Archive for the ‘技术’ Category

Amazon也有不靠谱的时候

Friday, December 9th, 2011

都说Amazon.com的购物体验好,根据我的实际经验,它也有严重不靠谱的地方。

1、一个email可以注册多个账号,只要密码不同即可。这点极其混乱,因为你有时候进入了自己的账户,发现Gift Card Balance和购买记录变成了0,原来Amazon用你的邮箱给你心开了一个账号。最白痴的地方在于,你选择忘记密码,Amazon给你发过来的密码重置链接,也只能进入这个新开的账号。最后的办法只能电话AMAZON客服联系口语,才能解决。

2、AMAZON的界面做得很好,但是也百密一疏。例如,进入moleskine笔记本的购买页面。

居然下面是“告诉出版商,我也要Kindle版”,这就是个空白笔记本,Kindle你个头啊。

凡事不可美化,亚马逊也不过如此而已。

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从猫买书看美国亚马逊的服务

Wednesday, December 7th, 2011

最近遇到一件事,让我对美国亚马逊再次刮目相看。我有一台亚马逊的Kindle电纸书阅读器,有一天,我在上面下载了《度度鸟之歌》的英文免费试读版,很快看完了第一章,接下来再想看就必须要买才行,Kindle阅读器出现了一个“现在购买”的提示,但我不准备买,接着去倒茶了。我一走,我家猫白菜头就跳上桌子,趴到了阅读器上,我把它轰走,也没有在意。直到第二天,我忽然发现阅读器的桌面上多了一本新书,正是《度度鸟之歌》的完整版,我非常纳闷,因为我没有打算过买这本14.99美元的贵书,那么只有一种可能:猫替我买了这本书。

抱着试试看的心情,我准备跟亚马逊协商退款。我把猫买书的事情如实相告,怕对方不相信,我还发了几张猫趴在书桌上的照片。不到12个小时,我收到了亚马逊客服的回信。信中说:“我理解你不小心买了《度度鸟之歌》并且想退款,我已经帮你申请了退款。请你从Kindle或其他阅读器上删除这本书,一旦退款完成,除非重新购买,你将无法再看这本书。”接着,这位客服又耐心地提醒我意外买书怎么办。原来按照亚马逊的售后服务条款,电子书在购买7日之内,都可以无条件退款。也就是说,其实我根本不需要写那么长的英语作文,详细描述猫买书的奇谭,只需要简单地说我买错了,申请退款,亚马逊就会答应我的请求。

我把我的经历在推特和微博上一说,立即有人提醒我,其实亚马逊的优质服务,不仅体现在图书销售方面。事实上,现在的亚马逊已经不再是一个网上书店,而是一个网络综合超市,贩卖的产品从音乐零售CD,录影带和DVD,厨房用品,体育用品,家电,食品,玩具,服装,首饰,手表,健康、母婴,美容、化妆,乐器等等应有尽有。而亚马逊在美国本土不但做到了免费送货,还做到了简易退货服务,在亚马逊买的东西,只要不满意就可以直接申请退货,UPS快递公司会直接上门来拿,并且只要UPS签收下你的退货,亚马逊就会立即把货款退还给你。

看上去亚马逊好像吃了亏,但仔细想想并没有。首先,亚马逊退货也是有严格条件的,并非任何情况都可以退。其次,退货要填申请表格,有的人懒得填写,有的人爱面子,所以最终选择退货的只有少数。根据统计,大概有30%的顾客会选择退货,这就简单了,就当商品整体打了7折,况且退回的商品大部分还可以整修后继续买。再次,电子书选择退货,经亚马逊审核通过以后,电子书会从“云端”拿掉,这样你在任何设备上都看不到这本书了。这是亚马逊Kindle购书的吊诡之处,如果你买了一本实体书,书店老板不可能偷偷潜入你的书房,把书拿回去,但是买了Kindle电子书,亚马逊其实可以从你的设备里“偷”书。我记得,亚马逊曾经因为从客户的设备里偷回奥威尔的文集,而遭到激烈的批评与投诉。不管怎么说,对于电子内容,亚马逊更有完全的控制权。再再次,有的同学问,假如有个人耍赖皮,买了在七天内看完,再选择退货,岂不一辈子可以免费看书了。这样的人或许会存在,但是毕竟太稀有太极品了,就算有千分之一吧,对于亚马逊来说,几乎相当于没有成本。况且,亚马逊跟出版商分成,是从实际收到的款项里按“你7我3”的比例分配的,亚马逊没收到钱,也不会给出版商分钱。最后,综上所述,亚马逊灵活的退货政策,就相当于打了个折扣,却赢得了很好的口碑,可以说是一笔非常划算的买卖。这正应了那句老话:从南京到北京,买的没有卖的精。

国内的电子商务发展风起云涌,当当网、亚马逊中国、京东、苏宁都在试图复制美国亚马逊的模式,但是从售后服务的角度来讲,国内的电商企业还有很长的路要走。我曾在京东买过一块2000元的电脑主板,收到之后一测试才发现规格不对,我想退货,找了半天才在它网站的角落里看到一个电话,而客服明确地说:货到付款,不能退货。我不明白为什么要歧视货到付款,难道客户不是一样付出真金白银吗?还有最近一次,在我的联系下,有一位富有爱心的企业家愿意向一所农村小学捐献5000元的书籍,我让小学老师从当当网挑了将近5000元的书,然后我通过银行转账垫付了书款,十天过去了,我想问问书到了没有,结果发现订单被这家电商网站莫名其妙地取消了,尽管书款退到了当当账户里,但还是令人不爽。我投诉客服,至今没有给出一个清楚的说法。

对比亚马逊和国内这些电商网站的服务,我发现,做电子商务最难的其实是把一件简单的事做好,让客户满意超乎预期,这样就能形成口碑传播效应,这比花钱砸广告的效果要好的多。你看美国亚马逊,在中国从来没有做过一分钱的广告,但江湖中到处都有它的传说。

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When my cat bought me a book on Amazon

Sunday, November 27th, 2011

My complaint letter to amazon.com

Dear sir:

Something sound incredible but did happen. On Nov. 22, my cat bought a book for me accidentally! The transaction number is (D01-4023066-98*********) and my Amazon id is w***********@gmail.com

I read the sample of The Song of The Dodo on my Kindle DXG and reached the last page when I walked away. At the very moment, my cat jumped to my desk and put his paws on the kindle. The next day I found that the whole book had been downloaded to my device. The purchase could not be made either by me or by my wife, as I had no intention to buy this book and no one else use my kindle under my roof. The only reasonable suspect is the cat! I know it sounds crazy but I am telling the truth.

I wonder if you could kindly refund me for this accidental purchase? I promise I will delete The Song of The Dodo from all my devices and never read the full version until I buy it voluntarily.

Thank you for your attention.

Yours Sincerely

A customer from China

Ten hours later, I got an e-mail from amazon.

The Reply from Amazon.com

Hello,

I understand that you have purchased “The Song of the Dodo” accidentally and want to refund for this order. As a goodwill gesture, I’ve requested a refund of $14.99 for “The Song of the Dodo.” If the item is still on your Kindle (or a Kindle-compatible device), please delete that copy. After the refund is issued, you will no longer be able to access this item.

Refunds are issued to the payment method used to make the original purchase and usually complete within two to three business days.

You can also cancel accidental purchases yourself for a short time after the order is placed. Simply select the “Purchased by Accident? Cancel this Order” option on the order confirmation page displayed on your Kindle. You can also sample many Kindle books for free by clicking the “Send sample now” button when shopping in the Kindle Store. We’ll send an excerpt to your Kindle wirelessly or you can also view them on any Kindle application.

I hope this helps. We look forward to seeing you again soon.

Thank you for your recent inquiry. Did I solve your problem?

If yes, please click here:
http://www.amazon.com/gp/help/survey?p=A8OLPBEH3WWJZ&k=hy

If no, please click here:
http://www.amazon.com/gp/help/survey?p=A8OLPBEH3WWJZ&k=hn

Ravinder K.

Amazon.com
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