在加拿大遭遇不良服务 如何投诉？(2)

转一篇BBB投诉经验的帖子：

BBB.com接受投诉的业务是很多方面的。如果你遭受了不公待遇，可以考虑到BBB的网上填一份投诉信，BBB会随时告诉你处理事情的进展情况，最后给你一个正式的交待。

下面是我投诉America West Airline （US Airways)的整个过程。虽然US Airways 提前给我了结果，但因为我没有及时通知BBB，BBB还是跟US Airways 打了交道，获得了US Airways 给我的处理结果，并把结果复印了一份，用信件给我寄来，整个过程将近1个月时间。

1、事因：

今年九月初去加州开会，路上在某城市转机，一路上来回被America West Airline （与US Airways合营）折腾。在十月初，我在 US Airways 网页上提供的"E-Mail Customer Relations"( http://www.usairways.com/awa/content...tionsform.aspx)写了一封详细的投诉信。可惜，那个comments限制“Maximum - 2000 characters”，填完之后是提交上了，但我的内容是按两次发的。虽然我提供了email地址，过后却没有及时给我反馈，告诉我是否收到了我的投诉或者comments，这搞得我很不爽。于是，我google 了他们的email：US_Customer_Relations@usairways.com，发了两次都没发出去，被弹回来，地址无效。这下让我更觉得他们不会搭理我了。恰巧之前不久在买买提某个版上看到，可以到http://www.bbb.com上去投诉。等了2天之后，依然没获得US Airways反馈，我就到BBB上投诉。投诉信内容如下，当时写得比较仓促，看了别笑。

=============================

2、投诉 America Airline的信：

Subject: Complaint: Extremely unhappy trips: xxxx <-yyyy-> zzzz

Dear Sir/Madam,

On September 00, 2006, I took America West Airline from xxxx to yyyy (Flight # 000). On the way from zzzz transit to yyyy, the flight was delayed on the airport at least one hour without any excuse (#000). I was trapped on the plane and had to endure the starvation because I did not like the junk food ($5) provided on board until I arrived in zzzz for the unexpected and abnormal delay.

When I returned from yyyy on September 00, the flight (#000) was cancelled, I was rescheduled and had to take a Frontier flight to wwww, and then walked from terminal 1 to 3 to transit to an America West flight from wwww to zzzz. An about 2 hours flight finally took me 5 hours to arrive zzzz airport. Still the same, I was starved and extremely tired.

However, the nightmare did not end yet. When I was at yyyyy airport, the lady who made the changes, seemingly and superficially friendly said she would print all the tickets for me, the tickets from yyyy to zzzz, and zzzz to xxxx. Of course, I would be glad for this service. Unfortunately, when I was trying return to xxxx from zzzz, at the safety checkpoint, I was denied to pass. Guess what happened? The ticket (printed for me) was not boarding pass. What? I was totally confused. You know what? What the lady at checkpoint said "it is a coupon". I couldn't believe that because on that ticket, there is "boarding pass" on the right side. How could I know whether it was a "board pass" or a "coupon" with both information on the same ticket? I arrived at zzzz airport at 8:00 am September 00, and got to the checkpoint at 8:40 for the long waiting line. Due to the misleading information, I could not catch the flight (#000).

Although I was rescheduled to the next available flight which was 2 hours later, I had to waste my time at the airport for the misleading air ticket, and once again had to be starved.

I couldn't believe these could happen to me on all the way to and from the same trip: delayed, flight cancelled, and wrong ticket information. Therefore, I am here to request that America West Airline compensate me for the delayed flight, cancelled flight and the waste of my time. And that a nonstop flight from zzzz to yyyy turned into 1-stop trip did not deserve that much of fare. I am sure I have the right to ask for the compensation and the reimbursement. I am looking forward to receiving your response as soon as possible.

Sincerely,

aaaa

－－－－－－－－－－－－－－－－－－－－－－－－－－－－－－
3、US Airways 的回复信

应该说他们还是很快处理了我的complaint.

Dear xxxx

Thank you for contacting Customer Relations at US Airways. We appreciate hearing from our customers and having an opportunity to address their concerns.

Please accept my apology for the disappointing service you received. Our Customers deserve a pleasurable experience each and every time they fly with us, and I am sorry this trip did not meet your expectations. your comments are important and have been forwarded to the appropriate managers for a review. The intent here, of course, is to use your feedback as a training tool for our employees and a means of making positive changes in our service.

We would appreciate another chance to earn your business. I have enclosed one $200 Transportation Voucher as an invitation for you to travel with us again. The compensation issued is valid toward travel on US Airways and America West. Please be advised, travel documents are not valid with Internet bookings. All travel must be completed by the expiration date. In addition, please ake a moment to read the terms and conditions of use to receive the full benefit of this compensation. When you are ready to make your future travel arrangements, please call our Reservations Department at 1-800-xxx-xxxx.

We appreciate and value your business. We're working hard to earn your continued patronage. Thank you for giving us the chance to do so.

Sincerely,

xxxxx
customer Relations
Corporate Offices

Enclosures

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4、BBB处理投诉的经过

我在BBB.com网上直接填的投诉信，过了大概一星期之后，BBB给我发了一个email，告诉我complain错地方了，并把我的信转给该complain的地方去。

Complaint ID#: 11111111
Business Name: Us Airways

The company's customer service is handled outside our service area.

For your convenience, we have forwarded your complaint. If you have any further questions, please contact the following BBB:

The Better Business Bureau
xxxx N. xxth Street
Xxxx, XX xxxxx-xxxx


Sincerely,

xxxxxx
Analyst
BBB Complaint Department
xxxx@xxxx.BBB.org

===========================

大概10天之后，US Airways给BBB写了封信（BBB把复印件给我寄了一份）：

Dear XXXXX:

Thank you for your inquiry regarding one of our customers.

This matter was addressed. Attached is a copy of our response to YYYYY. No additional correspondence was received from the customer; therefore, we consider this file closed.

If I can be of further assistance, please feel free to contact me.

Sincerely,

xxxxx
Customer Relations
Corportate Offices

============================

又过了大概10天，BBB给我寄来了信，连同US Airways给我和给BBB的信复印件。

这是BBB给我的信：

RE: 0000000 - U.S. AIRWAYS

Dear XXXXX:

The Better Business Bureau of Central/Northern XXXXX (BBB) has communicated your complaint to the subject company.

Please review the company's response and specify in writing if there are issues still needing to be addressed. If your complaint relates to contracts ,repairs, or billing, please provide any documentation (copy of contract, invoices, etc.) to support your position. Any furthur information you provide will be reviewed by the BBB and sent to the company for possible further reply.

To save time and postage, you may view the company's response and respond to it online at:www.data.bbb.org/xxxx.html; enter your complaint ID# xxxxxxxxx, and zip code xxxxx to log in.

If we do not receive a response from you within 10 business days, we will close the complaint accordingly. If you need more time to respond, please contact us for an extension.

Thank you for using the BBB to assist you in resolving your dispute.

Sincerely,

xxxxxx
Dispute Resolution Consultant
xxxx@xxxx.bbb.org
000-000-0000

===============================

在BBB（www.data.bbb.org/xxxx.html： ）网上可以跟踪到的处理过程

Steps

Date Completed---- Step Description ---------------- Date Due
10/10/2006 -------- Cu Correspondence Received

10/13/2006--------- Acknowledgment to Cu-- ---------10/13/2006

10/13/2006------ Copy of Cu Correspondence to Co--- 10/23/2006

10/23/2006------- Follow-up to Co------------------ 10/30/2006

10/23/2006-------- Co Reply Received----------------10/23/2006

10/30/2006-------- Copy of Reply to Cu------------- 11/04/2006

Documents

10/13/06 Complaint Form-10-10-2006
10/30/06 Reply-10-23-2006

在同一页面下，还有一项是如果不满意处理结果，可以填下面的内容，要求进一步处理：

Reopen
( )I would like to reopen my case for further processing because:


－－
Please note that the Better Business Bureau provides 10 business days for a company to respond to each request. The BBB has no legal authority to compel any company to respond or to offer any specific adjustment.

我希望贴这个详细的过程能够有助于你在商业过程中招受不合理，不公证的对待时，去BBB投诉时，怎么做得更有效些。

======================

最后，无论处理结果怎么，请务必都要给BBB写一封感谢信。我对US Airways的处理结果比较满意，我也要给自己10天时间，再给BBB和US Airways回一封typed信件。
__________________

安省汽车保险

按:  一直在注意看汽车相关的东西，为有辆车作功课，特别是最近有朋友出了车祸，贴个原版保险介绍。另外，如果在CAA注册了的话，据说200元的拖车费可以找CAA报销，另外，拖到的地方可能收你50刀停车费，所以，有的直接就拖到报废厂去了。据说，汽车保险可以办暂停。都是据说，还没实践过。

下面摘自安省保险事务委员会（ONTARIO INSURANCE COMMISSION）官方网站，中文是我的翻译 : http://www.fsco.gov.on.ca/english/insurance/auto/undautoins.asp#basicInsPolicy

What's in a Basic Automobile Insurance Policy?

基本保险
If you own a vehicle in Ontario, you are required to, at the very least, purchase the following automobile insurance coverage:
如果您在安大略有一辆机动车，下面的保险您是一定要买的：

Third-Party Liability Coverage（第三方保险）:

This section of your automobile insurance policy protects you if someone else is killed or injured, or their property is damaged. It will pay for claims as a result of lawsuits against you up to the limit of your coverage, and will pay the costs of settling the claims. By law you must carry a minimum of $200,000 in Third-Party Liability coverage. 这个保险在有其他人被撞死或者受伤或者他们的财产受损失保护你。它会支付依法裁决的您应支付的部分，最高达到您保费的限额，并且支付安置费。法律规定，您必须购买至少20万的第三者保险。

Statutory Accident Benefits Coverage（事故津贴）:

This section of your automobile insurance policy provides you with benefits if you are injured in an automobile accident, regardless of who caused the accident including supplementary medical, rehabilitation, attendant care, caregiver, non-earner and income replacement benefits. 这个保险在您在车祸中受伤时提供津贴，包括医疗补助、复原、照顾、照顾者、无收入、收入替代津贴，无论责任方是谁。

Direct Compensation - Property Damage (DC-PD) Coverage（直接损失险）:

This section of your automobile insurance policy covers damage to your vehicle or its contents, and for loss of use of your vehicle or its contents, to the extent that another person was at fault for the accident. It is called direct compensation because even though someone else causes the damage, you collect directly from your own insurer, instead of the person who caused the damage. 在车祸中其他人有责任时，这个保险赔付您的机动车的或者车内的财物的损失、以及由这些损失造成的损失。之所以叫直接损失险，因为您直接从您的保险公司得到赔偿，而不是找造成损失的人要钱。 Note: Coverage under the DC-PD section of your automobile insurance policy only applies if the following conditions are met: the accident took place in Ontario; there was at least one other vehicle involved in the accident; and at least one of the other vehicles is also insured by an insurance company that is licensed in Ontario or has signed a special agreement with FSCO to provide this coverage. If these conditions are not met, then you can make a claim on your optional Collision coverage (if you have it), whether or not you are at fault. If you don't have Collision coverage, you may be able to pursue recovery from the at-fault driver to the extent you were not-at-fault for the accident.

Uninsured Automobile Coverage（无保险车辆险）:

Protects you and your family if you are injured or killed by a hit-and-run driver or by an uninsured motorist. It also covers damage to your vehicle caused by an identified uninsured driver. 在您或者您的家人被无保险车辆撞死或撞伤时保护您，也包括您的汽车的损失。

下面是其他一些保险，据说新车要买全保，不知道除了上面基本四险还有那些。

Increasing Your Liability and Accident Benefits Coverage

提高您的可靠性和事故津贴保险覆盖面
In addition to the mandatory minimum coverages that are required by law, you may purchase higher liability limits under your Third-party Liability coverage, as well as increased Accident Benefits coverages.
Your insurance representative will be able to help you decide what level of coverage is best for you.

Increased Third-Party Liability Coverage:

While you are legally required to carry a minimum of $200,000, you may want to increase this coverage. The cost to increase your Third-Party Liability coverage to $1 million or $2 million is small in most cases.

Optional Accident Benefits Coverages:

You may also want to consider increasing your Statutory Accident Benefits coverage by buying any or all of the optional benefits listed below. Income Replacement Benefits: If you cannot work as the result of an automobile accident, you may be eligible for basic weekly income replacement benefits of up to $400. If this is not enough to cover your current after tax income level, you may want to consider buying optional income replacement benefits to increase your maximum weekly protection to $600, $800 or $1,000. Medical, Rehabilitation and Attendant Care Benefits: The standard maximum amount for medical and rehabilitation expenses, such as physiotherapy, chiropractic treatment, dental expenses, etc., is $100,000. If you are catastrophically injured, the standard maximum is $1,000,000. The standard maximum for attendant care is $72,000. If you are catastrophically injured, the standard maximum is $1,000,000. You can buy optional benefits which will cover up to $1,172,000 in additional medical, rehabilitation and attendant care expenses, and up to $3,000,000 for catastrophic injuries. Caregiver Benefits: If you are providing care full-time to dependants and can no longer provide that care as the result of an automobile accident, you may be eligible for caregiver benefits if you need to hire someone to care for your dependants. The standard maximum amount for caregiver benefits is $250 per week for one dependant, plus $50 per week for each additional dependant. If you buy optional caregiver benefits, the coverage increases to $325 per week for one dependant, plus $75 per week for each additional dependant. Dependant Care Benefits: You can only claim optional dependant care benefits if you were employed at the time of the accident, are not receiving a caregiver benefit, and have to pay for additional childcare expenses as a result of the accident. Optional dependant care benefits cover up to $75 per week for the first dependant and $25 for each additional dependant. Death and Funeral Benefits: In the event that you die as a result of an automobile accident, the standard amount which will be paid is $25,000 to your eligible spouse or same-sex partner, $10,000 for each dependant, and a maximum of $6,000 for funeral expenses. If you buy optional benefits, you can increase these amounts to $50,000 to your eligible spouse or same-sex partner, $20,000 for each dependant, and $8,000 for funeral expenses.

Before you purchase any of these coverages, check to see if you have these benefits available to you at work or elsewhere. If they are, you may not need to buy optional benefits.

Extra Coverage for Loss or Damage to Your Vehicle

In addition to the basic policy coverages you may also buy extra coverage for loss or damage to your vehicle including:

Specified Perils Coverage:

This coverage pays for losses caused by one of the following perils: fire; theft or attempted theft; lightning, windstorm, hail, or rising water; earthquake; explosion; riot or civil disturbance; falling or forced landing of an aircraft or parts of an aircraft; or the stranding, sinking, burning, derailment or collision of any kind of transport in, or upon which an insured vehicle is being carried on land or water.

Comprehensive Coverage:

This coverage pays for losses, other than those covered by Collision or Upset, including perils listed under Specified Perils, falling or flying objects, missiles and vandalism.

Collision or Upset Coverage:

This coverage pays for losses caused when an insured vehicle is involved in a collision with another object, including another vehicle, or rolls over. "Object" includes: another vehicle or a trailer that is attached to the vehicle that is covered by your insurance policy; the surface of the ground, and any object in or on the ground.

All Perils Coverage:

This combines Collision or Upset and Comprehensive coverages. In addition, it covers loss or damage caused if a person who lives in your home steals the vehicle that is covered by your insurance policy. All Perils also covers you if an employee who drives or uses, services or repairs that vehicle, steals it. For example, if you take your vehicle to a garage for repairs and an employee involved in the repair of your vehicle steals it, All Perils would cover you.

Note: A deductible may apply to all of the above coverages.

Other Optional Enhancements to Your Coverage

Additional optional enhancements, also known as policy endorsements or Ontario Policy Change Forms (OPCF), are special agreements that allow you to change, add or reduce the amount of coverage for certain situations.
The four most common policy endorsements are:

Rented or Leased Vehicles (OPCF 5):

This endorsement extends coverage to a vehicle that you drive, but that is owned by a leasing company.

Loss of Vehicle Use (OPCF 20):

This coverage covers the cost of a rental vehicle while your vehicle is being replaced or repaired, if the damage or loss is caused by a peril for which you are insured.

Liability for Damage to Non-Owned Automobile(s) (OPCF 27):

This endorsement provides physical damage coverage to vehicles that you may operate but do not personally own – such as a vehicle that you have rented or borrowed – subject to a deductible.

Removing Depreciation Deduction (OPCF 43):

This coverage removes the insurer's right to deduct depreciation from the value of your vehicle when settling a claim for loss or damage caused by a peril for which you are insured.

Family Protection Coverage (OPCF 44R):

This coverage protects you, or an eligible member of your family, to the same limits as your Third-Party Liability coverage if you are involved in an automobile accident where you are not at fault, with someone who carries less insurance, no insurance, or is an unidentified driver (e.g., hit and run).

Please keep in mind that these are only some of the many policy endorsements available for purchase. Ask your broker, agent or insurance company which policy endorsements would benefit you.
下面是两个官方网址:
<汽車保險消費者權利法案>
http://www.fsco.gov.on.ca/english/pubs/consumerbrochures/Bill_of_Rights_Chinese.pdf
这是关于保险的:
http://www.fsco.gov.on.ca/english/insurance/        

美国血拼攻略

长周末假期，温度适中，天气晴朗，是和家人好好享受夏天的难得机会。安排好渡假活动没有？除了后园烧烤，或者到郊野公园露营，到美国购物也是不错的安排，碰上近日加币超强势、美国经济仍待振兴、八月又是零售业换季倾销时节，南下一趟，很容易就情绪激动、满载而归。

直销购物商场(Outlets Mall)越来越大行其道，甚至由发源地推广到全球，其受欢迎的原因，是顾客以较廉宜的价钱买到名牌商品，虽然不是最新款式，但胜在比正价便宜一大截，加上现在很多店铺都以BOGO(Buy one get one买一送一或劲减)的形式促销，令买的人益发觉得节省甚多，所以无论男女，一到直销商场，都很容易兴奋忘形，豪气十足。

季节更替 割价倾销

据美国的朋友介绍，每年二月及八月，是商店换季倾销的时候，通常会一减再减，名牌Tee 或者裤，十元八块便有交易；名牌运动鞋低至二、三十元；至于广受华人喜爱的名牌手袋，三、五百元可能减至一百，难怪店内总是人头鑽动，店外则盘着人龙，女士们一进去便忘乎所以、流连忘返，然后提着大包手件出门。

笔者在北美生活十多二十年，对于美国购物有多次实战经验，想买得有效率，不妨考虑几个要素。



有备而战 提高效率

首先，出发前要做好资料搜集，包括了解本地的货品价格，知道如何比较价钱。

了解返回加国携带物品的免税额。按照加拿大海关规定，居民离境24小时或以上，可免税携进价值50加元的货品；48小时或以上，免税货品额为400加元，7天或以上限额为750加元。详情见网页http://www.cbsa-asfc.gc.ca/media/facts-faits/060-eng.html

然后选定目的地，全美各州都有规模不同的直锁购物中心(见附表)，比如邻近安省的纽约州就有远近几个，可以到商场的网站了解情况，包括位置、驾驶路线、店铺名单，确定自己心仪牌子的店铺在名单之内。美国各州徵收的锁售税率不同(详见附表)，有人会据此选择到哪个州购物。

预订酒店 劳逸结合

如果打算逗留两天或以上的，不妨提前安排好住宿，有些商场与附近的酒店旅馆合作，为购物者提供住宿优惠，也可以到预订酒店的网站挑选地点适中，价钱理想的酒店。如www.priceline.com(可以自己出价试投指定类别的酒店)、www.expedia.ca、 www.travelzoo.com、www.travelocity.ca、www.hotels.com等。但要留意条款细节，包括取消预订、有否早餐、免费上网及泊车等。如果扶老携幼南下，考虑到未必人人都能在商场内消磨一整天，最好安排附近有游乐设施或消闲活动的地点。

到达商场以后，先控制住自己激动的情绪，到谘询处索取商场指引，上面可能有店铺的折价优惠券，提供更大的节省。然后便是重点出繫，提高效率，如果一开始便逢店必进，很快就会筋疲力歇，弹药耗尽，到头来发现喜欢的牌子还一家未看。如果是联同家人或朋友同游的，不妨分头行动，各取所好，必要时可以携备对讲机联络。



避开高峰 轻松过关

大部分人到美国购物的目的地都是直销商场，其实很多商店都有大量质优价廉之选，比如平民化路线的Kohl’s 和Target等，即便大型百货公司很多时也有割价大倾销，相当吸引。

长周末往往是南下购物的高峰时期，驾车过边境等候过关的时间随时可以长达数小时，为免浪费时间，最好提早出发，比如天亮之前，或者入夜时分，想了解轮候过关最新情况，可到加拿大海关网站http://www.cbsa-asfc.gc.ca/bwt-taf/menu-eng.html

邻近州份大型商场点评

直销购物商场遍及美国各州，以Premium及Prime等集团规模较大，而Premium又较多优质品牌店铺。这裡列一些邻近安省的商场资料。

纽约州

• Woodbury Common Premium Outlets

Central Valley, NY

Phone: 845-928-4000

http://www.premiumoutlets.com/outlets/outlet.asp?id=7

点评：名店汇聚，规模亦大，有197家店铺。是纽约附近较为热门的直销购物中心。

• Waterloo Premium Outlets

Waterloo, NY

Phone: 315-539-1100

http://www.premiumoutlets.com/outlets/outlet.asp?id=9

点评：离多伦多约三小时车程，规模适中，有86家店铺，位于五指湖区，附近有酒庄、风景游览区及赌场，适合不同玩法。



• Fashion Outlets of Niagara Falls USA

Niagara Falls, NY

Phone: 716-297-2022

http://www.outletbound.com/cgi-bin/enh_center.cgi?state_cd=NY&geocity=8DKTQ5FP

点评：离多伦多最近的outlets，77家店铺，胜在够近，从大瀑布一过海关不远即到。

宾夕凡尼亚州

• Prime Outlets at Grove City

Grove City, PA

Phone: 724-748-4770

http://www.outletbound.com/cgi-bin/enh_center.cgi?state_cd=PA&geocity=89RGPTSL

点评：110家厂商直销店，从多伦多出发大约四个半小时车程

• Rockvale Square Outlets

Lancaster, PA

Phone: 717-293-9595

http://www.outletbound.com/cgi-bin/enh_center.cgi?state_cd=PA&geocity=8M5LPNBS

点评：74家店铺

• Franklin Mills

Philadelphia, PA

Phone: 215-632-1500

http://www.outletbound.com/cgi-bin/enh_center.cgi?state_cd=PA&geocity=8QJHPNFF

点评：77家店

维珍尼亚州

• Leesburg Corner Premium Outlets

Leesburg, VA

Phone: 703-737-3071

http://www.outletbound.com/cgi-bin/enh_center.cgi?state_cd=VA&geocity=8J2NPHJT

点评：105家店

• Potomac Mills

Prince William, VA

Phone: 703-496-9301

http://www.outletbound.com/cgi-bin/enh_center.cgi?state_cd=VA&geocity=8JPTPFDC

点评：114家铺，在华盛顿以南约半小时车程



麻萨诸塞州

• Wrentham Village Premium Outlets

Wrentham, MA

Phone: 508-384-0600

http://www.outletbound.com/cgi-bin/enh_center.cgi?state_cd=MA&geocity=91MFQ090http://www.outletbound.com/cgi-bin/enh_center.cgi?state_cd=MI&geocity=80H8Q6B7

点评：共有148家工厂直销店，是规模较大的商场，波士顿市向南约半小时车程可到

密芝根州

• Prime Outlets at Birch Run

Birch Run, MI

Phone: 989-624-4868



点评：121家店

美国各州销售税率一览

US State Sales Tax Rates
State State sales tax rate (January 1st, 2010)%

Alabama 4.0
Alaska nil
Arizona 5.6
Arkansas 6.0
California 8.25
Colorado 2.9
Connecticut 6.0
Delaware nil
Florida 6.0
Georgia 4.0
Hawaii 4.0
Idaho 6.0
Illinois 6.25
Indiana 7.0
Iowa 6.0
Kansas 5.3
Kentucky 6.0
Louisiana 4.0
Maine 5.0
Maryland 6.0
Massachusetts 6.25
Michigan 6.0
Minnesota 6.875
Mississippi 7.0
Missouri 4.225
Montana nil
Nebraska 5.5
Nevada 6.85
New Hampshire nil
New Jersey 7.0
New Mexico 5.0
New York 4.0
North Carolina 5.75
North Dakota 5.0
Ohio 5.5
Oklahoma 4.5
Oregon nil
Pennsylvania 6.0
Rhode Island 7.0
South Carolina 6.0
South Dakota 4.0
Tennessee 7.0
Texas 6.25
Utah 4.7
Vermont 6.0
Virginia 5.0
West Virginia 6.0
Wisconsin 5.0
Washington 6.5
Washington DC 6.0
Wyoming 4.0