推荐人 : 大个榴莲 2015-03-02 14:13

下面是一位网友遭遇海淘产品破损后,成功和美亚沟通并要回损失的典型案例,如果你也是此类用户,好好学习下,如何保障自己的权益。

原文如下:

12月中旬,美国亚马逊上新秀丽737行李箱打折,(新秀丽737商品链接)我和同事一人买了一个,昨天到货了,我的完好无损,同事的包裹很奇葩,外包装完好,里面的箱子竟然有个大口子,仔细一看,不像是外力压坏的,而且ABS那是相当结实啊,后来高人指点,为刀伤。

美亚物品损坏,联系客服维权成功,附教程攻略

我这个郁闷,因为是我帮忙买的,只好帮人帮到底,过程很曲折。

共联系亚马逊客服四次,(联系客服教程在这里)第一次,只说给部分退款,很少一部分,要不就邮回来,自己出国际运费,作罢,第二次,客服不错,了解情况后,同意支付国际退货运费,但只给打了个美国国内的free label,说邮出后给退,第三次,由于前两次的经历,更有底了,便与客服画弧,想直接fully refund,因为邮寄个28英寸的大箱子,运费要1000多,实在怕麻烦,此次沟通未果,第四次,夜深人静,思路清晰,又开始和客服大战,套路更熟练了,经请示后,终于同意fully refund,不用邮回去了,而后,又交涉起了无果的转运费,我就知道没结果的,最后也没成功。

给我的启示就是,维权一定要耐心,再耐心,一个客服不行换下一个,据理力争,说关键点,靠事实打动客服,来达到你的目的。唯一可惜的就是,转运费400多浪费了,心里总觉得对不起同事,不过还好,得了一个带口子的箱子,算是补偿吧 呵呵。

下面是最后一次的沟通记录,亲们可以参考一下。蓝色为小编特别备注,是我们这位英文很好的女网友说的话。

You are now connected to Sasi Kumar from Amazon.com
Me:Need help for international return funds
Sasi Kumar:Hi, Yudao.
This is Sasi from Amazon.com
Me:Hi,Sasi.
I just applied for a return earlier.
Sasi Kumar:May I have the order number, please?
Me:112-1273964-8386643
Sasi Kumar:Thanks for providing the order number.
May I know from where you are returning the item, please?
Me:one representative told me that Amazon will cover all the international return shipping cost.
But I contacted local post in China, the shipping cost is almost 240 Us Dollar.
Sasi Kumar:Yes, Yudao. Once you returned the item using an economical airmail you'll need to contact us with the tracking number so that we'll refund the return shipping charges as well.
Me:240 Dollar is much more than the cost of the Luggage.
I thought It was a huge waste of shipping cost.
Twice more than orginal price of the Luggage.
Sasi Kumar:May I know the reason for returning the item, please?
Me:The outside package is intact,but the Luggage is broken.
Sasi Kumar:Have you checked with any other economical airmail to return the item in cheapest cost?
Me:I guess It was broken when shipping from the warehouse due to careless of packing staff.
The cheapest is also eaual to 200 Dollar.
I just wonder can I get a replacement item with on return cause the shipping cost is too high.
Simply send me a new one is a better choice for now.
If you guys need pics to verify,I can provide.
Sasi Kumar:I'm sorry, the item is not available right now. So, can I help you with a partial refund? You don't need to return the item to us.
Me:Partial refund can't solve the problem.
We're sorry, but your last message may not have been sent.
Me:I can't use a Luggage with hole.lol.
Partial refund can't solve the problem.
Sasi Kumar:Let me check what best I can do for you, please be on hold for 1-2 minutes.
Me:Thx.
I wanna a fully refund of the item and a refund of shipping cost from US to China.
Sasi Kumar:Thanks for waiting, Yudao.
Me:I am with you.
Sasi Kumar:I've checked with my supervisor and he has asked to issue a refund for the item as an exception to our policy.
Me:Is that a full refund?
Sasi Kumar:I've requested a refund of $107.96 to your MasterCard. You'll see the refund in the next 2-3 business days.
Me:Ok.How about the shipping cost from US to China?
About 75 Dollars.
It was wasted on delivering the item.
Sasi Kumar:I'm sorry, we're unable to issue a refund for the return shipping.
Me:But I got nothing after paying the shipping.
Amazon need to give a response for that.
Sasi Kumar:I'm really sorry about that.
Me:And it was not my fault.
I am very disappointed with that.
Sasi Kumar:We're only able to issue a refund to the item cost as the shipping address used for the order is within the US.
Me:I have read the policy,but still need to pay for the shipping.
Sasi Kumar:I'm sorry, we're unable to offer refund for shipping the item from the US to China,.
Me:Got that.Has the refund to my master card done?
Sasi Kumar:Yes.
Me:No need to return the Luggage?
Sasi Kumar:Yes, you don't need to return the Luggage to us.
Please let me know if you have any other questions?
Me:That's all.Thank you Sasi.
Sasi Kumar:You're welcome!
Me:Really good staff..
Sasi Kumar:Thanks for your patience and understanding.
Thanks for contacting Amazon.com. Have a great day!
Bye!!
Me:BYE!

上一篇:   如何联系美亚客服?
上一篇:   海淘靠谱吗?

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