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遭窃iPhone可轻松换新机 苹果维修政策受质疑
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Topic: 遭窃iPhone可轻松换新机 苹果维修政策受质疑 (Read 502 times)
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遭窃iPhone可轻松换新机 苹果维修政策受质疑
April 13, 2015, 09:34:44 PM
#1
近日,多位用户向本报投诉,自己之前被盗的手机在送修人没有提供任何“三包证明”的情况下,在苹果官方指定授权维修店里换了新机。投诉用户称,手机被盗后向警方报案,也向苹果客服进行了被盗登记,但这都无法阻止被盗手机被他人更换成新机。
被盗手机异地被换修
今年1月3日,李女士新买的iPhone 6 Plus在西安不慎被盗,其随即拨打派出所电话报案,并于第二天致电苹果客服进行了登记。“客服做了登记,也给了我案例编号,并称已备案的手机去苹果授权的售后店将不予维修。”丢手机的日子里,李女士基本上每天都会上苹果官网查看手机的状态,“刚开始没有什么情况,但到1月28日,显示手机正在送修中。”李女士告诉记者。
在苹果官网上,李女士无法看到手机的维修地点。后来,李女士按照朋友推荐的方法,让警方发了封协查函给苹果公司法务部,这才得知被盗手机的维修地点。“法务部的人给我发了手机的换机地址、换机后的新手机序列号、送修人的电话等信息。”李女士发现,送修人的电话根本打不通(空号),且其所预留的邮箱以00开头,“邮箱也是假的,163邮箱不会是这种开头。”
换机的地址为湖南省浏阳市金沙北路187-189号门面(苹果授权服务商华誉维诚浏阳店)。“三包凭证等都在我这边,送修人怎么可以换得新机?”对此,李女士很是疑惑。她找到这家维修店的电话拨了过去,“他们承认手机是在这家店换机的,但并不认为有责任,只说符合正常换修流程,并称依据法律,没有三包也可以换修。”
《IT时报》记者通过网上查询,得知该店确为苹果官方授权的维修店。4月8日,记者致电该店,工作人员称法律并无强制规定一定要有三包凭证才能在苹果官方授权店享受维修服务,并称其做法是符合规定的。随后,该工作人员便以工作忙为由,拒绝回答记者提出的其他问题。
记者了解到,国内手机三包条例中规定,消费者丢失发货票和三包凭证,且不能提供发货票底联或者发货票(底联)复印件等有效证据,但依照主机机身号(IMEI串号)显示的出厂日期推算仍在三包有效期内的,应当以出厂日期后第90日为三包有效期的起始日期,销售者、修理者、生产者应当按照规定负责免费修理。
对此,李女士认为:“即使维修凭证丢失,售后维修店应做出进一步的审核。手机空号、邮箱不存在,这显然是不负责任的。”
用户呼吁苹果重视问题
李女士的遭遇并非个案。在查找QQ群时,记者输入“找回iPhone”关键字,出现了数百个QQ群。李女士告诉记者,在找手机的过程中,她加了有关iPhone 丢失的群,群里有四五百名手机被换机的用户。“在各个苹果维修店换机的用户都有,百华悦邦、天音科技、京邮普泰、华誉维诚等各大苹果授权维修店。”李女士自己也组建维权群,将在华誉换机的用户集结起来,“人多力量大。”李女士告诉记者。目前这个群已经有20余位丢失手机并被换机的用户。
通过统计,记者发现这20余个案例所涉及到的换机地点比较集中,多为广东、湖南等地。其中,在广东的一家华誉维诚维修店,有四个人的手机均在此处被换机,换机时间较为集中,均为去年年底或今年年初。“被换机人数众多,但真正找回的人很少。”群里一位苹果手机被换机的用户告诉记者,“20多人里只有一位手机成功扣机,并找回。”
令用户不解的是,为何换机如此容易,自己去苹果售后店查询被换机后的新序列号却是不易。“之前去西安的售后店想查询被换机后的新序列号时,工作人员非得让你拿出三包卡,并进行扫描。”李女士告诉记者,“想要换机并不轻松,但为什么还是有这么多换机‘漂白’的案例?”
在21CN聚投诉平台,有不少消费者关于“被盗手机遭洗白”的投诉,至记者截稿,该平台已有82例投诉案例。该平台给苹果中国的媒体联络箱发去邮件,转达了中国用户的投诉,但在3月20日,苹果方面回复称其并无过错。对此,一名投诉用户告诉记者,被盗手机换机的人数这么多,“苹果公司该引起重视。”
苹果此类问题由来已久,上海泛洋律师事务所律师刘春泉认为,如果能证实苹果在用户挂失后仍进行了换机操作,那苹果得赔付用户一台新机,同时也可以打苹果客服电话投诉,或向消协投诉。
刘春泉提醒消费者,在进行类似维权行动时,一定要注意保存证据,比如通话的录音、电子邮件等。
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遭窃iPhone可轻松换新机 苹果维修政策受质疑
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