一封來(lái)自亞馬遜的道歉信
近日，一名來(lái)自加拿大卡爾加里的女孩Maggie Harder在網(wǎng)上購(gòu)物的時(shí)候，看到幾件寫著對(duì)自殺帶有鼓勵(lì)、嘲諷意味口號(hào)的T恤在亞馬遜(amazon.ca)出售。一件T恤上標(biāo)注著：“旁觀自殺(Suicide Watch)”;一件T恤上寫著“自殺使我們的生活變得更輕松(Suicide makes our lives so much easier)”;還有一件標(biāo)注著“得了抑郁癥?(got depression?)”。
于是她坐不住了，在網(wǎng)上發(fā)起了聯(lián)名上書，并發(fā)郵件給亞馬遜，要求亞馬遜立即下架這些帶有歧義的T恤。截至上個(gè)星期五，一共籌得23，000個(gè)簽名。
一些支持者告訴Maggie，他們過(guò)去曾多次在亞馬遜上與商家協(xié)商并取得商家同意下架某些帶有“爭(zhēng)議”的物品，實(shí)際效果甚微，那些商品至今仍然招搖過(guò)市。
印象當(dāng)中亞馬遜客服遇到投訴總是那句話：“您的意見已經(jīng)收到，稍后會(huì)給您答復(fù)。”(稍后由多后，永遠(yuǎn)有多遠(yuǎn)?)，但是這次他們卻以最快地速度回復(fù)了Maggie.
收到回應(yīng)后，Maggie即興奮又驚訝，幾乎不敢相信自己的眼睛。她說(shuō)：“我不知道亞馬遜會(huì)如此迅速作出反應(yīng)，我聽說(shuō)亞馬遜的客服經(jīng)常‘保持緘默’。但事實(shí)上并非如此，他們的回應(yīng)是相當(dāng)專業(yè)的，還誠(chéng)懇地道了歉。”
這封來(lái)自亞馬遜的電子郵件帶著標(biāo)準(zhǔn)的亞馬遜標(biāo)志，并友好地從“您好，這是一封來(lái)自亞馬遜客戶服務(wù)的郵件”開始，以“最誠(chéng)摯的問(wèn)候。您的反饋將幫助我們建立地球上最以客戶本的公司。謝謝!Kumaresh R. 亞馬遜(Amazon.ca)。”結(jié)尾。
“對(duì)這個(gè)商品請(qǐng)接受我們誠(chéng)摯的歉意。我們已經(jīng)將您的意見轉(zhuǎn)達(dá)給有關(guān)部門，并將在短期內(nèi)下架這些T恤。只此一次，以后不會(huì)再有同樣的事件發(fā)生。”亞馬遜客服Kumaresh R.寫到。
Amazon.ca對(duì)有關(guān)媒體確認(rèn)承諾會(huì)將這些有“歧義”的T恤下架，但沒(méi)有公布正式的.執(zhí)行時(shí)間。
Maggie 的父母認(rèn)為，如果這次亞馬遜確實(shí)貫徹其承諾，對(duì)那些有“歧義”的T恤做下架處理，對(duì)他們來(lái)說(shuō)意義重大。他們想讓人們知道，世界上最有征服力的武器就是語(yǔ)言。即使是衣服上的小小信號(hào)也許就會(huì)影響人的一生。另外，他們還想告訴全天下的孩子，不管你們幾歲，不管你們?cè)谀睦�，你們所做的每一件小事都�?huì)影響著全世界。
亞馬遜道歉郵件全文如下：
Hello from Amazon.ca
I completely understand your concern in this regard.Please accept our sincere apologies for this listing on our website.
Customer feedback like yours really helps us continue to improve our store and provide better service to our customers.This being the reason, I’ve forwarded the information regarding this listing to the appropriate people internally to investigate further and to take appropriate actions to remove Suicide T-shirts related items from our website as soon as possible.
We realize this incident reflects negatively upon Amazon.ca
and the feedback you've provided has been passed on to the relevant people.
We do want to make sure that our site is safe and convenient for all buyers, and for that reason there are rules governing the listing of certain items.
Since I've forwarded this to the appropriate department I can assure you that soon we will remove this item from our website.
In addition to a wide selection of items, one of our aims at Amazon.ca is to provide a convenient and efficient service; in this case, we have not met that standard, please accept my sincere apologies.
I'm very sorry about all of this. I hope you'll consider this an isolated incident and give us another chance in the future. Thanks for your patience and understanding. Thanks for giving us time to find the best solution.
We'd appreciate your feedback. Please use the links below to tell us about your experience today.
Best regards,
Kumaresh R.
想起《老炮兒》里面那群圍觀群眾，吆喝著別人去死就象跨年一樣那么歡喜。生命之賤在他們眼里雷同碰瓷和訛詐沒(méi)有巧合。但是，規(guī)矩是這樣寫的：不可以無(wú)恥地做“圍觀者”。不去圍觀就是對(duì)人最大的善意。