折腾：
期间，后来客服回复我邮件了。
之后就是邮件沟通过程了：
【后记 2017-08-26】
突然发现，MacSales.com的客服人员终于回复我邮件了：
Dear Crifan Li, I do apologize about any issues you are experiencing with your OWC SSD. I would be happy to assist you with it today. There are a couple of things we would want to try to see if we can get the drive working properly for you. The first thing we would recommend would be removing the drive from the computer and cleaning the contacts on the drive. You can clean these with a q-tip dipped in rubbing alcohol or a pencil eraser, rubbing lightly in one direction. If using the eraser, make sure to brush off any debris with the back of your hand after cleaning. Once the contacts are clean and dry, you can install the drive back into the computer. After reinstalling the drive, I would also recommend resetting the System Management Controller. Resetting the System Management Controller (or SMC) in a Mac can be a useful way to troubleshoot various kinds of problems that arise, typically related to power issues or issues that coincide with new hardware being installed in the computer. Detailed instructions on performing a SMC reset can be found on Apple’s website here: https://support.apple.com/en-us/HT201295 Lastly, before turning the computer on, I would also recommend running a PRAM reset. This can be done with the following instructions: PRAM Reset: 1) Start the machine while holding down the Option-Apple-P-R keys 2) Wait until you hear the 3rd startup chime, then let go of the keys and let the machine boot up. If the drive is still not working properly for you, please let me know and we can look into the issue further and see how to best proceed. If you are able to provide me with the model or serial number for your computer, that would help. Also, were you experiencing any other issues besides heat? Any crashing or boot issues? Thanks! Sincerely, MacSales.com Jeremy Customer Experience 8 Galaxy Way Woodstock, Il 60098 Case: 00006152 |
主要意思是：
让我重置SMC和PRAM，以便于尝试看看能否解决问题。
-》但是之前也在别处看到了：貌似重置SMC还是有一定的风险的，可能会导致变砖？
总之，还是不太想去动SMC或PRAM。
现在的话，其实更想：
退货，还钱。
然后直接回复：
Hi Jeremy, The method you mentioned I have tried but not work. OWC Aura SSD still overheat and not usable. My Mac model: A1502, serial number: C02Q5CE5FVH3 And most import this SSD overheat problem has dramatically affect my work and life, waste my huge time to try fix it but fail !!! So from my point of view, the BEST PROCESS is to I return the Aura 512G SDD and mobile disk box “Envoy Pro” to your side, and your side pay the delivery fee 2. and your side return my money back So, could your side agree this type of process ? Thanks. BR Crifan Li |
后来收到回复了：
Dear Crifan Li, Thank you for the information and I’m sorry to hear that the drive is still not working after those steps. At this point in time, we are well past the 30 day return period, so we would not be able to accept the drive back for a refund at this time. The drive is under warranty and we would be able to replace it for you though. If the drive is overheating and causing performance issues, then I would believe that a replacement would not have those same issues. If you would like to get the return for replacement set up, please let me know and I’ll get that taken care of. Thanks! Sincerely, Jeremy M. Customer Experience 8 Galaxy Way Woodstock, Il 60098 Case: 00006152 |
意思是：
过了30天的退货期了，现在最多给换。
那就去换吧。
Hi Jeremy, OK. I accept the replacement. So the next question is: I will hope your side pay the fee of delivery SSD from here to your side, for I think this is the quality issue, should not let me pay the fee. are you agree with this? BR, Crifan Li |
【2017-09-9】
看到对方前两天回复我的邮件了：
Dear Crifan Li, At OWC, customer satisfaction is of the utmost importance. We offer our sincerest apologies for any inconvenience this product may have caused you. Please return this item to OWC and we will be happy to process a replacement for you. This Return Merchandise Authorization (RMA) has been set up according to the information you have provided. Please read the RMA information carefully and follow all instructions. If you have a question about any part of the information or instructions, please reply to this email or call customer service at 800-275-4576 (International: 815-338-8685), and we will gladly assist. RMA Type: Replacement RMA Number: 534984I21R-E-JM7 Return Deadline: September 21st 2017 Your return shipping address is currently listed as: 。。。 IF THIS ADDRESS IS INCORRECT, YOU MUST CALL CUSTOMER SERVICE AT 800-275-4576 (International: 815-338-8685) BEFORE SHIPPING YOUR RMA BACK TO OWC. NOTES INCLUDED WITH THE RMA OR EMAIL REPLIES MAY NOT CHANGE THIS SHIPPING ADDRESS. When sending items back to OWC under warranty, please note that all items must be returned complete. This includes full power supply unit and any cables that may have been included. All items being returned to OWC must be placed in the original shipping container or a cardboard box with an appropriate amount of packing material around all sides of the item, to protect from damage in transit. Please DO NOT use a retail box as a shipping container. If you need guidance on the proper way to package your return please contact customer service. Failure to comply with these instructions will void this RMA and may result in the refusal of your package and the voiding of your OWC warranty. OWC IS NOT RESPONSIBLE FOR ANY DATA LOSS. PLEASE BACKUP ALL OF YOUR DATA BEFORE SENDING IN ANY DEVICE WITH DATA ON IT FOR AN RMA. IF THE UNIT YOU ARE SENDING IN IS THE ONLY PLACE WHERE YOUR DATA IS STORED, THEN YOU DO NOT HAVE A BACKUP. ANY THIRD PARTY DATA RECOVERY MUST BE COMPLETED PRIOR TO RETURNING THE UNIT TO OWC. FOR MORE INFORMATION, PLEASE VISIT: http://eshop.macsales.com/service/terms/sale#s14 If you wish to attempt data recovery we recommend one of the following three data recovery centers: The Data Rescue Center: http://www.thedatarescuecenter.com/owc. 20% Discount (DATA Recovery Service for OWC Customers). DriveSavers: http://www.drivesavers.com/. OWC Affiliate ID: DS16500. Gillware: http://www.gillware.com/. OWC Affiliate ID: 12554. These ID’s will allow you to receive special promotions from these companies that you would not normally receive. For RMAs issued outside the United States and its protectorates: please note that while OWC will appropriately prepare customs documentation with the outbound replacement or repaired product, the shipping carrier may request duties, taxes, brokerage, and/or other fees be paid upon delivery. Regrettably this is beyond the control of OWC and is determined by local governments, carriers, and importation laws. We ask that you please contact your local customs office if you have any questions or concerns regarding this process. Your repaired or replacement product will be returned back to you via economy shipping. Alternative shipping methods may be available upon request for an additional cost. Please have the RMA number clearly marked on the outside of the package. We will cover shipping costs on the replacement order, while you are responsible for the cost of shipping back to OWC. We would advise you to insure the package for an amount equal to its value. Please send the RMA to the following address: Other World Computing ATTN: RMA #534984I21R-E-JM7 8 Galaxy Way Woodstock, IL 60098 Once your RMA is received and processed, a replacement order will be shipped. Typical processing time is 1-2 business days. For further information on OWC’s policies regarding this and other return types, please visit our Return Policy web page at: http://eshop.macsales.com/service/returnpolicy Sincerely, Jeremy M. Customer Experience 8 Galaxy Way Woodstock, Il 60098 The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL material. If you receive this material/information in error, please contact the sender and delete or destroy the material/information. Reproduction, or other use of this information without the express consent of the sender is prohibited Case: 00006152 |
那就抽空去：
问问DHL国际快递费用
以及，退货寄回来到国内，还需要我交多少税的钱
如果太多，都考虑不换了。。。。
找到了，之前的快递中：
【记录】购买OWC 480GB Aura SSD – 在路上
Price: $449.99 Sub-Total: $449.99 Tax: $0.00 Shipping Insurance: $2.00 Shipping Freight: $25.20 Grand-Total: $477.19 |
关税大概要：
$449.99 x 17%=76.5美元=495.5135元=500元
-》如果这次换货回来还要500元的关税的话，那就不要了。
而之前DHL的快递费是：27.2美元=180元左右
去打了DHL电话，得知：
1.把很轻的SSD从中国江苏寄送到美国，大概要300多，不到400元的运费
2.收到从美国寄回的新换的SSD，如果和之前一样需要付关税的话，那还的我再掏：500元左右。。
所以希望卖家可以：我寄出去就算了，然后你退回我产品的原价的一部分就算了。
免去我再付关税。
所以去回复：
Hi Jeremy, Before I send SSD to you. I asked the DHL international delivery service, and know: 1. the delivery fee will up to about 60$ of sending SSD to you from my here(Jiangsu Province, China) 2. the customs duties will up to 80$ of receive exchanged new SSD sending from your side but the maximum is only 25$ according to your last say: “we would be able to credit back up to $25 USD”. can not afford my delivery fee 60$ and customs duties 80$. and considering: 1. the SSD is your product quality issue, not my issue 2. the time have past more than one month which I can freely sales return and got full money. and what my suggest is two solution: Solution 1. your side can pay the full delivery fee and customs duties = 60$ + 80$ = 140$, then I will continue to next step for exchange new SSD process Solution 2. your side can return PARTLY of my money of buying your SSD product’s 449.99$=450$ I mean, I hope, I send the original product SSD to you, and your side do NOT exchange and send new SSD to me, BUT return back part of the product price to me. about how much the part of product price should be, we can discuss on it. I hope it is better to large than 50% of the price, that is >= (50% x 450$) = 225$. and I extremely hope your side can accept the Solution 2, and send back part of the price, then I can avoid pay the huge customs duties. what your option? BR, Crifan Li |
然后对方回复邮件了，竟然：
可以支持退款了！！！
Dear Crifan Li, At this time, we will be able to make an exception and process this back for a refund. You can use the same RMA information that you have already received, I have updated the notes on our end to process a refund instead of replacing the drive. If you have any further questions or concerns, please let me know and I’ll be happy to assist you! Sincerely, Jeremy M. Customer Experience 8 Galaxy Way Woodstock, Il 60098 The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL material. If you receive this material/information in error, please contact the sender and delete or destroy the material/information. Reproduction, or other use of this information without the express consent of the sender is prohibited Case: 00006152 |
然后继续回复：
Hi Jeremy, GREAT THANKS for your side’s understanding !!! still have some question to ask: 1.just to make sure: the refund money is the full price of buying your product = 449.99$, is that right? 2. just hope that: would your side will pay the delivery fee (about 60$ ) of using DHL delivery from mysids to yourside? for sure, I will take a photo of the delivery fee as prove the actual fee before your refund money back to me. I will send the photo via email to you. 3. could you please update my shipping address? should updated to: “Li Mao Room 1308 Building No. 21 of Hyde Park No. 1 HanLin Road, Suzhou Industrial Park District Suzhou City Jiangsu Province 215123 CHINA” also not forget added: Mobile Phone: +86 xxx 4. would you extend the RMA deadline? for “Return Deadline: September 21st 2017” there is only 3 days left, it seems thats delivery time will cost more that 3 days, so could you please extend the RMA deadline time? |
然后对方回复了：
Dear Crifan Li, To answer your questions: 1 – We will be able to refund the full purchase price if we determine the drive to have failed or not perform properly. If the drive does pass our testing, there would be a 15% restocking fee due to the time that has elapsed from the original order. 2 – We are changing systems, so right now, I wouldn’t be able to refund the shipping cost for you. Instead, I can make an exception and send a pre-paid shipping label for you to use. This would be through UPS. If that is ok, let me know and I’ll get the label over to you right away. 3 – I will update the address info on file. 4 – I have notated the return and extended out the deadline. Don’t worry about that date, as I’ll make sure it gets updated once the drive is shipped. Let me know if you have any further questions! Sincerely, Jeremy M. Customer Experience 8 Galaxy Way Woodstock, Il 60098 The information contained in this transmission may include CONFIDENTIAL information and is intended for the use of the individual or entity named above only. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this communication is strictly prohibited. Think before you print, to save energy and paper. -+=-=+-=+-=+-=+-=+-=+-+=-=+-=+-=+-=+-=+-=+-+=-=+-=+-=+-=+-=+-=+-=+-=+-=+-=+- Case: 00006152 |
第一条，感觉是：
如果是测试出硬盘问题，则会返回100%费用；
如果测试出硬盘没问题，则会扣掉restocking补进存货的费用-》那就是返回我85%的费用？
无论如何，我都接受的。
其他都理解了。
去回复：
Hi Jeremy, reply yours: 1.Agree with you, understanding your consideration. 2.It is OK for me to use UPS. So please send the pre-paid shipping label via UPS to me ASAP. Thanks. 3.Many Thanks. 4.Many Thanks. BR, Crifan Li Case: 00006152 |
之后收到回复：
Dear Crifan Li, I do apologize about the delay. Attached is the UPS label you can use to ship the SSD back. If you have any questions, please let me know and I’ll be happy to help! Sincerely, Jeremy M. Customer Experience 8 Galaxy Way Woodstock, Il 60098 The information contained in this transmission may include CONFIDENTIAL information and is intended for the use of the individual or entity named above only. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this communication is strictly prohibited. Think before you print, to save energy and paper. -+=-=+-=+-=+-=+-=+-=+-+=-=+-=+-=+-=+-=+-=+-+=-=+-=+-=+-=+-=+-=+-=+-=+-=+-=+- Case: 00006152 |
然后就可以去：
看看附件，UPS的label了：
此处，记录一下那个UPS Label的信息：
SHP#：92X7 X8SV KYN SHP WT：1 LBS DATE：22 SEP 2017 SHIP TO： OTHER WORLD COMPUTING 815-338-8685 OTHER WORLD COMPUTING SHIPPING 8 GALAXY WAY WOODSTOCK IL 60098 UNITED STATES IL 602 9-01 UPS SAVER TRACKING#：1Z 92X 7X8 86 9060 3910 1P BILLING：F/C RECEIVER 92X7X8 DESC：SSD RETURN SERVICE – PAYMENT GUARANTEED Reference # 1：534984I21R INV-RS POA UIS 19.5.48. MACNV50 90.0A 07/2017 Shipping: UPS 9/22/2017 11:08 AM |
然后自己回复：
Hi, Jeremy, Your reply is in time for me, thanks. And I will send the ssd to you via UPS. Thanks. BR, Crifan Li Case: 00006152 |
接着就是：
想办法尽快，寄给对方了。
然后就是：
后来，OWC还针对这个case，请求调查问卷
然后去给了中上等的评价：
过了2天，就送到美国了。
然后回复说已经送到了：
Hi Jeremy, I have use UPS to send the SSD to your side. Tracking Number: 1Z92X7X88690603910 this is the Proof: Tracking Number:1Z92X7X88690603910Service:UPS Worldwide Express Saver®Weight:1.00 lbDelivered On:2017/09/27 9:21Delivered To: WOODSTOCK, IL, USReceived By:BRADLeft At:Dock Please check it. And please refund my money back after your side test ASAP and let me know. Many Thanks. BR, Crifan Li |
然后对方回复说，收到了，测试过了，的确是硬盘有问题，给我退全款了，然后估计今天就会处理，估计3-5天退款能到我账上：
Dear Crifan Li, I do see that we received the drive back and have finished the testing. We did find that the drive was failing, so we will be able to process a full refund for you. That should be happening today, and I would expect the refund to be showing on your account in 3-5 business days. Let me know if you have any further questions or concerns and I’ll be happy to assist you! Sincerely, Jeremy M. Customer Experience 8 Galaxy Way Woodstock, Il 60098 |
那就继续等待结果吧。
转载请注明：在路上 » 【记录】和OWC的售后客服邮件沟通Aura SSD的全款退货问题