november, 1,221 complaints were received concerning the company, a nearly sixfold increase over the same period。
On 1 december, the shanghai city committee for the protection of the rights of all migrant workers and members of their families published the status of complaints received since the beginning of the year in response to a large number of complaints about abnormal shutdowns of the apple 6s type。
8 reported cases, including mobile phone self-fired explosions
Between 1 october and 30 november 2016, the shanghai commission for the protection of the rights of the child received more than 860 complaints about the abnormal turn-off of apple mobile phones. In the case of consumer complaints, it appears that the iphone6, iphone6 plus and iphone6s plus have abnormally closed down 20-80 per cent of the remaining power supply; the iphone6s, produced outside september-october 2015, have abnormally shut down; and the iphone6s, produced between september and october 2015, have been unable to obtain after-sales services in a timely manner。
Case one: mr. Consumer wong indicated that an iphone6 phone was purchased in september 2015. Since october 2016, the mobile phone has had an abnormal shutdown with 50 per cent remaining power。
Case two: the consumer, ms. Ding, reported that an iphone6 plus phone was purchased in applenet in november 2014. Since october 2016, the mobile phone has been off the grid exceptionally at the time of remaining 30 per cent。
Case iii: consumer mr. Liu reported that an iphone6s plus phone was purchased at apple flags in december 2015. Since november 2016, the mobile phone has suddenly turned off at the remaining 30 per cent。
Case iv: consumer mr. Xu reported that an iphone6s mobile phone was purchased in december 2015. Since august 2016, the mobile phone has been off the grid at 40 to 50 per cent of the remaining electricity. Upon enquiry, the apple official client hotline 4006668800 was informed that it did not fall within the scope of the iphone6s accidental shutdown program to replace cell phone batteries。
Case v: consumer miss wu reported that an iphone6s phone was purchased in september 2015. Since september 2016, the mobile phone has been abnormally shut down at around 30 per cent of remaining power. Ms. Wu, under the apple company's iphone6s accidental shutdown program, went to the after-sale service maintenance point to replace the batteries, which was difficult to resolve owing to the lack of battery supplies at the store。
Case vi: consumer ms. Liu indicated that an iphone6s phone was purchased in october 2015. Since october 2016, the mobile phone has been abnormally shut down at about 50 per cent of the remaining power. Upon enquiry, the mobile phone was produced on 17 october 2015. Ms. Liu went to the apple shop to request a replacement of the battery, but was told that the mobile phone had been produced on dates that went beyond the “september-october 2015” scope of apple's iphone6s accident shut-off plan。
Between 1 september and 30 november 2016, the shanghai commission for the protection of the rights of the child received eight consumer complaints of spontaneous combustion of iphone phones in normal use or normal charging。
Case vii: mr. Consumer charter indicated that the iphone6 phone purchased in november 2014 was suddenly smoked when it was on standby on 30 september 2016。
Case viii: according to ms. Chen, an iphone6s plus phone was purchased in march 2015. On 31 august 2016, the mobile phone was self-fired, causing its screen to break and its shell and battery to black out. Post-apple replaced the same cell phone for it, but did not inform ms. Chen of the specific reasons for the self-burning explosion。
In addition, since the beginning of the year, consumer apple accounts have been frequently stolen and apple has been slow to assist in unlocking the locks, resulting in a concentration of complaints. Between january and november 2016, the shanghai commission for the protection of the rights of persons with disabilities received 1,070 complaints。
The board called for apple to be trusted with real action
Recently, the china consumers ' association has sent two public letters to the apple company iphone on the abnormal shutdown of mobile phones. The shanghai city commission also interviewed apple corporation several times in november on issues such as the abnormal shutdown of the iphone phone. Despite the publication by apple of the iphone6s accidental shut-off plan, the causes of the high number of iphone6, iphone6 plus and iphone6s phone failures outside september-october 2015 and numerous consumer complaints remain to be resolved. In this regard, the shanghai city commission for the protection of the rights and interests of consumers believes that apple, as a large multinational enterprise, should comply with the provisions of the law of the people's republic of china on the protection of consumers ' rights and interests, comply with its obligations under the law, assume its responsibilities on its own initiative, eliminate quality hazards and implement after-sales services。
One is that apple should be accountable to consumers. Consumers choose apple products based on trust in apple brands, but experience problems such as abnormal shutdowns, spontaneous combustion, theft of accounts, and a large number of consumer complaints cannot be effectively resolved. In this context, the shanghai cmw called upon apple to address all types of consumer complaints in a timely manner and to maximize the protection of consumer claims。
The second is that apple is responsible for product quality. Quality is the life of an enterprise and the foundation of a market-based approach. Apple's iphone6s accidental shut-off plan, which limits the period of production to a blurry, excludes the provision of sound after-sales services for products not covered by the scheme and relieves liability for statutory quality guarantees. Here, apple is called upon to conduct a thorough technical inventory of all cell phone models in which problems arise, to identify the causes and to publish the overall solution。
Third, apple should be responsible to the enterprise itself. Apple, with its excellent product experience, has dominated china and even the global market. When a problem arises, it is more a matter of taking responsibility, settling disputes properly and gaining public respect. Here, apple is called upon to design simple and humanized post-sales service processes, remove barriers to post-sales service and ensure that post-sales measures “fall on the ground”, in exchange for practical action to regain consumer confidence。
The shanghai city consumers ' protection commission will work with the chinese consumer association and all sectors of society to address the problem of the abnormal shutdown of apple mobile phones and to safeguard the legitimate rights and interests of consumers。
