去日本旅遊，幫朋友或同事帶數位相機回來是幾乎每次都會做的一件事，前前後後也陸續帶過十多台。日本內銷專用的商品一向評價甚高，大家使用起來一直都情況正常，從沒有遇過任何故障而需維修的問題。
不過終究還是遇到問題了。這次去九州買的一台相機Canon IXY 900IS，沒幾天後就發生開機後鏡頭迅速收回的問題，當然，就是無法拍照了。於是我開始幫同事洽詢維修方式，畢竟我也從沒遇過帶回的相機故障的問題。除了在網路上拋出維修的訊息請網友提供相機送修的方式與經驗外，也同時以e-mail的方式詢問國內的代理商彩虹以及日本Canon公司能否提供維修服務。
結果首先回覆的是彩虹，回信的速度相當迅速，內容如下：
From: Rainbow Kaohsiung |
To:*** |
Cc: service |
Sent: Wednesday, November 08, 2006 2:36 PM Subject: 您好,我們是高雄彩虹股份有限公司
您好: 我們是高雄彩虹先進公司,關於您所提問的問題,公司方面是可以幫您處理的，但是您所給予我們的機型是平行輸入（一般稱為水貨）所以可能您送修進來就會有檢測費的費用，如果您不是很清楚的話，再麻煩您播個電話給我們，我們人員很樂意為您服務的 服務員： 彩虹先進股份有限公司 高雄服務處 |
彩虹公司回覆速度之快令人激賞。但不出所料，要代理商維修所謂的水貨是要另外收錢的，不過事先就提到可能要收的費用可以讓消費者有心理準備，也避免後來可能出現的爭議。這時還是想說等日本方面的回覆再說吧。
寫給日本Canon的內容如下：
11/07 TUE 11:56 Name = *** email = ***
Dear sir,
Hello. I bought a Canon IXY 900IS in Bic camera(Fukuoka) on Oct. 29, 2006. Today when I turn the power on, the len streches out and back soon. The camera cannot be used. I think it's broken down. I live in Taiwan, can I send the camera back to Japan to be repaired? Where should I send? How much should I pay?
Please answer me, Thank you. |
三天後，Canon終於回信了，效率有點差，不過內容寫的相當詳細。除了註明要寄到哪裡，費用的問題、往返會耗時多久都清楚交代了。
From: <cpqa@web.canon.co.jp> |
To: |
Sent: Friday, November 10, 2006 10:29 AM |
Subject: Ref. 61090: Repair Inquiry |
Dear ***,
Thank you very much for your patronage of Canon products. For this problem, please confirm if the battery is fully charged. If this problem consists after replacing the battery, there might be some problem in camera function; please send the camera for evaluation at the service center.
Please mail you camera and valid warranty card along with a memo indicating the problem you are encountering, return address in English, and your contact information.
Mail to:
Attn: Overseas Repair
Higashi-Nihon Service Center Canon Marketing Japan Inc.
1F Canon MJ building, 1-7-2 Nakase, Mihama-ku, Chiba-shi, Chiba, Japan 261-8711
Phone: 043-211-9032 FAX: 043-211-9033
Repair cost: Normally the repair under warranty is free of charge; however, if the camera is damaged due to the dust/sand/water or abuse/mishandling, the warranty will be voided.
Shipping cost: You will be asked to pay for one-way shipping, Canon will bear the return shipping cost.
Turnaround time: Normal repair takes 2 to 3 weeks including the return shipping.
If you have further inquiry regarding the repair, please contact the above service center.
Best regards,
Customer Support |
由於是最新款的相機，同事對於日本原廠維修比較有信心，加上如果非消費者因素，將不會收費，因此決定寄回日本修理。
但又有一個問題，就是同事竟然把保證書弄都了，不過我倒是還將購買時的收據保存的很好，於是又寫封mail向Canon詢問。
On Fri, 10 Nov 2006 11:07:43 +0800
Dear sir,
I'm glad to receive your reply. I've a question. I think I miss the warranty card. Can I mail the camera with the purchase receipt instead? The camera IXY 900IS is just available in the market for about one month, I think the warranty should be supposed to be valid. Thank you.
Best regards, *** |
這次Canon回覆的很快，表示用收據代替保證書是OK的，我們也就放心了。
From: <cpqa@web.canon.co.jp> |
To: |
Sent: Friday, November 10, 2006 11:44 AM |
Subject: Re: Ref. 61090: Repair Inquiry |
Dear ***,
Thank you for your reply. The original receipt can be presented as a proof.
Please send it with the camera.
Best regards,
Customer Support |
接著就叫了快遞公司，包裝妥當後，寄回上面所提到的地址了，期待2-3週後能收到修好的相機。
時間一天一天流逝，很快就過了三個星期。但同事心愛的相機卻遲遲沒有收到，該不會是地址還寫錯，還是說被匡了。因此，我又再次寫mail詢問：
On Wed, 6 Dec 2006 14:54:55 +0800
Dear sir,
I have sent my camera IXY 900 IS back by air mail to your company, Higashi-Nihon Service Center, on November 13, 2006. Did you receive the camera? The name I left is ***, and my camera serial number is 2911003***. Could you please tell me what's the status of the camera?
Thank you.
*** |
結果Canon回說我們根本還沒收到，請確認一下快遞公司。
From: <cpqa@web.canon.co.jp> |
To: |
Sent: Friday, December 08, 2006 8:50 AM |
Subject: Re: Ref. 61090: Repair Inquiry |
Dear ***,
Thank you very much for your e-mail. Our service center does not have a record of your camera yet. There may be an accident during the shipping, please contact the post service.
Best regards,
Customer Support |
不會吧，竟然還沒收到。於是我電話去快遞公司詢問，請他們追蹤。追查了兩天，才查出相機是到日本了，但還躺在成田機場海關。原來這項貨品被認為新品，因關稅的問題而扣在海關。這未免也太誇張了，貨品沒有送達，快遞公司居然沒有通知寄件者。我告訴快遞公司這是故障品，是要寄回維修的，請他們盡速處理。
過了幾天，才接到電話說已經處理完成並寄到Canon了，距離實際寄出時間已經快一個月了。
隨後我立即又寫封mail給Canon，表示相機應該已經寄到了：
On Wed, 13 Dec 2006 15:25:05 +0800
Dear sir,
Thank you for your reply. After receving your mail, I checked with the shipping company. Today, they replied that they finally send the camera to your company. What a long way!
Could you please check whether you get the camera, IXY 900 IS, or not.
The name I left is***, and my camera serial number is 2911003921. Anything goes on, please let me know.
ありがとうございます.
Thank you very much.
Best regards, *** |
Canon回信說收到了，而且正在維修中，預計下星期寄回：
From: <cpqa@web.canon.co.jp> |
To: |
Sent: Thursday, December 21, 2006 9:17 AM |
Subject: Re: Ref. 61090: Repair Inquiry |
Dear ***,
Sorry for the delay to reply. Please note your camera was received and under repair at the service center. It will be ready to send back to you early next week. We will let you know the AWB No. when it is ready for shipping.
Best regards,
Customer Support |
當天下午，再收到一封還自Canon的mail，表示提前修好，而且已經寄出。
From: <cpqa@web.canon.co.jp> |
To: |
Sent: Thursday, December 21, 2006 3:02 PM |
Subject: Re: Ref. 61090: Repair Inquiry |
Dear ***
We are glad to inform you that the repair completed earlier than we expected. Your camera was shipped today via DHL. The AWB is No. 2366***516.You can trace your percel at the following site starting tomorrow. http://www.dhl.com.tw/publish/tw/zt.high.html
Best regards and happy holidays,
Customer Support
|
隔天下午，真的收到一份包裹，是日本Canon 寄來的，效率之快，令人驚喜。Canon自收到到維修完畢寄回，前後只花了9天的時間，效率相當快，寄回的包裹包的相當仔細，硬盒內填充物很多，深怕精密機器運送中的碰撞，很符合日本人做事一版一眼的方式。
Canon處理的態度和效率我想是令人滿意的，和Canon的互動也令人感到愉快，整個過程我們總共也只花了寄到日本的運費6百多元，若要給予評分的話，Canon足可以得到90分以上，Canon成功留住一位客人。當然從中我也學到日後向機遇到問題要送修的方式，而且也可練習快要生疏的英文，可謂一舉數得。
至於這次送修會耗時這麼久，主要是因為被動的「快」遞公司，和Canon比起來，這種處理顧客所託付東西的態度是不及格的，我想以後要再叫這家公司的機率也很低吧。
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