与Audible和Amazon抗争的漫长而绝望最终彻底失败的维权之路
事情的起因是，之前一直用amazon帐号登录audible，有一天突然无法登录了。怀疑是之前在淘宝买了太多credits攒在帐号里，被认为帐号异常而封号了，但从来没收到过任何警告或者封号通知email，帐号关闭的真正原因也始终未知。
关于audible有两个需要说明的问题。
首先，credit是用来买书的点数，1个credit可以购买一本书，而credit可以通过付费加入membership或者某些特殊活动获得。无论是直接买书还是通过membership获赠credit买书都是很贵的，一般大约相当十几刀一本，所以后来发现淘宝有10块钱一个credit的时候欣喜若狂，出于天生屌丝的囤货心理买了总共大概快100个……（不封你封谁！
然后，作为amazon旗下语音书专门网店，audible向不同地区的用户提供的商品是不一样的，搜索同一个作者，可能用美国帐号登录有20本，用中国帐号登录有25本，用英国帐号登录有30本，而且多的不一定完全包含少的，经常是各个地区都有自家限定的商品，这就是为什么我作为一个收藏癖囤货狂不得不注册了三个不同地区的amazon帐号用来登录audible。但这些帐号都很智能，一旦你暴露出自己实际上不在这个地区，比如地址填错或者信用卡信息来自中国，就会自动转到实际地区，这就是为什么除了中国帐号之外，我都不敢填信用卡信息，也就无法加入membership或者直接购买。
所以，帐号突然无法登录时，虽然是个晴天霹雳，却也不算完全意外。但毕竟帐号里还有好几十个credits啊！于是忐忑地开始了维权之路…
audible在我登录失败后一路引导到了amazon…跟amazon说明问题，问咋解决…经历了一段事后看颇官僚喜剧的维权历程…
【amazon客服1号】：我们查不到你的帐号，虽然audible是我们家的，但具体audible的事还是得问audible…
问audible…整个问题重新说明一遍…
【audible客服1号】：我们仔细查了一下，你的帐号关闭了，原因不明，但这个帐号是amazon的，所以你得去问amazon…
问amazon…整个问题加上之前audible的答复说明一遍…
【amazon客服2号】：你的帐号确实关掉了，是你自己不小心关的吧，如需重新开启请继续去页面提问…
去该页面再问amazon…整个问题加上之前amazon和audible的答复以及我从来没关过帐号的事实说明一遍…
【amazon客服3号】：我看出来了，你是要问audible的事情对吧，虽然audible是我们家的，但具体audible的事你还是得去问audible…
几天焦头烂额下来怀着森森地绝望写下了怀疑是最后一封维权信（贴出维权信是希望大家给我捉虫，几乎不写英文的人打算留个模板以后备用…这几天辛苦也算有点收获TAT）
Hello,
This is my 5th inquiry trying to solve one single problem.
I used to buy audio books from Audible.com with this Amazon.com account, and recently found that I can't log in. (PLEASE keep reading and do not send me a reply like "All questions about Audible.com orders and services should be directed to Audible.com" again. Thank you.)
Following the instruction on the Audible log-in page, I sent an inquiry to Amazon.com and got a reply saying "I'm unable to view your Audible.com account status from Amazon.Com and reset your account password. While Audible.com is a wholly-owned subsidiary of Amazon.com, it operates as an independent site. All questions about Audible.com orders and services should be directed to Audible.com." (attachment: amazon_email_0929.jpg)
So, I sent another inquiry on http://www.audible.com/email-help as you said, and soon received a reply from Audible telling me "Your account has been closed for undisclosed reasons. In order to restore your account or get further assistance with this, please email cis@amazon.com." (attachment: audible_email_1002.jpg)
Of course, I sent a new inquiry to Amazon, and was told:
"I've checked your account and can confirm that your account has been closed. If you requested an account closure on another site that used your Amazon.com log-in (e.g., MYHABIT.com, Audible.com, certain international Amazon sites, etc.), this would have caused you to also lose access to your Amazon.com account.If you believe your account has been mistakenly closed and would like it to be reopened, please write back by visiting this link:www.amazon.com/gp/help/rsvp/rsvp-mi.html?q=acc1 " (attachment: amazon_email_1003-1.jpg)
I'm quite sure I have never requested account closure anywhere, and I still have some credits on Audible.com. So I sent a 4th inquiry on www.amazon.com/gp/help/rsvp/rsvp-mi.html?q=acc1 and got this reply telling me "While Audible.com is a wholly-owned subsidiary of Amazon.com, it operates as an independent site. All questions about Audible.com orders and services should be directed to Audible.com" (attachment: amazon_email_1003-2.jpg), which is exactly the same as the first reply.
This is getting ridiculous. If I don't get it wrong, since I used an Amazon account to log in Audible, as long as you don't reopen my account, no matter how Audible wants to help me, I can never use this account to log in Audible. I'd like to see my account reopened and my library and credits on Audible back soon. Your help will be very much appreciated.
Sincerely yours,
****************
其实上面这么多都是废话，只要说一句我要reopen帐号就好，但我当时还不太确定credits恢复跟amazon有没有关系，就把前因后果一股脑讲了一遍…而amazon这回二话没说直接把我的帐号给reopen了。
之后的事情就是残酷的现实世界了……
拿到帐号去登录audible，成功，但是，credits归零…
挣扎了半天决定还是争取一下，向audible讨回credits…
【audible客服2号】：我们查了一下，你之前有很多credits，我们可以恢复你的credits，但你必须先加入membership plan，然后在3个月内把这些credits用完。
他们知道我不敢加入membership plan！
只好用最后的能量回复表示不解，帐号关闭不是我的错啊，为啥之前可以随便用的credits现在要有这么多限制嘛…
【audible】：因为你之前的credits是来自membership的，所以如果你现在不重新加入membership plan我们就没有办法恢复你的credits…
除了fair enough我还能说啥…尽管我和audible双方都知道我的credits并不是从membership plan得到的==
他们还说了一句吓唬我的话“I know that this isn't your fault and I completely understand where you are coming from.”…
但在我破碎的小心灵上最后踏上一脚的真正的大杀器是：
“I thank you for taking the time to give us your concern. Without customers like you, we wouldn't be aware that problems like these exist in our products and services.”
这样像秋风扫落叶一样对待客户真的好吗！！！！～～～～TAT～～～～
我现在唯一的选择似乎就是乖乖填入信用卡信息，作为中国用户尽快用掉credits了…md眼看着一本英国限定的书有钱买不到啊TAT…当然我可以试图重新注册一个英国帐号再试图通过taobao代购…但现在啥都说不准了未来一片灰暗…TAT
这件事情的教育意义在于，大家千万不要像我这么屌丝见便宜就捡一大堆攒着然后害了自己啊>< （白痴谁会有你那么蠢！
觉得应该注一下的是，audible客服与amazon客服相比，程序上效率高得多，对他们的答复邮件如果需要进一步提问，可以直接回复，虽然跟amazon一样每次是不同客服，但对之前的情况都有了解，不像amazon每次答复邮件中只给一个link让你从头去提问，每次都要整个历史全部说一遍；态度和技术也好得多，至少他们有耐心每次看完我的email，不会犯amazon那种扫到一个关键词就一脚把我踢到audible的低级错误，回复邮件也写得很详细很清楚，整我也整得我只能服软 TAT
关于audible有两个需要说明的问题。
首先，credit是用来买书的点数，1个credit可以购买一本书，而credit可以通过付费加入membership或者某些特殊活动获得。无论是直接买书还是通过membership获赠credit买书都是很贵的，一般大约相当十几刀一本，所以后来发现淘宝有10块钱一个credit的时候欣喜若狂，出于天生屌丝的囤货心理买了总共大概快100个……（不封你封谁！
然后，作为amazon旗下语音书专门网店，audible向不同地区的用户提供的商品是不一样的，搜索同一个作者，可能用美国帐号登录有20本，用中国帐号登录有25本，用英国帐号登录有30本，而且多的不一定完全包含少的，经常是各个地区都有自家限定的商品，这就是为什么我作为一个收藏癖囤货狂不得不注册了三个不同地区的amazon帐号用来登录audible。但这些帐号都很智能，一旦你暴露出自己实际上不在这个地区，比如地址填错或者信用卡信息来自中国，就会自动转到实际地区，这就是为什么除了中国帐号之外，我都不敢填信用卡信息，也就无法加入membership或者直接购买。
所以，帐号突然无法登录时，虽然是个晴天霹雳，却也不算完全意外。但毕竟帐号里还有好几十个credits啊！于是忐忑地开始了维权之路…
audible在我登录失败后一路引导到了amazon…跟amazon说明问题，问咋解决…经历了一段事后看颇官僚喜剧的维权历程…
【amazon客服1号】：我们查不到你的帐号，虽然audible是我们家的，但具体audible的事还是得问audible…
问audible…整个问题重新说明一遍…
【audible客服1号】：我们仔细查了一下，你的帐号关闭了，原因不明，但这个帐号是amazon的，所以你得去问amazon…
问amazon…整个问题加上之前audible的答复说明一遍…
【amazon客服2号】：你的帐号确实关掉了，是你自己不小心关的吧，如需重新开启请继续去页面提问…
去该页面再问amazon…整个问题加上之前amazon和audible的答复以及我从来没关过帐号的事实说明一遍…
【amazon客服3号】：我看出来了，你是要问audible的事情对吧，虽然audible是我们家的，但具体audible的事你还是得去问audible…
几天焦头烂额下来怀着森森地绝望写下了怀疑是最后一封维权信（贴出维权信是希望大家给我捉虫，几乎不写英文的人打算留个模板以后备用…这几天辛苦也算有点收获TAT）
Hello,
This is my 5th inquiry trying to solve one single problem.
I used to buy audio books from Audible.com with this Amazon.com account, and recently found that I can't log in. (PLEASE keep reading and do not send me a reply like "All questions about Audible.com orders and services should be directed to Audible.com" again. Thank you.)
Following the instruction on the Audible log-in page, I sent an inquiry to Amazon.com and got a reply saying "I'm unable to view your Audible.com account status from Amazon.Com and reset your account password. While Audible.com is a wholly-owned subsidiary of Amazon.com, it operates as an independent site. All questions about Audible.com orders and services should be directed to Audible.com." (attachment: amazon_email_0929.jpg)
So, I sent another inquiry on http://www.audible.com/email-help as you said, and soon received a reply from Audible telling me "Your account has been closed for undisclosed reasons. In order to restore your account or get further assistance with this, please email cis@amazon.com." (attachment: audible_email_1002.jpg)
Of course, I sent a new inquiry to Amazon, and was told:
"I've checked your account and can confirm that your account has been closed. If you requested an account closure on another site that used your Amazon.com log-in (e.g., MYHABIT.com, Audible.com, certain international Amazon sites, etc.), this would have caused you to also lose access to your Amazon.com account.If you believe your account has been mistakenly closed and would like it to be reopened, please write back by visiting this link:www.amazon.com/gp/help/rsvp/rsvp-mi.html?q=acc1 " (attachment: amazon_email_1003-1.jpg)
I'm quite sure I have never requested account closure anywhere, and I still have some credits on Audible.com. So I sent a 4th inquiry on www.amazon.com/gp/help/rsvp/rsvp-mi.html?q=acc1 and got this reply telling me "While Audible.com is a wholly-owned subsidiary of Amazon.com, it operates as an independent site. All questions about Audible.com orders and services should be directed to Audible.com" (attachment: amazon_email_1003-2.jpg), which is exactly the same as the first reply.
This is getting ridiculous. If I don't get it wrong, since I used an Amazon account to log in Audible, as long as you don't reopen my account, no matter how Audible wants to help me, I can never use this account to log in Audible. I'd like to see my account reopened and my library and credits on Audible back soon. Your help will be very much appreciated.
Sincerely yours,
****************
其实上面这么多都是废话，只要说一句我要reopen帐号就好，但我当时还不太确定credits恢复跟amazon有没有关系，就把前因后果一股脑讲了一遍…而amazon这回二话没说直接把我的帐号给reopen了。
之后的事情就是残酷的现实世界了……
拿到帐号去登录audible，成功，但是，credits归零…
挣扎了半天决定还是争取一下，向audible讨回credits…
【audible客服2号】：我们查了一下，你之前有很多credits，我们可以恢复你的credits，但你必须先加入membership plan，然后在3个月内把这些credits用完。
他们知道我不敢加入membership plan！
只好用最后的能量回复表示不解，帐号关闭不是我的错啊，为啥之前可以随便用的credits现在要有这么多限制嘛…
【audible】：因为你之前的credits是来自membership的，所以如果你现在不重新加入membership plan我们就没有办法恢复你的credits…
除了fair enough我还能说啥…尽管我和audible双方都知道我的credits并不是从membership plan得到的==
他们还说了一句吓唬我的话“I know that this isn't your fault and I completely understand where you are coming from.”…
但在我破碎的小心灵上最后踏上一脚的真正的大杀器是：
“I thank you for taking the time to give us your concern. Without customers like you, we wouldn't be aware that problems like these exist in our products and services.”
这样像秋风扫落叶一样对待客户真的好吗！！！！～～～～TAT～～～～
我现在唯一的选择似乎就是乖乖填入信用卡信息，作为中国用户尽快用掉credits了…md眼看着一本英国限定的书有钱买不到啊TAT…当然我可以试图重新注册一个英国帐号再试图通过taobao代购…但现在啥都说不准了未来一片灰暗…TAT
这件事情的教育意义在于，大家千万不要像我这么屌丝见便宜就捡一大堆攒着然后害了自己啊>< （白痴谁会有你那么蠢！
觉得应该注一下的是，audible客服与amazon客服相比，程序上效率高得多，对他们的答复邮件如果需要进一步提问，可以直接回复，虽然跟amazon一样每次是不同客服，但对之前的情况都有了解，不像amazon每次答复邮件中只给一个link让你从头去提问，每次都要整个历史全部说一遍；态度和技术也好得多，至少他们有耐心每次看完我的email，不会犯amazon那种扫到一个关键词就一脚把我踢到audible的低级错误，回复邮件也写得很详细很清楚，整我也整得我只能服软 TAT