最近一直不上网的原因
WANG JingChambre xx, residence xxxx
1 place residence xxxx
0000 xxxx
tel:00 00 00 00
17/06/2006
objet: complain about the intolerable repair experience
Mr. President:
For the last two months, I, a customer of Thinkpad, endured unexpected, intolerable low efficiency and bureaucracy from your repair service. I'm writing you this letter as a formal complaint and I need a solution for all the unsolved problems. In this letter, I will explain my experience as a customer of your company, and make all my demands clear. It's a very long story, which lasted 2 months with no end in sight.
At 14th April, my computer ( Thinkpad X24, model: 2662-m6u, SN: FXCX027) suddenly turned into a non-working condition. I telephoned the repair service and they promised me to pick it up the next day. In the following day, I was waiting for a whole day at home, but no one arrived or called me by phone. And, in the entire following week, no one called me to ask why I wasn't able to hand in the computer. One week went by, I sensed that if I don't contact you again, I can never have my computer fixed. So I called the repair service one more time, and this time they finally picked it up.
Two weeks went by, and no one even tried to contact me to explain what was going on, is it fixed, or when should they come to give it to me. I have had to call the repair service again to know what the story was. Anyway, after serveral calls, it was returned back home to me, BUT the screen was in a non working condition. I called in at the following day, and expected your employees to give me a reasonable explanation and apologize for the situation. Well, I didn't get any of that from them,which was not a problem to me, but still made me feel uncomfortable. We made another appointment, and they picked it up again.
For the following 2 weeks, I didn't call you but I was in a desperate need for my computer. As I am a forgein student, I have loads of projets to do and have to log into internet to check the information from universities so that I could get admitted in the next semester. Unfortunately, no one from your company ever tried to contact me. I've had to call you, again. After some phone calls, I got the answer that the computer was fixed but I wasn't at home so they weren't able to send it to me, which I found ridiculous because they have my telephone number, just a little chat and fix a rendez-vous, the delivery really shouldn't have to be a problem. We aren't living in Indonesia and don't need a boat to travel around or to shout at each other to get informed, am I right? Anyway, the situation continued, for the whole week, I called in several times,but the only answer I got was " We don't fix a rendez vous for delivery", which I found very, very ridiculous too. I managed to be polite, but your employees never worried about my situation, and told me they really couldn't do a thing, in a very happy tone. I can understand this, it was not their problem, anyway. I felt I fell into some mysterious, literal adventure: the delivery service doesn't fix a rendez vous, and they never call, it's simply not their style - they are romantic explorers,roaming on the roads, in the hope that maybe someday, they can recognize me and give the computer to me in the streets!!
I don't quite remeber how many times I called and got the answer of "we don't make a rendez vous for delivery". Anyway, one time I changed my strategy andtried to sound really miserable in the phone and finally, a savior, an angel, a charming woman felt sorry for me (or maybe she just got really impatient), she gave me a telephone number and told me to ring them for a solution. I did as I was instructed, and the madame on the other side of the phone fixed me a rendez vous in no more than THREE minuites. PLEASE NOTICE, this was already 5 or 6 weeks after I handed in my computer. There is no other explanation than non-sensical bureaucracy and lack of responsibility on your behalf.
The next day, I got my computer back, as promised. I was happy. Finally. I chatted with my friends, updated my personal site which I already invested hundreds of euros. It feels so good to get connected to the internet again, all my friends told me they really missed me, they congratulated me for my conquering of the almighty repair service. All the old days dealing with your employees went by without a trace, and I was happy that I finally got back to normal living, didn't have to worry about it any more.
BUT I WAS WRONG. I remeber french people have a saying like "Malheures ne jamais viens tout seule", sorry for my french if I remebered it wrong. Anyway, the saying truned to be true. Five or six days after I got it back, the screen problem came back again. As an old habit, I lit a cigarette to calm down so I could manage to be polite on the phone, and called you guys, AGAIN. That time the service repondeur sounded truely sorry for me, and quickly made a rendez vous to pick it up. 10 minuites later, I got a phone call, a happy young man told me they are really very sorry for me and promised me that this will never happen again, which I found reasonable, acceptable, and surprising because this wasn't at all your usual demeanor on the receiving end of the phone. I happily accepted the applogies and felt really better, and even dreamed of having my computer back the next week. How naive of me, I didn't even realize the true test is just coming!
Nearly two weeks after the nice guy called me and said sorry, there haven't been any other words. I got really very impatient because this is the end of the semester, the university is closed, I can't even use the computers in the university any more, I was totally cut off from the outer world. I was wishing it was not a problem from the delivery guys again. But when I did call in the customer service, I was told the ultimate answer: "we don't have any more that kind of screen, and we have NO expected date of arrival."
To be frank, I was outraged. If you didn't have that kind of screen, AT LEAST you could have called me, tell me there is no such kind of screen and discuss with me how you will solve the problem. BUT YOU DIDN'T. You let me wait another TWO WEEKS, which is truely INTOLERABLE. I waited another two days and called in again, complained about my case. The monsieur who received my call sounded really sorry for me, and when I demanded that you should give me a replacement computer for the days of waiting the arrival of the screen, he told me he couldn't promise me anything right now, but will call me in 48 hours to give me an answer. That was the morning of the 14th of June, if I wasn't wrong, "call you in 48 hours" means I will receive a call BEFORE June 17th. Well, as you can see, I didn't receive any phone call, not even an apology for not being able to send me a replacement laptop.
Then I realized what it is supposed to mean; "with no expected date of arrival". Today is my friend Stephen's 22nd birthday, and if you, Mr. President, don't do anything about it, my story will surely become a legend that passes on to his generations, a legend telling his sons, his grand sons, the sons of his grandsons, that in 60 days of those past old days, in France, a country of miracle, how Thinkpad made his customer totally helpless, calling everyday, begging like a dog, then got swpet from the floor like a peice of trash by telling him "no expected date of arrival".
At the end of the letter, I shall make my points clear.
1. I decided I will never call your customer service or repair service again, If there is a problem, instead of waiting for me to call, they better call me. I'm still in the least hope that you, Mr. President, after receiving this formal letter of complaint, will excercise your ominimous power, part the red sea once again, and magically get your customer another perfect, flawless, shining and holy screen, get it installed on MY computer, and send it to me, hopefully within this month. If you can't do that, then please send me a replacement computer that works, and have my DATA in that machine INTACT.
2. I want you, Mr. President, to give me a formal letter of apology, signed by yourself, mailed to me by the post. I don't accept any form oftelephoned applogies. If you and your employees don't want to call me, then don't do it at all.
3. I don't know in this kind of situation, if you have ANY kind of compensation for your customer. I've wasted 5 telephone cards, deserted my personal site for 2 months in which I invested hunreds of euros, ruined my reputation as a dedicated literary writer and critic online by not updating my personal site, andnearly destroyed my applications for schooling of next semester (or it's already destroyed, I still can't tell at this time), and thanks to your holy bureacracy, I HAVE AN EXTREMELY BAD MOOD TO CURE.
If my demands can't be realised in this month, which I think is totally enough time for you to decide what to do, the next letter you get will be from my lawyer. I will show the court how you, Thinkpad, treated your customer like trash.
Your Sincerely,
WANG Jing. 我认真地看完了这信。。:hug: 通过开头猜到了大致是什么情况....
但是那个亲爱的President可以看完这么长的信吗:dull: 现在用同屋的联想，我考，到处漏电，电死我了。发热巨大，发热点还正处在jj位置，经常把jj烤得很无奈。
我上个网容易么我。 JJ要凉快才是。快拿盆水泡着。。:obasan: 这个联想不一定什么时候就要电我一下，受不了了。大夏天的穿长裤在自己家上网 拿个胶套儿保护好ＪＪ 等着看结果，加油加油！！！ 好吧，我现在终于回来了。现在我来跟大家说一下我的经历。
寄出这封信以后有三个星期的时间，完全没有任何消息，机器也没有消息。于是某天我开始变得非常烦，以至于我两天给他们打了几个电话，威胁他们要告他们。在被我逼得实在没有办法之后，这群逼们想出了一个绝妙的主意：他们告诉我会赔偿我一台新的t43。于是我满心欢喜地等着我的新t43来到。今天呢，我终于收到了。但当我打开的时候我只能用傻眼两字来形容。还是我的老机器，只是修好了而已。
于是我愤怒地给投诉部打了电话。那边对我竖起了中指。我突然想起来我还寄过这封挂号信，里边不仅要求机器，还要求道歉信与赔偿，于是我再次提醒了丫一下我给他们发过挂号信。对方于是放下中指，表示会给我回信答复。
暂时就是这样。我以毛主席的名义保证，他们要是不跟我道歉，我会把他们屁股告掉。 积累斗争经验 今天有新进展。那逼给我回信，我也给他回了一封信。我现在翻译如下。
补充一下前情，这是我与投诉部那逼通过电话之后的事。
先生：
我很抱歉昨天在电话中我很不冷静，并且我请您相信这不是我本意。这只是因为我从4月起就一直处在非常焦虑的状态，特别是今天早上，我本认为我终于可以得到一些补偿，但发生的事情却使我极度失望。
我相信我们的沟通中存在大量误解与文化震荡。您以您的习惯来理解这个问题，而我一直在以我的习惯理解它。我法语并不好，因此我认为我们用email沟通更合适。如果我昨天说话粗鲁，请您原谅，如果不是处在这种极度失望的状况下，我从不会对任何人如此粗鲁。
我现在向您解释一下。6月19日，我向lenovo法国部总裁发出了一封挂号投诉信。当时我并没有您的地址，我是在thinkpad网站上找到的那个地址。收据显示这封信于20日被签收。在这封信中我提出了三点要求：
1。一封由你方法国部总裁签名的道歉信。
2。尽快修复我的机器或者给我一台替换机
3。赔偿我的一切精神及物质损失。
我将这封信粘贴在了这封email的附件里。其内容与我发出的挂号信相同，这封信是用英语写的。
在那封信里我声明不会再给你们打电话因为我已经实在受够了。并且我要求你们在6月底前找到解决方案。不幸的是，随后的三个星期里我没有收到你们任何回复。在最后寻找司法帮助之前，我决定再给你们一次电话。就是在这次电话中我向您做了投诉，并且向normande女士要求提供替换机因为我已经有两个多月无法工作了。
在几次电话后，我终于收到了给我提供一台性能更强的替换机的消息（这已经又过去一个星期了）。我很清楚地记得那封投诉信，因此我认为你们终于决定给我补偿。但我对此并不肯定，于是我与normande女士通了email，询问这到底是补偿我的损失，还是仅仅用于我在等待维修期间的使用。如果我没有理解错的话，她给我的回复是这是对我的补偿。她的email里清清楚楚地写着这一点，以下是我与normande女士的email。我未做任何编辑，如果您需要查证其真实性的话，我可以通过email给您再次转发过去。
第一封email：
t43- duu> P M 750(1.86GHz), 512MB RAM, 60GB 5400rpm HD, 15in 1400x1050 LCD, 64MB ATI> Radeon X300, CDRW/DVDRW, Intel 802.11abg wireless, Bluetooth/Modem, 1Gb> Ethernet, UltraNav, Fingerprint reader, 9c Li-Ion batt, WinXP Pro
第二封email：
女士：
谢谢，这台机器不错。当您给我寄回我原先机器上的硬盘时我请您注意那块硬盘有一个密码，我想您必须解除那个密码我才可以在新的机器上使用。我不是很清楚，如果您告诉维修部的话，他们知道该怎么做。
第三封email：
我很想知道这台机器究竟是对我损失的补偿，还是仅仅供我在等待原先机器的维修时使用。
因为我曾经在6月19日给贵公司总裁发过一封挂号信，在那封信里我要求你们补偿我的损失，提供一台备用机，并且给我一封由总裁签字的道歉信。这封信在6月20日签收，但很不幸我并没有受到任何关于补偿或者道歉信的回复。您给我的备用机是很不错，但我想要知道这究竟是补偿还是仅供这段时间使用。希望您能对我的问题给与答复。
ps：现在是暑假所以会一直在家。如果机器到的时候我不在家，请您告诉我一声。上一次寄送机器的时候由于负责递送的人员缺乏责任心，导致我等待了10几天才收到机器。我希望这种事情不再发生。
邮件4：
先生
这确实是一台用于替换您原先电脑的机器。您原先的2662型笔记本电脑一直在维修部等待配件。这台机器时对您长期等待的补偿，还因为他们一直没有必要的零件来修好您的机器。它肯定会在几天内到达。
邮件5：
女士：
我收到了我原先的机器，它现在修好了，很好。
但是
1。您给我承诺的那台机器在哪儿？
2。我等了3个月，花了大把时间给你们打电话，我作为一个负责、准时的记者的名誉遭到了巨大损失，我的网站3个月没办法更新，我的补偿在哪儿？
3。你们总裁给我写的道歉信在哪儿？
最严重的是，你们或者你们的公司是不是认为我非常蠢？我向您保证，如果你们这样想的话，你们肯定错了。您必须给我一个合理的解释并且告诉我你们将如何赔偿我的损失。我很抱歉在这封信里我很粗鲁，但您难道认为我会在被人当成白痴一样对待的时候还能保持冷静吗？
谢谢
第六封邮件
先生：
我很抱歉，我完全不能理解。。。我已经为您申请到了替换机，但我并不知道您原先的机器修好了。我在这种情况下无能为力，但我将您的邮件再次发到了投诉部，请您相信我一直尊重我的客户。
第7封邮件：
女士：
我很抱歉在上一封信里我非常不客气，我能明白问题并不是出在您身上。我诚挚地请您原谅我的无理，由于我当时非常地失望。但我的歉意只给您个人，而非您的公司。我打了投诉部的电话但一直没有人接。在这种情况下，我只能寻求法院与消费者联合会的帮助。
请接受我的敬意。
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如您所见，我将它当作了一个承诺 - “这是对您的补偿”。我必须向您指出如果我理解有误的话，那也决不是我的错。所以当您反问我谁向我作出了补偿的承诺，并且表示绝无补偿的时候，我最终暴怒了。如果您处在我的位置的话，我相信您一定能够理解。
我还必须向您指出我在之前挂号信中提出的三点要求仍然有效，现在，我的机器修好了，很好，第一个要求已经被满足了。
但是你们打破了你们自己的承诺，所以现在我想知道你们到底要怎么补偿我。自从那封挂号信在6月20日签收后，已经又过了一个月了。
并且，我现在比任何时候都想要您的总裁给我一封正式的道歉信，来补偿你们所有的错误和我的损失。
我等待您的答复。 我在电话里跟投诉部这逼吵架的时候实在是暴怒了。丫反问我谁承诺给我补偿了，我当时气得说不出话来。随后我对丫怒吼如果你们觉得我是一傻逼你们就错了，你们觉得让我等了3个月，打了n个电话，遭受n多损失，然后随便给我一个promis然后再丝毫不当回事儿的扔掉然后把这台破机器给我修好就算完事儿了？这决不算完！
如此之类的。
到现在仍然很怒中。 祖国人民给你强大的支持！！表气表气。。:hug:
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