損失。

 

　　首先，當然是聯系是商家反映情況來解決，而國外商家都比較誠信，售后服務也比較好，90%都能通過此途徑解決。而聯系商家方式可以有三種，電話、網站在線聯系和郵件，前兩種建議英文比較好的童鞋采用，對于一般的童鞋還是郵件來的實在，下面就講講寫投訴信(Complaint letter)的注意點：

 

　　1、要寫清楚購買情況，包括訂單號、產品名稱、序列號、日期、購買地點，這個可以通過前面收到的訂單確認郵件來查詢或者通過小票;

 

　　2、說明要解決的問題，是商家發錯了貨，還是發少了貨，或者貨物有破損等等)

 

　　3、自己的具體要求，對于海購的童鞋可能要向商家說明下商品已經被您帶回國內了，不方便退貨了

 

　　4、允許的解決時間，一般可以不寫，如果有特殊時間要求的，寫上也無妨

 

　　投訴信范本/Complaint letter sample

 

　　August 1, 2006

 

　　To: AAA Company

 

　　888 South Company Street

 

　　Chicago, IL 60000

 

　　From: John Smith

 

　　999 South West Main Street

 

　　Chicago, IL 60000

 

　　Attn: Customer Service

 

　　RE: PO#445392749; AAA Lawn Mower Model #A456

 

　　In the last 10 years, I have used your law care products on many occasions and I have been highly satisfied with the results. However, I recently purchased a lawn mower from your company and I have been dissatisfied with the product.

 

　　First of all, when I unpacked the product and begin assembly, I found that I was missing the plastic mower guard and cap cover, which reluctantly took 12 weeks to get delivered. Secondly, I noticed after the second use that the lawn was cutting in an irregular manner. Upon further inspection I noticed that the mower blade was rotating at an angle.

 

　　I went to local store #567 where it was purchased and they chuckled as I explained my dissatisfaction with the product. They were rude and unhelpful, claiming that I must have hit something in my lawn.

 

　　When I took the blade off, I noticed that the mower was not put together properly and a welded edge on the coupler had split open. This was not due to operation or misuse. I verified this with a local lawn mower service company.

 

　　Since your company claims to be the “Leader in Customer Satisfaction” with a no hassle 1 year guarantee on all products, I would like to request that your store look into this matter and provide a refund.

 

　　A copy of the receipt and photograph of the damaged part is attached. Please respond promptly. I can be reached at 777-999-0000 or by email at jsmith@jsmithemail.com

 

　　Sincerely,

 

　　John Smith

 

　　產品投訴：

 

　　Sample complaint letter for goods you bought

 

　　[Your name]

 

　　[Your address]

 

　　[Your phone number or email address] (How you want to be contacted)

 

　　Customer Services Manager (if you don’t have a contact name)

 

　　[Company name]

 

　　[Company address line 1]

 

　　[Company address line 2]

 

　　[Company address line 3] [Postcode]

 

　　Dear [Contact Person or Customer Service Manager],

 

　　On [date], I bought [describe goods] at [location, date and other important details of the transaction].

 

　　I am disappointed because [it/they has/have] not performed well because [explain the problem; for example, the product does not work properly, I was billed the wrong amount, something was not disclosed properly or was misrepresented, etc]

 

　　To resolve the problem I would like you to [state the action you require e.g. refund, repair etc.]

 

　　Enclosed is a copy/are copies of the [receipt, contract etc].

 

　　I look forward to hearing from you by [date – 10 working days after receiving this letter or email is a reasonable time for a response]. I would like this problem to be resolved between us. If we are unable to resolve the matter I will refer it to the Office of Fair Trading, Department of Employment, Economic Development and Innovation, for their intervention.

 

　　Please contact me at the address or phone shown above.

 

　　Yours sincerely

 

　　[Sign]

 

　　[Print your name]

 

　　[Date]

 

　　Enclosures: [state documents you have enclosed, if any]

 

　　Cc: [Include name, company if you want to send a copy of this letter to someone]

 

　　而如果有極其少數的情況可能與商家協商無法解決的了，這樣我們皆可以向美國www.bbb.org(美國公平貿易局)投訴(類似于中國的315投訴中心)，另外在購物之前如果懷疑哪個購物網站的資信，也可以去這個網站查詢。下面介紹下Better Business Bureau (BBB)美國公平貿易局。

 

　　在今天大企業林立和客戶服務自動化的大環境下，幾乎每個人都有過對于某些公司、公司的產品、服務或做法有過抱怨。這就像人與人或個人與公司之間的關系一樣，有很多潛在的溝通失敗、猜疑和誤解。

 

　　因此當您和一家公司之間產生數額不大的糾紛時，可能會覺得很纏手，因為這不值得花錢請律師或繼續和對方的客服磨牙。但您覺得這事讓您犯堵。如果您覺得一家公司待您不公，并且您的投訴也不能引起該公司任何人的注意時，您可以向Better Business Bureau(公司貿易局)提交一份投訴。BBB在消費者和公司或慈善機構之間充當仲裁員的角色。BBB不插手違法行為，這類問題須報告給有關當局。

 

　　雖然BBB在法律上無權處理被投訴的公司，但它關于公司及慈善機構的資信報告及欺詐警示，是許多消費者在做消費選擇時的重量級參考。因此企業通常愿意對投訴到BBB的事項作出積極回應，以維護其良好聲譽。當從在BBB留有大量未結案投訴的公司購買產品時，須十分慎重。

 

　　在向BBB投訴之前，您最好直接與被投訴公司的經理聯系以求直接解決糾紛，如果您仍沒有收到令人滿意的回復，這時可以聯系該公司總部所在地的BBB。有一些公司已經登記成為BBB的會員，以踐行其良好的商業承諾，但消費者可以向BBB投訴非BBB的會員企業及慈善機構。

 

　　當您提出投訴時，應盡可能地詳細和具體。BBB的網上投訴表有空格，您需要填入產品型號、投訴該公司的日期、產品編號、銷售員名字等。要盡可能的詳細，口氣不要過激。要清楚地表達您想要什么樣的結果，你想得到退款?換貨或是其他的結果?清楚地表達出明確的期望，將有助于BBB確定該公司是否已采取了有誠意的行動，以滿足您的這些期望。

 

　　每次我投訴到BBB，BBB都能幫我解決這些糾紛。有一次，我只是在電話中和對方的客服提到了我想把它們投訴到BBB，該公司馬上就解決了問題。有兩、三次，當客服的答復不令我滿意之后，我投訴到了BBB。最近我投訴了一家大的信用卡公司不能兌現給我返點優惠，我收到了比我預想得的還要多的返點。

 

　　BBB提供了一個寶貴消費者服務渠道，它來解決人們與機構之間的糾紛，BBB提高了這兩者間的溝通、問責和善意。下次如何您遇到問題，也試下BBB的服務吧，可能會有讓你驚喜的結果。

 

　　除了BBB，美國還有一些其他的消費者投訴、報告事故及信息查網的網站，茲收錄如下：

 

　　www.complaintsboard.com (投訴網)

 

　　www.consumerreports.org (消費者報告)

 

　　www.consumeraffairs.com (消費者事務)

 

　　www.ConsumerSearch.com (消費者觀點集錦)

 

　　www.ripoffreport.com (欺詐報告)

 

　　www.viewpoints.com

 

　　www.scambusters.org

 

　　購物過程中如果有什么投訴也可以在上面的網站進行登記投訴，雖然是第三方的，但是通過這些網站給了商家一定壓力，也可能會讓商家做出讓步。