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纽西兰--中国宝贝最放心的奶粉基地

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欣欣大叔在南京CSUN(纳斯达克代码)工作七年,期间受周边同事宝妈们所托(因弟弟定居在新西兰),业余时间为她们代购新西兰各种品牌的婴幼儿奶粉,从友情帮忙,到宝妈们要求提供代购服务,欣欣大叔一直热心提供最为放心的海外购物渠道。

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代购澳洲产品如有问题投诉有门吗?  

2011-11-23 00:37:24|  分类: 默认分类 |  标签: |举报 |字号 订阅

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代购澳洲产品如有问题投诉有门吗? - 欣欣大叔 - 纽西兰--南京宝贝最放心的奶粉基地

 2011年11月16日,一位准妈妈对她在欣欣大叔处代购的新西兰雀巢Nestle的一罐sustagen妈妈奶粉产生了质疑。

准妈妈提出奶粉泡出来上面有小黑点点,开始以为水质不对,回老家泡的也是一样,质疑这奶粉能吃吗? 是十二团代购的,且因此对同批代购的宝宝奶粉都有点担心了。奶粉有大叔代购的标志,保持期到2014年。

有的妈妈提出找个地方化验一下。

欣欣大叔回应

1、sustagen产品有许多妈妈代购,如果妈妈们都反映有质量问题,那以后这个品种将不再代购。T出我们的代购目录。

2、奶粉是我帮你代购的,我并不是商家。但是我仍然有义务帮助你找厂家有个解释。你虽然不在新西兰,代购人Larry可以作为你的代言人。 
3、你相信大叔找大叔为你从新西兰代购奶粉,大叔也不是不负责的人,不会让你失望的!奶粉现在还剩下多少,把寄给我。我寄到新西兰,找雀巢公司解释是否有质量问题。 

欣欣大叔找到代购人Larry,由Larry给澳大利亚雀巢公司Nestle发了邮件,以下是雀巢公司的回复:

From: Pruscino,Andrea,NOTTING HILL,NU HealthCare <Andrea.Pruscino@AU.nestle.com>
Subject: Sustagen enquiry
To: larryyan49@yahoo.com
Received: Monday, 21 November, 2011, 4:06 AM

Hi there Larry,

Thank you for your enquiry regarding Sustagen Hospital Formula.

These particles that you see are generally the added vitamins and minerals that haven’t dissolved properly. We recommend that you ensure that you are using a clean glass and spoon also, just in case it’s contamination from something else. Also, please double check the expiry date on the can. 
However, if you are concerned then please do not consume any more Sustagen from that can, and I will send you some samples to try and compare to. If it then appears that the can you have is different to the samples, then I’ll organise for Consumer Services to pick up your can and test it. 
Can you please send me your address?

Kind Regards,   
Andrea Pruscino | Corporate Dietitian
Nestle Healthcare Nutrition
(a Division of Nestle Australia Ltd)
20-24 Howleys Road
Notting Hill VIC 3168
Australia
p: 03 8588 0594
f:  03 8588 0599
m: 0410 370 973
e: andrea.pruscino@au.nestle.com

 同时LARRY YAN也给质疑的委托人准妈妈去了第一封邮件:

您好,***女士:
 
你的有关SUSTAGEN问题,我已经发信给SUSTAGEN澳洲的总公司了。他们回复了我的询问。现在我将回复转给你, 希望对你有所帮助。如果没法理解其内容,可以来信给我,我翻译给你。
你的奶粉是我亲自在药店购买的,绝对不是假货。才20多刀一罐,不至于去造假。
如果还有什么疑问,可以直接发信问我。
谢谢
 
LARRY YAN    0064 9 5340508

 Larry给委托人准妈妈的第二封邮件:

 您好,***女士,
以下信件是SUSTAGEN公司对于我们奶粉黑点事件的后续解决办法。他们要求停止饮用奶粉,他们会派人取罐并做测试和调查。 事情搞麻烦了, 呵呵,下面是客服来的信。
--- On Mon, 21/11/11, Pruscino,Andrea,NOTTING HILL,NU HealthCare <Andrea.Pruscino@AU.nestle.com> wrote:
From: Pruscino,Andrea,NOTTING HILL,NU HealthCare <Andrea.Pruscino@AU.nestle.com>
Subject: RE: Sustagen enquiry
To: "Larry Yan" <larryyan49@yahoo.com>
Received: Monday, 21 November, 2011, 10:12 PM

Thank you Larry. I will send you some samples however please stop drinking the Sustagen from the can. Just in case, I am referring your query onto Consumer Services who will retrieve the can so that they can investigate the batch.


Thank you very much and apologies for the inconvenience.

Kind Regards, 

Andrea Pruscino | Corporate Dietitian
Nestle Healthcare Nutrition
(a Division of Nestle Australia Ltd)
20-24 Howleys Road
Notting Hill VIC 3168
Australia
p: 03 8588 0594
f:  03 8588 0599
m: 0410 370 973
e: andrea.pruscino@au.nestle.com

 

 

From: Larry Yan [mailto:larryyan49@yahoo.com]

 

 
Sent: Monday, 21 November 2011 3:40 PM
To: Pruscino,Andrea,NOTTING HILL,NU HealthCare
Subject: Re: Sustagen enquiry

 


Thank you for quick reply.

My address is :  118 bucklands beach, bucklands beach, Auckland, 2012

Regards

 

larry yan


Larry给委托人准妈妈的第三封邮件:

这封信是客服来的信。要求提供条纹码,到期日期,批号,取罐地址等等,因为我当时说是我自己开罐饮用发现有问题,所以自然提供不了详细情况。不知你是何种意见,我将回信说不再跟进了。如果他们寄给我样品,我将设法寄给你,好做个对比。谢谢。LARRY
--- On Tue, 22/11/11, Consumer,Service,RHODES,Consumer Services <Consumer.Service@au.nestle.com> wrote:
From: Consumer,Service,RHODES,Consumer Services <Consumer.Service@au.nestle.com>
Subject: NESTLE Australia Reply - Incident No.: 0016475290
To: larryyan49@yahoo.com
Received: Tuesday, 22 November, 2011, 12:22 AM
Hi Larry,
Thank you for contacting us regarding our product SUSTAGEN Hospital.
We apologise for your experience and we would like to speak to you regarding this matter. We would like to know the barcode number, best before date, batch code and time from the tin and possibly arrange to get the remaining tin collected from you so that our factory can investigate this matter further.
If you would like to send us through your contact telephone number we will contact you to discuss this. Alternatively you can reply to this email with the above information.
We appreciate you contacting us and we will wait to hear from you.
Sincerely,
Megan Darragh
SENIOR FOOD ADVISER
NESTLE CONSUMER SERVICES
Nutrition, Health and Wellness is at the heart of everything we do.
Privacy Note - Your personal information is held in accordance with our Privacy Policy which is available www.nestle.com.au. Nestle has committed to not collect any data from children under the age of 15 even with parental consent. If you do not wish for your personal information to be retained or you are under the age of 15 please contact us on 1800 025 361.
[This E-mail is sent as confidential and intended for the use of the individual or entity to whom it is addressed. If you have received this E-mail in error please notify the sender and delete the message from your computer - Thank you]
 

 委托人准妈妈的回复:

From: 14056017 <14056017@qq.com>
Subject: 回复:FW : Sustagen enquiry
To: "Larry Yan" <larryyan49@yahoo.com>
Received: Tuesday, 22 November, 2011, 4:42 AM
信已收到了,非常感谢,奶粉是每次冲泡好漂浮在上面有四五颗小黑粒,最初我也以为这个小黑点是水质不好或者是在泡的过程中掉入了脏东西,但是我回老家或者是去老公单位泡出来的还是有,第一感觉肯定就是这奶粉质量会不会有什么问题,奶粉我已经喝了半桶,做为一个准妈妈来说,喝到这样子的奶粉开始时还是有点慌的,不过幸好看到了你们后续的一些行动和雀巢客服的解释,心总算放宽了许多。而且我也快到预产期了,既然奶粉不是质量问题,奶粉要不就不寄过来了,一系列下来应该也会很麻烦。谢谢,这样子我心里也踏实了,麻烦你们了。
 

代购澳洲产品如有问题投诉有门吗? - 欣欣大叔 - 纽西兰--南京宝贝最放心的奶粉基地

 

旁边这个图片是厂商寄过来比对的样品,准备寄给那个妈妈作为比对的标本。

 


欣欣大叔:我们可以没有奶粉,但是不能没有爱!

                 手拉手,真诚与互助是群的准则;

                 我们不是一个人,而是一个团的人,总会有办法!

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