Apple apologises to China

"We recognize that some people may have viewed our lack of communication as arrogant".

After a two week long attack from China's media and regulators, Apple CEO Tim Cook has issued this apology to Chinese customers. He had little choice - China is Apple's second largest market after the US (making up 16 per cent of Apple's sales in 2012), and the attacks showed no sign of slowing.

Here's China Daily on Sunday:

The China Consumer's Association (CCA) has asked Apple Inc. to 'sincerely apologize to Chinese consumers' and 'thoroughly correct its problems,' after the US firm took little action to address waves of criticism. The CCA said that, in 2012, it twice urged Apple to properly handle the complaints but only received halfhearted replies, with the real problems unsolved.

And here's the People's Daily on Monday:

It remains to be seen whether this global tech giant will be pressurized to respond to the complaints, as China market becomes an ever-bigger part of its global operation.

On Tuesday, Apple gave in. Here are some extracts from the apology:

To our valued customers in China: In the past two weeks, we have received a significant amount of feedback about our repair and warranty practices in China. We have thoughtfully considered the feedback, carefully reviewed the return, repair and replacement policies with regulators, and examined how we communicate our hardware warranties as well as manage our service provider compliance. In the process of studying the issues, we recognize that some people may have viewed our lack of communication as arrogant, or as a sign that we didn't care about or value their feedback. We sincerely apologize to our customers for any concern or confusion we may have caused.

If a customer's iPhone cannot be repaired quickly by replacing a component, then Apple provides a repair subassembly, consisting of all-new parts attached to the back of the customer's existing iPhone 4 or 4S. However, it has been suggested that since the repair subassembly is nearly a full replacement, it would be better for our customers to receive a replacement unit instead. So, starting this month, Apple will upgrade our iPhone 4 and 4S service kits to full replacement units with all-new parts and a new one-year warranty starting from the date of replacement.

Customer satisfaction, which is our most important measure of success, has been exceptionally high for these repairs -- almost 90 percent on average.

It's clear this is mostly political - Apple's new repair and warranty policies in China will actually now be better than the US version.  As the Economist noted "It is not unusual for foreign companies to come under occasional attack in China. Sometimes, this is well deserved—as when, last year, KFC was exposed for supply-chain lapses that led chickens of dubious quality to be served in its restaurants. But the CCTV exposé, which discussed warranty-repair policies, did not find anything remotely as rotten at the core of Apple’s China business."

An Apple logo in Beijing. Photograph: Getty Images
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How the Lib Dems learned to love all-women shortlists

Yes, the sitting Lib Dem MPs are mostly white, middle-aged middle class men. But the party's not taking any chances. 

I can’t tell you who’ll be the Lib Dem candidate in Southport on 8 June, but I do know one thing about them. As they’re replacing a sitting Lib Dem (John Pugh is retiring) - they’ll be female.

The same is true in many of our top 20 target seats, including places like Lewes (Kelly-Marie Blundell), Yeovil (Daisy Benson), Thornbury and Yate (Clare Young), and Sutton and Cheam (Amna Ahmad). There was air punching in Lib Dem offices all over the country on Tuesday when it was announced Jo Swinson was standing again in East Dunbartonshire.

And while every current Lib Dem constituency MP will get showered with love and attention in the campaign, one will get rather more attention than most - it’s no coincidence that Tim Farron’s first stop of the campaign was in Richmond Park, standing side by side with Sarah Olney.

How so?

Because the party membership took a long look at itself after the 2015 election - and a rather longer look at the eight white, middle-aged middle class men (sorry chaps) who now formed the Parliamentary party and said - "we’ve really got to sort this out".

And so after decades of prevarication, we put a policy in place to deliberately increase the diversity of candidates.

Quietly, over the last two years, the Liberal Democrats have been putting candidates into place in key target constituencies . There were more than 300 in total before this week’s general election call, and many of them have been there for a year or more. And they’ve been selected under new procedures adopted at Lib Dem Spring Conference in 2016, designed to deliberately promote the diversity of candidates in winnable seats

This includes mandating all-women shortlists when selecting candidates who are replacing sitting MPs, similar rules in our strongest electoral regions. In our top 10 per cent of constituencies, there is a requirement that at least two candidates are shortlisted from underrepresented groups on every list. We became the first party to reserve spaces on the shortlists of winnable seats for underrepresented candidates including women, BAME, LGBT+ and disabled candidates

It’s not going to be perfect - the hugely welcome return of Lib Dem grandees like Vince Cable, Ed Davey and Julian Huppert to their old stomping grounds will strengthen the party but not our gender imbalance. But excluding those former MPs coming back to the fray, every top 20 target constituency bar one has to date selected a female candidate.

Equality (together with liberty and community) is one of the three key values framed in the preamble to the Lib Dem constitution. It’s a relief that after this election, the Liberal Democratic party in the Commons will reflect that aspiration rather better than it has done in the past.

Richard Morris blogs at A View From Ham Common, which was named Best New Blog at the 2011 Lib Dem Conference

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