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March 20, 2013

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Quality watchdog slams 'arrogant' Apple

SYSTEM malfunction and blank screens were among the major complaints by smartphone users, a survey by the city's quality watchdog revealed yesterday.

More than 45 percent of smartphone glitches were related to system blowout, while blank screens, poor quality cameras, software malfunctions and long standby time were among the major irritants noted.

The survey polled 9,571 respondents in the city and covered 15 brands.

Nokia topped as the most satisfying brand, followed by Apple and HTC, the survey found.

In terms of quality, Apple topped the list, but ranked No.5 for after-sales service. Motorola was voted best for its after-sales service.

Apple Inc's staff members did not turn up at yesterday press conference. Officials with the Shanghai Quality and Technical Supervision Bureau slammed Apple's attitude as arrogant.

The bureau sent two letters to Apple, asking its representatives to attend the conference and address the complaints of its users, but both the letters were returned.

The bureau faxed the documents but Apple ignored them as well.

"We have never encountered such a situation, as companies are usually very cooperative and actively communicating with us," said a bureau official surnamed Chen.

The survey found that most users of smartphones were unhappy by the way producers and retailers handled their complaints.

In one case, a consumer, Hu Chuandong, sent his Lenovo cellphone which had problems with its receiver for repairs, but he got it back without the problem being corrected.

Hu said he was treated roughly and complained to Lenovo's after-sales service.

Another consumer, surnamed Zhou, said his LG cellphone had quality problems such as a slow response, poor signals and a substandard camera.


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