蘋果致歉：Tim Cook蘋果官網(wǎng)致歉信雙語全文

【資料圖】

Dear Chinese consumers:致尊敬的中國消費(fèi)者：

Over the past two weeks we have been receiving lot of feedback about Apple’s repair and warranty policy in China. We have thought deeply about those points of view and together with the relevant government departments carefully studied our “Three Guarantees” policy. We have also reviewed how we communicate about our maintenance policy and checked our management of our Apple authorized service providers. We are aware that a lack of communication during this process has led to the perception that Apple is arrogant and doesn’t care or attach enough importance to consumer feedback. We express our sincere apologies for any concerns or misunderstandings this gave consumers.在過去的兩周里，我們收到了許多關(guān)于Apple在中國維修和保修政策的反饋。我們不僅對這些意見進(jìn)行了深刻的反思，與相關(guān)部門一起仔細(xì)研究了 “三包” 規(guī)定，還審視了我們維修政策的溝通方式，并梳理了我們對Apple授權(quán)服務(wù)提供商的管理規(guī)范。我們意識到，由于在此過程中對外溝通不足而導(dǎo)致外界認(rèn)為Apple態(tài)度傲慢，不在意或不重視消費(fèi)者的反饋。對于由此給消費(fèi)者帶來的任何顧慮或誤會，我們表示誠摯的歉意。

In order to further improve our level of service, we are implementing the following four major adjustments:為了進(jìn)一步提高服務(wù)水平，我們正在實(shí)施以下四項(xiàng)重大調(diào)整：

[We will] improve the repair policy for the iPhone 4 and iPhone 4S.改進(jìn)iPhone 4和iPhone 4S維修政策

[We will] provide a concise and clear repair and warranty policy statement on Apple’s official website.在Apple官方網(wǎng)站上提供簡潔清晰的維修和保修政策說明

[We will] increase the supervision and training given to Apple’s authorized service providers.加大力度監(jiān)督和培訓(xùn)Apple授權(quán)服務(wù)提供商

[We will] make sure that consumers can easily contact Apple for feedback on our service and other related issues.確保消費(fèi)者能夠便捷地聯(lián)系A(chǔ)pple以反饋服務(wù)的相關(guān)問題

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.同時(shí)我們也意識到，關(guān)于在華運(yùn)營和溝通還有許多需要我們學(xué)習(xí)的地方。在此，我們向大家保證，Apple對于中國的承諾和熱情與其他國家別無二致。為消費(fèi)者帶來最佳用戶體驗(yàn)及滿意的服務(wù)是我們的理想，更是我們的承諾，它已深深植根于Apple的公司文化之中。我們會不懈努力，以實(shí)現(xiàn)這一目標(biāo)。

Now, all consumers can see on our site clear and comprehensive maintenance and warranty policy terms and conditions.現(xiàn)在，所有消費(fèi)者都可以在我們的網(wǎng)站上看到清晰而全面的維修和保修政策條款。

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.我們很樂意向希望進(jìn)一步了解售后服務(wù)的消費(fèi)者提供信息。例如，我們一直為 MacBook Air 和其他 Mac 電腦的主板和其他主要部件提供 2 年保修期。同樣地，iPad 主要部件一直享有 2 年保修期，其他部件享有 1 年保修期。

We realize that our site before this is not clearly stated policy. Hope the following will answer all the questions about Apple provides services.我們意識到，我們的網(wǎng)站在此之前沒有清晰地闡明這些政策。希望以下內(nèi)容能夠解答有關(guān)Apple所提供服務(wù)的一切疑問。

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.Apple正在做出更大的努力，以確保Apple授權(quán)服務(wù)提供商遵循我們的政策，并盡力為消費(fèi)者提供最高品質(zhì)的服務(wù)。

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.自2013年3月18日起一周內(nèi)，我們給中國的所有Apple授權(quán)服務(wù)提供商下發(fā)了新的培訓(xùn)材料，以確保每個(gè)為Apple產(chǎn)品提供服務(wù)的相關(guān)人員不僅熟知我們的政策，也掌握 “三包” 規(guī)定及相關(guān)政策。同時(shí)，我們已主動(dòng)通過面對面會談等形式，核實(shí)并確保每個(gè)Apple授權(quán)服務(wù)提供商都已開設(shè)了培訓(xùn)課程，更新了員工對于維修和保修政策的知識。我們將不懈努力，持續(xù)監(jiān)督Apple授權(quán)服務(wù)提供商的表現(xiàn)，以確保消費(fèi)者能得到最高品質(zhì)的服務(wù)。

Now, the feedback service-related issues is also very convenient.現(xiàn)在，反饋服務(wù)的相關(guān)問題也非常便捷。

As the consumers of the services provided by any Apple Store retail store or an Apple authorized service provider doubt, to Welcome 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.如消費(fèi)者對任何AppleStore 零售店或Apple授權(quán)服務(wù)提供商所提供的服務(wù)有疑問，歡迎訪問 直接與我們?nèi)〉寐?lián)系。我們的目標(biāo)是，無論消費(fèi)者從哪里購買到Apple產(chǎn)品或接受服務(wù)，都能享受到世界一流的用戶體驗(yàn)。

We give our heartfelt thank you to everyone for giving us valuable feedback. We always bear immense respect for China and the Chinese consumer is always our top priority.衷心感謝大家給予我們的寶貴反饋，我們始終對中國懷有無比的敬意，中國的消費(fèi)者始終是我們心中的重中之重。

Tim Cook蒂姆-庫克
Apple CEO蘋果首席行政官