此篇記錄一下與Alexandre de Paris(ADP)法國客服交手經驗
2016/11 ADP官網90€免運，揪了身邊的姊妹合購下單
然後就此展開為期一個月的英文閱讀/寫作練習…..
下面藍字內容是我12月初在ADP官網客服信箱留的內容
事隔多天，音訊全無…
於是我又再官網客服信箱留了同樣內容，並且五連發!!!
Hello!
I had sent mail through system last week, but until today, I still not receive any feedback information.
My order was finished on 11/20 and received system checked latter on 11/21. My bank also allowed ADP's charge. But still now, I can't find any my order information through ADP's e-mail or personal account. In ADP's personal account, none any order information.
Have any one can help check and feedback?
五連發果然有用，當天客服就回信了
事實證明，ADP內部系統查到的訊息跟我官網帳號查到的一致：訂單莫名消失…
於是，我又回覆下面藍字&檢附付款資訊for客服確認
Dear XXX,
Attached files are my order information.
Last week, I don't know what something wrong, my ADP personal account's cart is clear and none any this time order information(I determined after 11/21 short days system is normal, I can see my order status, such as item, amount, price as usual).
My 11/20 order status showed as bellow (all item amount is 1 (set)):
https://cn.alexandredeparis-store.com/art-vendOme-clip-12517.htm
https://cn.alexandredeparis-store.com/art-vendOme-clip-15672.htm
https://cn.alexandredeparis-store.com/art-vendOme-clip-558.htm
My country: Taiwan
Over 90 EUR free shipping.
Please help check and give me a response ASAP.
Thanks a lot!
(檢附資料-ADP官網回覆款項已收待出貨)
(檢附資料-ADP官網回覆款項已收證明)
ADP客服看完相關資料後
回覆內容白話翻譯：系統異常，訂單已不存在，他能做的就是退我款項。
看到這回信，EQ不好的我整個爆炸(轟隆隆~~~)
我不敢相信(ADP自稱自己為)一線精品，客服竟是這樣處理客訴的，未出貨的訂單有問題就退費打發(未免太好結案…)
若這次的訂單只有我個人私物，我一定二話不說讓ADP退費，匯差跟手續費都算了，(自暴自棄)速速結束這回合…
但由於此訂單還有姊妹們殷殷期盼的東西，我無法面對她們失落的神情
於是，我再次與ADP客服聯繫，動之以情說之以理，希望爭取到補救出貨
(到此刻我仍無法理解，這補救方案應該是一發生問題就該主動提出的選項吧?為何變成我苦苦哀求，why???)
然後，我也希望了解這次異常是否有通報相關人員進行系統確認，不然每次訂貨都要練習英文寫作，我無法…
Hello XXX!
In the past, my ADP online shop experience is good and I satisfied with products. Therefore this time I spend much time for products pick, order, wait. I want to know have other treatment method except refund, such as resend my order items?
And one thing I want to check: This case, have ADP response to system relative department? Next time, could I order through online shop??
Thanks for your feedback.
ADP客服人很好(?)的答應我會補件
深怕法國人記性不好，我趕緊回覆下面寄件資訊
Hi XXX,
Sorry for late reply.
My received information showed as below:
Postal code: ---
Country: Taiwan
City: ---
Address: -----
Name: -----
Phone: -----
When you sent package, please inform me.
Thanks a lot.
然後，中間隔了7天，又是音訊全無…
逼得我又聯絡客服人員…
Hi XXX,
My package has any progress?
Please give a response, thanks.
法國客服，回覆的挺快的(但, 當初寄件時為何不主動聯繫啊???)
然後，也不像ADP官網一樣會給包裹追蹤碼…
12/21我總算收到法國來的包裹，好心的回報客服已收到貨並且客套的祝賀佳節愉快
Hi XXX,
Thanks for your help, I had got ADP package yesterday^^
Wish you Merry Christmas & Happy New Year.
客服也客套的回我真是太棒了這樣….
這齣歷時一個月的鬧劇，總算畫下句點….
基本的客訴SOP：了解問題->解決問題->預防再發
由於ADP客服無法針對系統異常部分(預防再發)做任何回覆(真心覺得不回應這件事超瞎QQ)
因此，往後，除非身邊非常要好的姊妹提出要求
或者我本身想練習英文寫作，不然我不會輕易在ADP官網買東西了>_<
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