與Apple客服的退費過程

[DrewLee]

前天，Apple Store大特價，
EA的遊戲和Gameloft的遊戲一堆都0.99鎂，
失心瘋的開始狂買...XDD
買到iPad的肚肚都塞滿了...

其中，我買了一款遊戲「MONOPOLY for iPad (World)"」，
也就是大家熟知的大富翁，想說有中文化，那麼棒的遊戲當然要下載下來全家同樂，
但，當我購買完畢，安裝完之後，
發現執行怎麼會是英文版的？
我剛抓了一堆Gameloft的遊戲，
執行也都是中文（簡中）的啊？

回去看一下敘述，咦？沒錯啊，的確有寫Chinese，
後來被同事指點之後，才知道必須要把語系改為「簡體中文」，
執行程式後才會是中文字...
這樣我就必須要在簡體中文的環境下操作iPad，
說真的，很不習慣，雖然真的很想玩，
想想還是退掉好了，於是，雖然自己的英文很爛，
還是寫信給Apple客服表明了情況，希望能夠退費，
信件的原文是這樣的：

.....
....
...

寫的太爛了，還是不要丟人現眼...

於是乎，今天收到了客服的來信，寫著：

Dear Drew,

Kimber here from the iTunes Store customer support team. I'm sorry to hear that the application you recently purchased is not functioning as expected and you have to change the language each time you play it. When it comes to your money, I can certainly appreciate how important it is to feel that you are treated fairly, and I would be more than happy to help you out with this today.

The order containing "MONOPOLY for iPad (World)" is currently processing. I am happy to report that I have initiated a refund for the purchase. I would like you to keep in mind that the refund will not process until payment has been received by iTunes. We recommend that you monitor the order to ensure that the purchase is processed successfully by your financial institution.

*Subsequently, the refund of $0.99 will appear five to seven business days after the order has processed. If the payment or refund does not appear on your MasterCard statement, you can respond to this correspondence and we will gladly investigate this matter further for you.

Drew, I also want to mention that the developer of this third-party app is the best resource for information about MONOPOLY for iPad (World). Therefore, I recommend you contact Electronic Arts Nederland B.V directly. Please visit:

http://support.eamobile.com

It was a pleasure to assist you with this today, Drew. It's important to me that your issue is resolved to your satisfaction. If there is anything else I can do for you in regards to this issue, please don't hesitate to reply. I'm available until 4:30 PM (EST). If you reply directly to this email, your response will come straight to me. Have a great day!

Sincerely,

Kimber
iTunes Store Customer Support

或許大家覺得這封信沒什麼，不就是制式的客服說法，
但是不知道為什麼，看完這封信之後，
讓我有一種『啊，我好高興能夠幫你退費』的感覺？
（不是說他們很喜歡退費的意思，但就是讓你覺得他們發現了你的問題->能夠感同身受->進而協助處理）

更甚者，甚至告訴你『你給我們的意見真的很重要，希望你可以直接和遊戲開發商（EA）聯繫，讓他們知道他們有這樣的問題存在』

發現了嗎？他們不僅僅是在幫你解決『你自己的問題』，更是去解決了『最根本的問題』，
『我自己的問題』：就是不符合正常遊戲方式，需要退費
『最根本的問題』：這個遊戲並非在簡體、繁體中文均通用（即使遊戲內容是簡體字）

當然，當下我也寫信給EA Mobile，也順帶回覆Kimber，告訴他我很滿意他的服務，
而且也希望他繼續加油，接著，又收到一封他的回信：

Hi Drew,

You're quite welcome - my pleasure! Nothing makes us happier than to hear that we have helped our customers. I'm glad I could help out with the refund and that you will be able to contact the developer.

I wish you the best and hope that you will continue to enjoy shopping the iTunes Store in the future. Have a great weekend, Drew!

哇喔，這次用Hi開頭耶，一整個就是有聊開的感覺？XDD
從頭到尾，他們一直在強調『能夠為顧客解決他們的問題是非常榮幸且開心的』

我不知道看這這篇文章的各位，能夠感受到嗎？

真的，有機會一定要去學學Apple怎麼作客服的，
希望台灣所有公司的客服，都能夠把自己當作是『出了事情的使用者』這樣的心情，
來處理所有客戶，那我相信台灣的消費者....

一定會更囂張！（啥啦XDD

[cancelpc]

不過建議你以後不要買 EA, Gameloft 號稱有支援中文的遊戲，
都是簡體的（大概外國含日本等公司所謂的中文，都指簡體，除非特別註明）。
所以不用再試。

[JackChen11]

總覺得樓主一竿子打翻一傳人，
台灣一拖拉庫客服非常有禮貌，
自己看看是否哥那個有禮貌+有EQ，
多幫自己人家加油吧-.-

[Marty6891]

前天，Apple Store大特價，

真的，有機會一定要去學學Apple怎麼作客服的，
希望台灣所有公司的客服，都能夠把自己當作是『出了事情的使用者』這樣的心情，
來處理所有客戶，那我相信台灣的消費者....

一定會更囂張！（啥啦XDD

會不是它是印度人呀..^^

[DrewLee]

不過建議你以後不要買 EA, Gameloft 號稱有支援中文的遊戲，
都是簡體的（大概外國含日本等公司所謂的中文，都指簡體，除非特別註明）。
所以不用再試。

這個我知道！
嚴格來說，我並沒有特別在意一定要是繁中or簡中，
但至少讓我「不需要切換語系」就可以看到才重要，
像Gameloft的遊戲，即使我現在IOS是繁中的，他遊戲也會自動判斷，
變成簡中輸出！

總覺得樓主一竿子打翻一傳人，
台灣一拖拉庫客服非常有禮貌，
自己看看是否哥那個有禮貌+有EQ，
多幫自己人家加油吧-.-

言重了！這篇文章只是一個期許罷了，
並沒有要批判台灣客服如何，我相信，有好客服，也有爛客服；
有好警察也有壞警察，就算是蘋果客服，
搞不好都有那種不想幫客戶處理的呢！

所以，很單純的只是將這次的事件分享給各位，
如果在台灣遇到服務貼心的服務業，我也一定會毫不吝嗇的給予鼓勵的！

至於那個是否哥...... 我只能說麥當當主管的EQ超高！
是否哥你是在亂什麼的啦....

[antigone]

抱歉自自己刪文。

[ycu84452]

請問一下 我也這樣的去問了 可是看不太懂音文就是了 大概就是說 要我跟XXX廠商聯絡 然後捨麼捨麼的... 信用卡 我有點看不懂... 也不太確定是否有真的退費 因為他好像顯示說 這筆帳 已寄在信用卡帳單裡 有哪位大大能幫我翻譯一下呢?Hello Shen,

Greetings from iTunes Store Support. My name is LaKesha and I have been lucky enough to receive your email! I hope you are having a great day. I understand that you are concerned about the purchase of " iStunt 2 HD - Snowboard" not being as good as described. Having had a similar experience before, I can certainly appreciate your concern. I will be more than happy to help you resolve this issue to your satisfaction.

Shen, in three to five business days, a credit of $2.99 should be posted to the credit card that appears on the receipt for that purchase. Please note that all iTunes Store sales are final, so this is an exception that I cannot promise will be granted again.

I want to make sure that your iTunes experience is the best it can be. If you have any further questions regarding this issue Shen, please reply to this email and I will assist you with this issue to the best of my ability. Take care and enjoy your day.

後面繼續
I wanted to send a quick note to see if you are still experiencing any difficulties with the iTunes Store. Resolving your issue is important to me, so please don't hesitate to reply if you need any further assistance.

Sincerely,

就這樣 有哪位好心的大大能幫個忙... 謝謝

[kuanwei]

Shen, in three to five business days, a credit of $2.99 should be posted to the credit card that appears on the receipt for that purchase. Please note that all iTunes Store sales are final, so this is an exception that I cannot promise will be granted again.

重點只有這一段，五到十天內$2.99會退到你的信用卡上，這次退費是特例，他無法保證以後也可以退費。

其實英文不好的話，你可以試試寫中文，Apple應該也有中文客服吧?

[ycu84452]

重點只有這一段，五到十天內$2.99會退到你的信用卡上，這次退費是特例，他無法保證以後也可以退費。

其實英文不好的話，你可以試試寫中文，Apple應該也有中文客服吧?

我大概知道她在說捨麼 但是不確定的是 他說 這是特例
那我們說的七天鑑賞期? 還是說以前的30幾天呢? 不是說可以退費嗎 為捨麼這次剛好是破例?

[kuanwei]

我大概知道她在說捨麼 但是不確定的是 他說 這是特例
那我們說的七天鑑賞期? 還是說以前的30幾天呢? 不是說可以退費嗎 為捨麼這次剛好是破例?

我不認為Apple的客服會知道台灣有這個特別的條例，

如果要爭取的話也許應該把該規定抓圖寄給他們吧。