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Jul 30, 2007 10:41 am US/Eastern
CPB: iPhone Too Expensive To Fix
NEW YORK (CBS) ―
Despite being the newest member to the cell phone industry, and regarded as the most technologically impressive amongst its competitors, the new iPhone from Apple is still a cell phone that's expensive to fix.
According to The New York State Consumer Protection Board, The Apple Corp. should revamp its customer service policies to make it easier and more affordable for consumers to repair an iPhone.
"A high-end cell phone shouldn't have to have low-end customer service," said CPB Chairperson and Executive Director Mindy A. Bockstein. In a letter to Apple CEO Steve Jobs, Bockstein addressed the major complaints voiced by frustrated consumers. "Consumers should not have to pay a $79 fee to replace the battery in an iPhone." One solution she proposed would be a redesign to allow a consumer to replace the battery instead of having to send away for a new power supply.
The CPB is also objecting to the $29 fee that is charged for a temporary replacement phone. The CPB suggested Apple drop the 10 percent restocking fee charged when someone returns an iPhone. "Finally we ask that Apple review its practices in disclosing contract terms and conditions, warranties and return policies," said Bockstein. In Apple stores and online, these disclosures should be more prominent and conspicuously displayed.
Making these subtle yet important changes will make the iPhone experience a complete package, an easy product to use and an easier product to fix.
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