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February 19,2009

BT 怎麼也變了

Hello,

我是BT的用戶,日昨發現BT的一項"Friends & Family" 的服務項目中,客戶的 Address Book 裡的國家欄選單 "Taiwan" 被標示成 "Taiwan, Province of China",我寫信去 BT 抱怨,叫他們改成 "Taiwan',曉以大義說台灣從來不是中華人民共和國的一部分,而且同樣在他們國家欄上的 Hong Kong 和 Macao 都沒有被標示成 Province of China,再加上改這個名並不是很困難的事,希望他們儘速改進.

但是 BT 回電說,他們查了 Google, 說台灣是中國的一部分(geographically correct),但是他們不知道 Hong Kong 或是 Macao 是不是中國的一部分,總之他們認為這是正確的資訊,死不肯改我希望英社的朋友們能夠一人一封抱怨信給BT,讓他們正視這個問題,以下是我最初寄給他們的抱怨信,大家可以參考一下BT 給顧客抱怨的網址:

http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_afdpage.php?p_sid=vzREIIqj&cat_lvl1=770&cat_lvl2=982&p_cv=2.982&p_cats=770,982&p_param=p_afd_subject=BT.Com%20website&p_afd_inc_router=Webmaster&p_afd_kana_target=webmaster@bt.com&p_afd_form_id=contactus_send_btcom_complaint&p_afd_customer_classification=complaint&p_afd_customer_category=BT.Com%20Site&p_afd_cat_lvl1=&p_afd_cat_lvl2=&p_afd_cat_lvl3=&p_source=helpandsupport
 
感謝
 
林小姐 

以下是林小姐的英文版抗議信, 一人一信! 

After logging into my BT account, in the 'Friends and Family' section, the country selection list of the Address Book wrongly lists my home country 'Taiwan' as a Province of China. My country is not "Taiwan, Province of China" but simply "Taiwan", an independent country which has never been governed or owned by the People's Republic of China. In listing Taiwan as a Province of China, BT has taken a political stand in favour of the propaganda statement made by the Chinese government (the People's Republic of China). BT's biased position can also be seen from the fact that BT does not list Hong Kong and Macao, both on the country selection list of the Address Book window, as Province of China", while they truly are.
 
I understand the country selection menu is probably taken from the ISO website, but I also understand that this is a mistake that can be fixed easily. I truly hope that this error can be corrected as soon as possible and save other prospect customers from Taiwan from humiliation.
 
Thank you.

Regards,


(Leo, source: Miss Lin)
 


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以前
BT不會這樣耶

寄了
Posted by Leo at February 19,2009 17:19

補充一下
不知道為什麼
寄出去之後心情特別好

大概是悶太久了
Posted by Leo at February 19,2009 17:30

I think the letter is too gentle. We should strongly express ourselves. Be polite but tough. Offensive is the word we should use.
Posted by torrents at February 20,2009 06:09

我發現這個傾向在英國越來越嚴重，我之前在美國時都沒有遇到這個情形。馬政府上馬後，台灣的國際關係越來越倒退。
Posted by Brenda at February 21,2009 07:47

Winnie寫的抱怨信, 謝謝 Dan.

Dear BT services,

Recently I have found an error in your list of countries of your web site - Taiwan is currently listed as "Taiwan, Province of China". I am Taiwanese, and it is upsetting to have my country incorrectly labelled as "a province of China". Please could you correct the name to "Taiwan" or "Taiwan, ROC", which is our official title. Please don\\\'t get confused between ROC and PRC (the latter being China), the former being Taiwan. The error is present at the following addresses: https://www2.bt.com/addressbook?siteArea=con.mya.pab (BT customer \\\'address book\\\' page) http://www.globalservices.bt.com/globalLocation.do?method=VIEW&country=tw (BT HQ address) I always believe BT is working hard to provide the best services for all its customers in the UK, and of course trying to avoid upsetting your customers or humiliating yourselves. I do really appreciate your efforts for the good quality services; however, nationality is always a very sensitive and upsetting issue within customer services. I don\\\'t think you purposely mis-worded your customers\\\' nationality, but may have just chosen the incorrect ISO 3166 countries list as the source of your countries list. The error is truly upsetting to all Taiwanese. It\\\'s just like someone categorising the UK as part of the USA - how would you feel about that? The incorrect ISO list is now the subject of legal proceedings between the Taiwanese Government and the ISO organisation in Geneva, Switzerland. I don\\\'t think such a nice company like BT would want to get involved with this issue - it should not be difficult for you to amend the name. Don\\\'t you think correct wording is the least you can do to show respect for your customers? ... you do have the name correct in some places, eg: http://www.thephonebook.bt.com/publisha.content/en/search/international/record.countryinfo.publisha?id=L214 I would be really grateful for your corrections as would all Taiwanese living in the UK and elsewhere. The following two links may provide you with more information to understand Taiwan. 1. BBC\\\'s "Country Profile" about Taiwan http://news.bbc.co.uk/1/hi/world/asia-pacific/country_profiles/1285915.stm 2. Taiwanese Tourism Bureau http://eng.taiwan.net.tw/lan/Cht/about_taiwan/general.asp?id=1

Thank you again for the help!

Best Regards,

姓名 , BT customer from 地址 (電話號碼)
Posted by Leo at February 23,2009 10:13

楊秋興"全省"縣政藍圖
http://www.kscg.gov.tw/tw/CP/10009/past-history.aspx
民國三十四年台灣光復
日治時期
迄民國三十四年，台灣光復止
http://www.kscg.gov.tw/tw/CP/10088/blueprint_04.aspx
調整畜牧生產銷售
約佔全省養豬頭數十分之一
http://www.kscg.gov.tw/tw/CP/10088/blueprint_03.aspx
公平處理勞資爭議
赴大陸或海外投資等
http://www.kscg.gov.tw/tw/CP/10048/white-book_01.aspx
人力素質的提升
全省排名第3名
Posted by Taiwaner at February 26,2009 07:57

見識到國民黨政治意識型態的遺毒
Posted by Leo at February 26,2009 23:42
哈哈哈～不小心看到自己的email被貼了出來，真是害羞...
不過既然如此，我就把訊息補完整一點...跟大家分享我們不同用字淺詞的想法...

個人和我們家那口子內心都偷偷覺得通常臺灣人在抱怨事情的時候（尤其是這種國家大事，）用字淺詞都過於強烈...
一來是收抱怨信的系統工程師又不是欠我們一百萬，幹嘛那麼兇？！再來就是，很多時候做customer services都是最基層的員工，他們只能幫你把訊息向上傳達，並不能立即做任何修改（更有些時候是系統外包，）...所以如果我們把第一線人惹惱了，是不是他就很有可能直接delete我們的抱怨？這樣我們的訴求不就出師未捷身先死？如果是這樣，那實在就太可惜了，對吧？！
俗話說，禮多人不怪，得饒人處且饒人...我們是覺得將心比心，如果我是收信的員工，我最不想看到什麼樣的內容？或是怎麼樣的內容才會促使我去處理這抱怨？Well...這都是我們自己的猜測，但是把臺灣誤植成中國一省的可能並不是那些公司，而是背後更大的集團，或者就是罪魁禍首ISO吧？！那些用ISO系統的公司，可能從來就沒有注意到他們已經把台灣變成中國的一省了！ 真的，很多時候我覺得外國人根本就不在乎這個議題，他實在沒有必要故意去觸碰這條警戒線，如果是你，你會在設計程式/網頁的時候，故意把巴基斯坦跟印度議題擺上去嗎？
我們寫這封信或許態度不夠強硬，也或許會有點消極...但我們真的不指望他們能立即更改（這裡可是英國呢=.=），只是希望藉由自己和大家的力量讓慢慢喚起他們內部的聲音/重視，然後聲音一直傳到有能力做更改的人，目的就達成啦，不是嗎？

正名這條路上，或許我們只是個嫩喀...
但是，我們會一直堅持自己的想法，慢慢做下去...
Posted by Winnie at February 27,2009 21:11

Polite is necessary but being tough and strongly express ourselves do not mean harsh.
Posted by torrents at March 1,2009 06:54

Dears,

台灣正名, 你我都有責任!

日本政府目前正在研擬修訂外國人登錄制度，因此包括日本的李登輝之友會等友台團體，發起要求法務省趁此機會改正有關在日台灣人各種文件的國籍，將現行的「中國」修改為「台灣」。

讓我們成為一個正統的台灣人: http://www.wretch.cc/blog/S06300219/31587164&is_shared=1

(請進去連暑, 並多多宣傳~) 這是第二階段到03/31/09’止

第一階段的10,000票, 台灣區連署只有4000多人,

其他多虧日本當地的華僑及日人幫我們拉票 ( 真是汗顏! )

請大家一起加油^^



雪宜( Shirley ) -- 歡喜來逗陣
Posted by torrents at March 2,2009 07:20


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