After the downswing, Apple's mobile phone was caught in a storm. A large-scale 'stolen door' incident is taking place.
Recently, many mobile phone users across the country have reported that their Apple mobile phones have experienced abnormal payments, ranging from a few hundred yuan to tens of thousands of dollars. The stolen money is a secret payment, covering a wide range.
However, the "Securities Daily" reporter learned that for the issue of compensation, Apple has two attitudes and treatment methods, some users of stolen money was returned, while another part of the user's application for stolen brush was rejected.
An Apple user told reporters that his account was stolen. He called Apple's customer service phone without interruption. After several communications, under the tough request, Apple finally promised a refund. Most of the applications were rejected. For the reason for the refund or not, Apple gave a 'system judgment', but it is not clear.
For the reason why there is a stolen brush, Apple has not yet given an explanation.
Apple ID is stolen
The victims have reached thousands of people
Recently, many users of Apple's mobile phones reported that their Apple ID was suddenly stolen and the highest loss reached 10,000 yuan. In this regard, Apple said that it has already understood the relevant situation and after reviewing the problems reflected by customers. Will give the corresponding processing results.
One user said that his Apple account was stolen for a game app consumption, I did not know, Apple customer service refused to refund, can not find the reason, can not complain ... more people are suffering.
According to industry data companies, according to incomplete statistics, the number of victims of Apple’s stolen brushing incident has reached thousands. On the Internet, Apple ID refunds, Apple’s mobile phone theft, and a series of WeChat and QQ groups have been established. The group members discussed the heat and deliberately defended their rights.
It is reported that most of the users who have been stolen are set up for secret payment, and there is no limit on the frequency and amount of confidential payment. When the stolen computer is used, the Apple account is inexplicably logged in on other devices, and then there is intensive piracy.
Some market participants said that the emergence of the Apple account stealing phenomenon is inevitable, and there is a complete criminal chain behind it. In recent years, some people have long-term access to websites or purchases to obtain a large number of accounts, passwords, mailboxes and other information. People use this information to "crash the library" to get the correct Apple account ID and password; others use Apple's secret-free payment function, buy a lot of game equipment, and sell these items.
At present, the number of users who have been stolen is still expanding. Apple said it will conduct an investigation, but did not give a positive response to the specific reasons for 'burglary brushing'.
Regarding whether Apple is responsible for this incident, Yang Zhaoquan, a partner of Beijing Weinuo Law Firm, said: 'Theft of ID is not ruled out is a loophole in Apple’s mobile phone software. Consumers should pay close attention to Apple’s findings and urge It will find out the reasons as soon as possible and further strengthen the security of the software system. If there is a loophole in the mobile phone software, Apple should bear the responsibility of responding. As an APP Store service provider, Apple has the obligation to protect the security of its services. Apple If the company fails to fulfill the safety guarantee and the obligation of safety instructions, it should bear the responsibility. Apple users can also protect their rights and interests according to the Civil Law, the Consumer Rights Protection Law and other laws and regulations.
Sun Yanxi, dean of the First Mobile Phone Research Institute, said: 'Mobile phone deductions, malicious program attacks, etc., have occurred in the era when text messages were frequently used by users. Nowadays, the problems encountered by Apple users may be mobile phones. The system was attacked, Apple did not hold the 'door', it must be responsible. Under the constant upgrade of the smartphone, the mobile phone is tied to the payment platform, and new game rules are evolved, and new definition of responsibility has emerged. How does the program enter the mobile phone? In which link, there is a flaw. This is what Apple needs to investigate. Today, Apple’s responsibility is defined by other issues, or in the future, the mobile phone industry will form a new standard. Currently, the number of users of the Apple mobile operating system. Huge. In the accident to investigate the reasons and define the responsibility, this is also the unshirkable responsibility of the industry leader.
Different treatment methods
After-sales malpractice
In the face of Apple's 'no pay' attitude, many consumers have filed complaints with Apple and demanded claims. However, it is understood that only a small number of people have received a full refund in the communication, most of the victims The result is still 'waiting for notification' or directly rejected.
Even some people on the Internet have specially compiled the 'communication skills with Apple's customer service, precautions, etc.'. Some users have reported that Apple has come up with two different treatment methods for the payment problem: the 'nail' user with a tough attitude Refund, delay or refuse refund for ordinary users.
At present, China is still the largest market for the iPhone. Apple's mobile phone is also highly dependent on the Chinese market and has taken away most of its profits in the smartphone market. According to statistics, the Chinese market has accounted for one-third of all active iPhone markets in the world. There are 243 million iPhone users. Nowadays, Apple's after-sales drawbacks in the Chinese market are frequent, causing user dissatisfaction.
Yang Zhaoquan told the Securities Daily reporter: 'If it is because of the problem caused by Apple software, Apple should refund all the money to the victim, otherwise it may face a class action from the user. The Apple ID was also stolen. To a certain extent, it reflects Apple's after-sales problem. First, Apple is not active in solving the problem. The incident has passed a month, and it still has no solution. Secondly, Apple's dispute resolution mechanism is imperfect, many After the funds are stolen, the user does not know how to protect their rights, and they are helpless.
Since the incident, Apple has not given a clear attitude and treatment. This is a problem in the Chinese market after its sale. From its initial attitude, Apple’s official statement on the matter is 'no compensation', but When encountering a 'nail' user, it will measure the cost and digest the 'nail' user to reduce the pressure, which is very irresponsible. Chinese consumers should know how to use the legal weapons to protect their legitimate rights and interests.' Sun Yanxi believes.
'Mobile phone as a category that should be very focused on after-sales service, if there are huge loopholes in the after-sales service such as maintenance, it will inevitably lead to a decline in the overall consumption experience. At present, the main enterprises are entering the stock market, and the importance of after-sales service is more prominent. Mobile phones generally sell at a high price, and users are willing to pay for their high prices in order to enjoy the high-quality services they provide. However, Apple’s current after-sales policy in the Chinese market is significantly different from the US market, using double standards for Chinese users. The specifications have been reduced. Most of the international manufacturers in China are outsourced to third parties. Mobile phone manufacturers should choose a brand after-sales and strength professional after-sales team to cooperate, improve the distribution of benefits and quality supervision mechanism, strengthen supervision, establish a total Win the mechanism, eliminate bad partners, and ensure that the interests of consumers are not damaged. ' Industry observer Ding Shao will say.