According to the People’s Daily, the precious exposed after-sales service issues has aroused widespread concern, a recent investigation showed that, over half of respondents who had approached the after-sales service were dissatisfied, and nearly eighty percent of the public believed the differentiated after-sales service received by the Chinese customers was Apple’s discrimination against Chinese consumers.
Experts said that the protection of consumer rights should be further improved in the legal system, and at the same time rational consumption should be promoted.
Recently, the online forum of the People’s Daily held a joint survey with the MeiLanDe Information Company to investigate service satisfaction of the Apple products among the general public in the urban areas of the country.
The survey results showed that 54.3% of the respondents expressed concern about the recent media reports of Apple’s after sale service issues, while 52.0% of the respondents said they were aware of unfair and unreasonable treatments received by the Chinese customers in mainland of China. Nearly 80% of the public believed that the Apple sales policy was discriminatory.
According to the source, the survey was conducted in 28 cities including Beijing, Shanghai, Chongqing, Chengdu, Kunming, Shenyang, Harbin and other start using CATI (computer-assisted telephone survey). The survey was targeting the residents in an urban area who are older than 18, the total number of valid samples was 2,824.
The data show that 44.1% of the respondents or their families had used Apple products. Among the non-Apple product users, nearly 70% of them considered the high pricing as the main reason for their not buying the Apple’s product and in addition 30% of the non-Apple users refused to buy Apple products after knowing the much discriminatory after-sale service received by the consumers in mainland of China.
According to the survey, 78.1 percent of the public believed that Apple’s after-sales service used a double standard which was a discrimination against the Chinese consumers, only 15.4% of people said that such practices “can be understood, after-sales service requirements in different nations are not the same”. In terms of brand recognition, with an understanding of a double standard on Apple’s after-sales service, 59.9% of respondents said that the degree of recognition of the Apple brand declined.