{"id":17370,"date":"2026-08-14T00:26:42","date_gmt":"2026-08-13T14:26:42","guid":{"rendered":"https:\/\/geoffreychen.com\/how-do-you-turn-not-quite-right-into-a-complaint-a-business-can-act-on\/"},"modified":"2026-08-14T00:26:42","modified_gmt":"2026-08-13T14:26:42","slug":"how-do-you-turn-not-quite-right-into-a-complaint-a-business-can-act-on","status":"publish","type":"post","link":"https:\/\/geoffreychen.com\/zh\/how-do-you-turn-not-quite-right-into-a-complaint-a-business-can-act-on\/","title":{"rendered":"\u5546\u54c1\u201cnot quite right\u201d\u65f6\uff0c\u600e\u6837\u628a\u4e0d\u6ee1\u8bf4\u6210\u5546\u5bb6\u53ef\u4ee5\u5904\u7406\u7684\u95ee\u9898\uff1f"},"content":{"rendered":"<\/p>\n<p><em>\u300a\u6fb3\u6d32\u4eba\u4e3a\u4ec0\u4e48\u8fd9\u6837\u8bf4\uff1f\u300b\u00b7 \u7b2c\u4e09\u5b63\u201c\u628a\u8bdd\u8bf4\u6e05\u695a\u201d\u00b7 \u7b2c 35 \u7bc7<\/em><\/p>\n<p>\u4f60\u628a\u521a\u4e70\u7684\u7535\u5668\u62ff\u56de\u5e97\u91cc\uff0c\u8bf4\uff1a<code>It\u2019s not quite right.<\/code> \u5e97\u5458\u95ee\uff1a<code>What seems to be the problem?<\/code> \u4f60\u56de\u7b54\uff1a<code>It just doesn\u2019t work properly.<\/code> \u8fd9\u6bb5\u8bdd\u8db3\u4ee5\u8868\u8fbe\u4e0d\u6ee1\uff0c\u5374\u8fd8\u6ca1\u6709\u8ba9\u5bf9\u65b9\u77e5\u9053\u5e94\u68c0\u67e5\u4ec0\u4e48\uff0c\u4e5f\u65e0\u6cd5\u533a\u5206\u5546\u54c1\u6545\u969c\u3001\u4e0e\u4f60\u9884\u671f\u4e0d\u540c\uff0c\u8fd8\u662f\u5355\u7eaf\u6539\u53d8\u4e3b\u610f\u3002<\/p>\n<p>\u5728\u65e5\u5e38\u6fb3\u6d32\u82f1\u8bed\u4e2d\uff0c<code>not quite right<\/code> \u662f\u4e00\u79cd\u5f88\u81ea\u7136\u7684\u7f13\u548c\u8bf4\u6cd5\u3002\u9762\u5bf9\u670b\u53cb\u7aef\u6765\u7684\u5496\u5561\uff0c\u5b83\u751a\u81f3\u5f88\u4f53\u8d34\u3002\u8fdb\u5165 consumer complaint\uff0c\u8fd9\u53e5\u8bdd\u6700\u597d\u53ea\u5f53\u5f00\u5934\uff0c\u540e\u9762\u63a5\u4e0a\u8d2d\u4e70\u3001\u95ee\u9898\u548c\u4f60\u5e0c\u671b\u5f97\u5230\u7684\u7ed3\u679c\u3002<\/p>\n<p>\u4f8b\u5982\uff1a<\/p>\n<blockquote>\n<p><code>I bought this kettle here on 4 August. It switches off before the water boils, and the same thing has happened every time I\u2019ve used it. I\u2019d like to discuss a replacement or refund.<\/code><\/p>\n<\/blockquote>\n<p>\u8fd9\u51e0\u53e5\u6ca1\u6709\u5938\u5f20\uff0c\u4e5f\u6ca1\u6709\u5148\u66ff\u6cd5\u9662\u4f5c\u6cd5\u5f8b\u7ed3\u8bba\u3002\u5546\u5bb6\u5df2\u7ecf\u77e5\u9053\u54ea\u4ef6\u5546\u54c1\u3001\u4f55\u65f6\u8d2d\u4e70\u3001\u6545\u969c\u600e\u6837\u91cd\u590d\u51fa\u73b0\uff0c\u4ee5\u53ca\u6d88\u8d39\u8005\u60f3\u8c08\u4ec0\u4e48\u3002<\/p>\n<h2>\u5148\u533a\u5206\u201c\u6709\u95ee\u9898\u201d\u4e0e\u201c\u6211\u4e0d\u518d\u60f3\u8981\u201d<\/h2>\n<p>\u6fb3\u6d32\u6d88\u8d39\u8005\u6cd5\u4e0b\u7684 consumer guarantees \u4e3a\u5411\u5546\u5bb6\u8d2d\u4e70\u7684\u5546\u54c1\u548c\u670d\u52a1\u63d0\u4f9b\u57fa\u672c\u4fdd\u969c\u3002ACCC \u7684\u73b0\u884c\u8bf4\u660e\u6307\u51fa\uff0c\u5f53\u5546\u54c1\u6216\u670d\u52a1\u4e0d\u7b26\u5408\u8fd9\u4e9b\u4fdd\u969c\u65f6\uff0c\u5546\u5bb6\u5fc5\u987b\u63d0\u4f9b\u76f8\u5e94 remedy\uff1b\u5177\u4f53\u662f repair\u3001replacement\u3001refund\u3001cancel \u6216\u5176\u4ed6\u5904\u7406\uff0c\u901a\u5e38\u53d6\u51b3\u4e8e\u8d2d\u4e70\u7684\u662f\u5546\u54c1\u8fd8\u662f\u670d\u52a1\uff0c\u4ee5\u53ca\u95ee\u9898\u5c5e\u4e8e major \u8fd8\u662f minor\u3002<\/p>\n<p>\u8fd9\u4e0e <code>change of mind<\/code> \u4e0d\u540c\u3002\u5546\u54c1\u5b8c\u5168\u7b26\u5408\u8bf4\u660e\uff0c\u53ea\u662f\u4e70\u5bb6\u540e\u6765\u4e0d\u559c\u6b22\u989c\u8272\u3001\u53d1\u73b0\u522b\u5904\u66f4\u4fbf\u5b9c\u6216\u4e0d\u518d\u9700\u8981\uff0c\u4e00\u822c\u6ca1\u6709\u7531 consumer guarantees \u81ea\u52a8\u4ea7\u751f\u7684\u9000\u6362\u6743\u3002\u5546\u5bb6\u53ef\u4ee5\u81ea\u613f\u63d0\u4f9b change-of-mind policy\uff0c\u5e76\u6309\u516c\u5e03\u6761\u4ef6\u6267\u884c\u3002<\/p>\n<p>\u56e0\u6b64\uff0c\u5728\u67dc\u53f0\u53ea\u8bf4 <code>I\u2019d like to return it<\/code>\uff0c\u5458\u5de5\u81ea\u7136\u4f1a\u5148\u95ee\u539f\u56e0\u3002\u56de\u7b54 <code>I changed my mind<\/code> \u4e0e <code>It stops working after ten minutes<\/code> \u4f1a\u8fdb\u5165\u4e0d\u540c\u6d41\u7a0b\u3002\u4e0d\u8981\u4e3a\u4e86\u5f97\u5230\u9000\u6b3e\u800c\u628a\u6539\u53d8\u4e3b\u610f\u865a\u6784\u6210\u6545\u969c\uff0c\u4e5f\u4e0d\u8981\u8ba9\u5e97\u5458\u628a\u771f\u5b9e\u6545\u969c\u8bef\u653e\u8fdb change-of-mind policy\u3002<\/p>\n<p><code>I don\u2019t have the box<\/code> \u4e5f\u4e0d\u81ea\u52a8\u7ec8\u7ed3\u6240\u6709 faulty-product \u6743\u5229\u3002\u539f\u5305\u88c5\u53ef\u80fd\u662f\u5546\u5bb6\u81ea\u613f change-of-mind policy \u7684\u6761\u4ef6\uff0c\u5374\u4e0d\u80fd\u7b80\u5355\u53d6\u4ee3 consumer guarantees\u3002\u5546\u5bb6\u4ecd\u53ef\u8981\u6c42\u5408\u7406\u7684 proof of purchase\uff0c\u4e5f\u901a\u5e38\u6709\u6743\u8bc4\u4f30\u5546\u54c1\u4e0e\u95ee\u9898\u3002<\/p>\n<h2>\u63cf\u8ff0\u8868\u73b0\uff0c\u6bd4\u8bf4\u201c\u8d28\u91cf\u5f88\u5dee\u201d\u66f4\u5feb<\/h2>\n<p>\u6295\u8bc9\u65f6\u53ef\u4ee5\u56de\u7b54\u56db\u4e2a\u95ee\u9898\uff1a\u4e70\u4e86\u4ec0\u4e48\uff0c\u95ee\u9898\u4f55\u65f6\u51fa\u73b0\uff0c\u5546\u54c1\u5b9e\u9645\u505a\u4e86\u4ec0\u4e48\uff0c\u4f60\u5df2\u7ecf\u5c1d\u8bd5\u8fc7\u4ec0\u4e48\u3002\u82e5\u95ee\u9898\u95f4\u6b47\u53d1\u751f\uff0c\u8bf4\u660e\u89e6\u53d1\u6761\u4ef6\uff1b\u6709\u9519\u8bef\u4ee3\u7801\u5c31\u51c6\u786e\u8bb0\u5f55\uff1b\u7167\u7247\u6216\u89c6\u9891\u80fd\u663e\u793a\u95ee\u9898\u65f6\u9644\u4e0a\u526f\u672c\u3002\u4e0d\u8981\u4e3a\u4e86\u8bc1\u660e\u4e25\u91cd\u800c\u7ee7\u7eed\u4f7f\u7528\u53ef\u80fd\u4e0d\u5b89\u5168\u7684\u4ea7\u54c1\u3002<\/p>\n<p>\u6709\u4e9b\u4fe1\u606f\u53cd\u800c\u4f1a\u5e72\u6270\uff1a\u5f88\u957f\u7684\u60c5\u7eea\u5386\u53f2\u3001\u4e0e\u6545\u969c\u65e0\u5173\u7684\u5458\u5de5\u8bc4\u4ef7\uff0c\u6216\u672a\u7ecf\u6838\u5b9e\u7684\u6280\u672f\u8bca\u65ad\u3002<code>The motor is defective because the bearings are badly manufactured<\/code> \u53ef\u80fd\u53ea\u662f\u731c\u6d4b\u3002<code>The machine makes a grinding sound and stops after about two minutes<\/code> \u7ed9\u6280\u672f\u4eba\u5458\u7559\u4e0b\u4e86\u5224\u65ad\u7a7a\u95f4\u3002<\/p>\n<p>\u5982\u679c\u5546\u5bb6\u8bf4\u9700\u8981 <code>assess<\/code> \u6216 <code>send it away for assessment<\/code>\uff0c\u53ef\u4ee5\u95ee\uff1a<\/p>\n<blockquote>\n<p><code>How long is the assessment expected to take?<\/code><br \/><code>Could you record the fault exactly as I\u2019ve described it?<\/code><br \/><code>Will I receive the assessment outcome in writing?<\/code><\/p>\n<\/blockquote>\n<p>ACCC \u8bf4\u660e\uff0c\u5546\u5bb6\u53ef\u4ee5\u5728\u63d0\u4f9b remedy \u524d\u8bc4\u4f30\u5546\u54c1\u6216\u670d\u52a1\u3002\u82e5\u5546\u5bb6\u628a\u5546\u54c1\u9001\u7ed9 manufacturer \u68c0\u6d4b\uff0c\u6d88\u8d39\u8005\u53ef\u4ee5\u8be2\u95ee\u9700\u8981\u591a\u4e45\uff0c\u4ee5\u53ca\u67e5\u770b manufacturer \u63d0\u4f9b\u7ed9\u5546\u5bb6\u7684\u51c6\u786e\u8bc4\u4f30\u4fe1\u606f\u3002\u5546\u5bb6\u4e0d\u80fd\u53ea\u8bf4 <code>You\u2019ll have to deal with the manufacturer<\/code> \u6765\u6446\u8131\u81ea\u8eab\u5bf9\u6d88\u8d39\u8005\u7684\u8d23\u4efb\u3002<\/p>\n<h2>\u5148\u8bf4\u5e0c\u671b\u7684\u7ed3\u679c\uff0c\u4f46\u4e0d\u8981\u628a\u504f\u597d\u5f53\u6210\u5df2\u786e\u5b9a\u6743\u5229<\/h2>\n<p>\u4e00\u53e5 <code>I want my money back<\/code> \u5f88\u6e05\u695a\uff0c\u5374\u4e0d\u4fdd\u8bc1\u9000\u6b3e\u5728\u6bcf\u4e00\u79cd\u95ee\u9898\u4e2d\u90fd\u662f\u6d88\u8d39\u8005\u53ef\u9009\u62e9\u7684 remedy\u3002ACCC \u8bf4\u660e\uff0c\u5546\u54c1\u51fa\u73b0 major problem \u65f6\uff0c\u6d88\u8d39\u8005\u53ef\u4ee5\u5728 refund \u4e0e replacement \u4e4b\u95f4\u9009\u62e9\uff1bminor problem \u901a\u5e38\u5e94\u7531\u5546\u5bb6\u5728\u5408\u7406\u65f6\u95f4\u5185\u514d\u8d39\u4fee\u590d\uff0c\u5546\u5bb6\u9996\u5148\u53ef\u4ee5\u9009\u62e9 repair\u3002\u670d\u52a1\u95ee\u9898\u53c8\u6709\u76f8\u5e94\u89c4\u5219\u3002<\/p>\n<p>\u6d88\u8d39\u8005\u4e0d\u5fc5\u5148\u6210\u4e3a\u6cd5\u5f8b\u4e13\u5bb6\u3002\u53ef\u4ee5\u8bf4\uff1a<\/p>\n<blockquote>\n<p><code>I believe this may be a major problem because the product cannot be used for its normal purpose, and I would like a refund. Could you explain your assessment if you disagree?<\/code><\/p>\n<\/blockquote>\n<p>\u82e5\u95ee\u9898\u7684 major \u6216 minor \u6027\u8d28\u786e\u6709\u4e89\u8bae\uff0c\u91cd\u8981\u7684\u662f\u8ba9\u5546\u5bb6\u7ed9\u51fa\u7406\u7531\uff0c\u800c\u4e0d\u662f\u53cd\u590d\u4ea4\u6362 <code>That\u2019s our policy<\/code> \u4e0e <code>I know my rights<\/code>\u3002\u95e8\u5e97 policy \u4e0d\u80fd\u53d6\u6d88\u6cd5\u5f8b\u6743\u5229\uff0c\u4f46\u6d88\u8d39\u8005\u5bf9\u6cd5\u5f8b\u7684\u53e3\u5934\u6982\u62ec\u4e5f\u53ef\u80fd\u4e0d\u51c6\u786e\u3002\u628a\u4e8b\u5b9e\u3001\u4f9d\u636e\u548c\u8981\u6c42\u653e\u5728\u4e00\u8d77\uff0c\u5fc5\u8981\u65f6\u518d\u5411\u672c\u5dde consumer protection body \u6c42\u52a9\u3002<\/p>\n<h2>\u7535\u8bdd\u4e4b\u540e\uff0c\u5199\u4e00\u5c01\u77ed\u90ae\u4ef6<\/h2>\n<p>\u7b80\u5355\u95ee\u9898\u5e38\u53ef\u5728\u5e97\u5185\u89e3\u51b3\u3002\u4e8b\u60c5\u6ca1\u6709\u89e3\u51b3\u65f6\uff0cACCC \u5efa\u8bae\u628a complaint \u5199\u6210 email \u6216 letter\uff0c\u8bf4\u660e\u95ee\u9898\u3001\u5e0c\u671b\u7684 outcome\u3001\u5173\u952e\u65e5\u671f\u3001\u5df2\u7ecf\u91c7\u53d6\u7684\u6b65\u9aa4\uff0c\u5e76\u5728\u5408\u7406\u65f6\u95f4\u5185\u8981\u6c42\u56de\u590d\uff0c\u9644\u4e0a receipt \u6216 invoice \u7b49\u6587\u4ef6\u526f\u672c\u3002<\/p>\n<p>\u4e66\u9762\u6295\u8bc9\u4e0d\u5fc5\u5199\u5f97\u50cf\u6cd5\u5ead\u6750\u6599\u3002\u4e3b\u9898\u884c\u53ef\u4ee5\u76f4\u63a5\u5199 <code>Complaint about faulty kettle purchased 4 August\u2014order 12345<\/code>\u3002\u6b63\u6587\u4e00\u9875\u5185\u8bf4\u660e\u4e8b\u5b9e\u548c\u8981\u6c42\uff0c\u901a\u5e38\u6bd4\u4e94\u9875\u6124\u6012\u53d9\u8ff0\u66f4\u5bb9\u6613\u8f6c\u4ea4\u3002\u4fdd\u7559\u539f\u59cb\u6587\u4ef6\uff0c\u4e0d\u8981\u53ea\u628a\u552f\u4e00 receipt \u5bc4\u8d70\u3002<\/p>\n<p><code>Not quite right<\/code> \u5f88\u9002\u5408\u5f00\u542f\u4e00\u6bb5\u4e0d\u5e26\u654c\u610f\u7684\u8c08\u8bdd\u3002\u5b83\u7684\u95ee\u9898\u53ea\u5728\u4e8e\uff0c\u5982\u679c\u5bf9\u8bdd\u4e00\u76f4\u505c\u5728\u8fd9\u91cc\uff0c\u5546\u5bb6\u65e0\u6cd5\u77e5\u9053\u5e94\u8be5\u9a8c\u8bc1\u4ec0\u4e48\uff0c\u6d88\u8d39\u8005\u4e5f\u6ca1\u6709\u660e\u786e\u63d0\u51fa\u6240\u9700\u7ed3\u679c\u3002\u53cb\u597d\u4e0e\u51c6\u786e\u5e76\u4e0d\u51b2\u7a81\u3002\u4f60\u53ef\u4ee5\u4fdd\u6301\u5e73\u9759\uff0c\u540c\u65f6\u628a\u6545\u969c\u8868\u73b0\u3001\u65e5\u671f\u3001\u8bc1\u636e\u548c remedy \u8bf4\u6e05\u695a\u3002\u6295\u8bc9\u6700\u6709\u529b\u91cf\u7684\u5730\u65b9\u901a\u5e38\u4e0d\u5728\u58f0\u97f3\u6700\u5927\uff0c\u800c\u5728\u53e6\u4e00\u4e2a\u4eba\u80fd\u591f\u636e\u6b64\u4f5c\u51fa\u5904\u7406\uff0c\u5e76\u4e14\u540e\u6765\u4ecd\u80fd\u770b\u89c1\u540c\u4e00\u7ec4\u4e8b\u5b9e\u3002<\/p>\n<h3>\u4e3b\u8981\u8d44\u6599<\/h3>\n<ul>\n<li><a href=\"https:\/\/www.accc.gov.au\/consumers\/buying-products-and-services\/consumer-rights-and-guarantees\" target=\"_blank\" rel=\"noopener\">ACCC, \u201cConsumer rights and guarantees\u201d<\/a><\/li>\n<li><a href=\"https:\/\/www.accc.gov.au\/consumers\/problem-with-a-product-or-service-you-bought\/repair-replace-refund-cancel\" target=\"_blank\" rel=\"noopener\">ACCC, \u201cRepair, replace, refund, cancel\u201d<\/a><\/li>\n<li><a href=\"https:\/\/www.accc.gov.au\/consumers\/problem-with-a-product-or-service-you-bought\/contacting-a-business-to-fix-a-problem\" target=\"_blank\" rel=\"noopener\">ACCC, \u201cContacting a business to fix a problem\u201d<\/a><\/li>\n<li><a href=\"https:\/\/www.accc.gov.au\/consumers\/problem-with-a-product-or-service-you-bought\/repair-replace-refund-cancel\/repair-replace-refund-problem-solver\" target=\"_blank\" rel=\"noopener\">ACCC, \u201cRepair, replace, refund problem solver\u201d<\/a><\/li>\n<\/ul>\n<p>\u2014\u2014<\/p>\n<p>\u7ee7\u7eed\u9605\u8bfb\uff1a<a href=\"https:\/\/geoffreychen.com\/zh\/why-do-australians-say-it-this-way\/\">\u300a\u6fb3\u6d32\u4eba\u4e3a\u4ec0\u4e48\u8fd9\u6837\u8bf4\uff1f\u300b\u7cfb\u5217\u603b\u9875<\/a><\/p>\n<p>","protected":false},"excerpt":{"rendered":"","protected":false},"author":17897162,"featured_media":0,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":true,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_geoff_meta_description_en":"Explains how to turn vague Not quite right complaints into actionable details under Australian consumer guarantees, including remedies and major vs minor 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