Liège? 列日!

我很滿意這間搬家公司的服務, 但是在船期的安排上, 因為雙方認知的差異, 讓我有些不愉快!

話說我在2002年7月1日, 就跟他們總經理敲定了QAF (QUOTATION ACCEPTANCE FORM) 的細節, 在我離台前2天(2002年7月22日)來家裡打包。 按照合約上所說, 船期約30天, 所以我們預計8月底會在比利時家裡收到海運的東西； 沒想到直到8月20日, 他們公司的小姐發了封mail, 告知船期是8月15日從台灣出發, 9月9日會到比利時, 我想如果再加上報關後運到我家, 也要到9月中了, 這樣前前後後也耗了50多天!!

我馬上打電話回台灣詢問為何這麼晚才裝船, 小姐說因為7, 8月是船期旺季, 很難拿到船位, 這是好不容易才排上的, 我是覺得有道理, 就沒再刁難人家, 可是史帝夫先生卻對這樣的回答不以為然, 覺得這是他們的問題, 要自行克服, 要我一定要寫信去給那位”總經理先生”抱怨一下, 不為什麼, 只是要表達我們的不滿, 這時讓我體驗到中國人的”大事化小”,及西方人的”就事論事”, 真是東西大不同啊!

平時上班為了公事不論, 要我為私人的事寫抱怨信還是第一次哩! 偏偏平時的我對自己的私事是”差不多”就好了, 現在只好用財務部工作的謹慎態度, 嚴肅的把所有可能的問題, 潛在的風險(如保險的問題)全想一遍後寫下來, 甚至“酸酸”的說到, 我的付款是”準時”的在打包完成的次日就全額電匯給他們, 自然也希望他們的服務能按照當初合約的要求, ”準時”完成!

E-mail出去後, 隔天馬上收到那位”總經理先生”的回函, 除了向我道歉外, 解釋了船期30天的計算方式, 船公司對於併櫃(LCL)定船位的要求, 以及保險方面的問題, 都給了我回答, 並表示以後會在合約上做更詳細的說明, 以免類似的誤解再度發生! 至此, 史帝夫先生才滿意的點點頭! 吼~~!!

附上當初的抱怨信及那位”總經理先生”的回函.............

Dear Peter,

I am very surprised that my effects were still in Taiwan last week. As my understanding, there is one vessel to Belgium every week. I believe Asian Tigers can foresee that booking vessel is quite tough during July, and will do it as early as possible since I sent QAF on 1/July. But now, the situation is, the departure date booked on 15/Aug, arrival in Belgium on 9/Sep. My questions are:

1. From my packing date 22/July to 9/Sep, it costs 50 days. It’s much more than the quotation 30 days.

2. Nobody inform me for this big delay, it impacts on my plan a lot. Some stuff are expected arrival within one month by shipment, that’s why we decided to ship rather than bring by ourselves.

3. For the door-to-door insurance policy, it only covers 60 days after packing while in Taiwan, I am not sure is there any delay happened again afterward. Who can take care of this risk?

4, I believe my full payment was arrived in Asia Tigers’s account on 23/July without any delay, I expect your service can be tight up with your quotation as well. That’s why I accepted HxxxxxxI’s suggestion to choose Asia Tigers to handle my personal event.

Look forward to receive your reply.

Regards

Dianne



Dear Dianne,

Thank you for your email. Firstly, I would like to apologize that your goods departured so late from Taiwan. The main reason was that every vessel was fully booked, and unfortunately the shipping line don’t accept any bookings on LCL shipments until we can advise the final weight and volume. As per our proposal 30 Days is the actual sailing time from port to port and does not include the time it takes from packing to departure and from arrival to delivery at your new residence. For future cases I will make corrections on our quotations to avoid this misunderstanding.

This does not affect your insurance policy. The 60 days means if your goods are in storage at origin or destination the policy will cover your goods for 60 days thereafter we need to arrange an extension. In your case you don’t need storage.

Once again, I am very sorry for the inconvenience caused.

Please do not hesitate to contact with me, if you have any questions.

Best Regards,
Peter


相片是2002年9月19日, 貨物運到比利時家門口, 史帝夫先生及公公在樓下準備幫忙的情形!


寫於2003/07/13