一封来自亚马逊的道歉信
近日，一名来自加拿大卡尔加里的女孩Maggie Harder在网上购物的时候，看到几件写着对自杀带有鼓励、嘲讽意味口号的T恤在亚马逊(amazon.ca)出售。一件T恤上标注着：“旁观自杀(Suicide Watch)”;一件T恤上写着“自杀使我们的生活变得更轻松(Suicide makes our lives so much easier)”;还有一件标注着“得了抑郁症?(got depression?)”。
于是她坐不住了，在网上发起了联名上书，并发邮件给亚马逊，要求亚马逊立即下架这些带有歧义的T恤。截至上个星期五，一共筹得23，000个签名。
一些支持者告诉Maggie，他们过去曾多次在亚马逊上与商家协商并取得商家同意下架某些带有“争议”的物品，实际效果甚微，那些商品至今仍然招摇过市。
印象当中亚马逊客服遇到投诉总是那句话：“您的意见已经收到，稍后会给您答复。”(稍后由多后，永远有多远?)，但是这次他们却以最快地速度回复了Maggie.
收到回应后，Maggie即兴奋又惊讶，几乎不敢相信自己的眼睛。她说：“我不知道亚马逊会如此迅速作出反应，我听说亚马逊的客服经常‘保持缄默’。但事实上并非如此，他们的回应是相当专业的，还诚恳地道了歉。”
这封来自亚马逊的电子邮件带着标准的亚马逊标志，并友好地从“您好，这是一封来自亚马逊客户服务的邮件”开始，以“最诚挚的问候。您的反馈将帮助我们建立地球上最以客户本的公司。谢谢!Kumaresh R. 亚马逊(Amazon.ca)。”结尾。
“对这个商品请接受我们诚挚的歉意。我们已经将您的意见转达给有关部门，并将在短期内下架这些T恤。只此一次，以后不会再有同样的事件发生。”亚马逊客服Kumaresh R.写到。
Amazon.ca对有关媒体确认承诺会将这些有“歧义”的T恤下架，但没有公布正式的.执行时间。
Maggie 的父母认为，如果这次亚马逊确实贯彻其承诺，对那些有“歧义”的T恤做下架处理，对他们来说意义重大。他们想让人们知道，世界上最有征服力的武器就是语言。即使是衣服上的小小信号也许就会影响人的一生。另外，他们还想告诉全天下的孩子，不管你们几岁，不管你们在哪里，你们所做的每一件小事都会影响着全世界。
亚马逊道歉邮件全文如下：
Hello from Amazon.ca
I completely understand your concern in this regard.Please accept our sincere apologies for this listing on our website.
Customer feedback like yours really helps us continue to improve our store and provide better service to our customers.This being the reason, I’ve forwarded the information regarding this listing to the appropriate people internally to investigate further and to take appropriate actions to remove Suicide T-shirts related items from our website as soon as possible.
We realize this incident reflects negatively upon Amazon.ca
and the feedback you've provided has been passed on to the relevant people.
We do want to make sure that our site is safe and convenient for all buyers, and for that reason there are rules governing the listing of certain items.
Since I've forwarded this to the appropriate department I can assure you that soon we will remove this item from our website.
In addition to a wide selection of items, one of our aims at Amazon.ca is to provide a convenient and efficient service; in this case, we have not met that standard, please accept my sincere apologies.
I'm very sorry about all of this. I hope you'll consider this an isolated incident and give us another chance in the future. Thanks for your patience and understanding. Thanks for giving us time to find the best solution.
We'd appreciate your feedback. Please use the links below to tell us about your experience today.
Best regards,
Kumaresh R.
想起《老炮儿》里面那群围观群众，吆喝着别人去死就象跨年一样那么欢喜。生命之贱在他们眼里雷同碰瓷和讹诈没有巧合。但是，规矩是这样写的：不可以无耻地做“围观者”。不去围观就是对人最大的善意。