关注：“一位中国访问学者给比尔盖茨的公开信”
倍可亲(backchina.com) 亲爱的比尔.盖茨先生：
作为微软的忠实用户，我首先应该对您说声“谢谢”！因为是您和微软公司的不懈努力，为人类的远程快捷交流提供了便利条件。出于对您本人和微软公司的高度信任，我愿意指出贵公司为中国用户提供的MSN短信服务可能存在的缺陷，希望能引起您的重视，并对贵公司在中国的发展有所帮助。
我是一名来自中国的记者，现在美国当访问学者。微软MSN一直是我和中国亲朋好友保持联络的主要方式。从2006年开始，我每月向微软MSN在中国的移动服务合作伙伴深圳清华深讯公司付费10元人民币，以获得MSN短信服务。
但是，2007年4月，在未得到任何告知的情况下，MSN短信突然中止了服务。刚开始，我毫不知情，仍在用MSN短信与在中国的朋友联系，直到发生一起严重误会事件之后，才知道原来对方的手机根本就没有收到我通过MSN发送的信息。
我多次打电话向深圳清华深讯公司MSN 短信客户服务部反映情况，服务人员始终告诉我这只是临时的“技术故障”。后来有多家媒体披露说，MSN短信在中国9个省（市、自治区）不通，是因为深圳清华深讯公司和当地中国移动公司的合作出现了问题。难怪两个多月时间过去了，我的MSN短信依然不通。
我不得不委托在中国的律师向服务提供商深圳清华深讯公司发函，要求解释服务中断的原因并就此道歉，但至今没有结果。
我认为，确保短信的通畅，是服务提供商最基本的合同义务。不管出于何种原因造成服务中断，服务提供商都应该及时告知用户，并尽快采取措施恢复服务，以避免给用户造成损失。遗憾的是，深圳清华深讯公司不仅没有及时提醒用户，而且至今还在刻意隐瞒服务长时间中断的事实与真相。
我在美国生活了一年多时间，更加深切地感受到诚信不仅是个人也是企业的立身之本。我相信，微软公司在中国合作伙伴的这种不诚信行为，必将影响微软在中国消费者心目中的良好形象和MSN业务在中国的顺利开展。诚望您在百忙之中过问一下此事。
顺致
美好的祝愿！
陈 强
2007年6月14日
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英文邮件已于美国中部时间6月14日凌晨发送到比尔盖茨的电子邮箱：
From: chenqiang
To: askbill@microsoft.com
Cc: billg@microsoft.com
Sent: Thursday, June 14, 2007 1:58 AM
Subject: A Complaint from a Chinese Customer
Dear Mr. Gates,
As a long-time and loyal customer of Microsoft, I would like to thank you sincerely first of all. The continuing efforts of you and Microsoft have made long-distance instant communication to become reality nowadays. Because of my appreciation of the credit of Microsoft and yours, I would like to bring to your attention a potential problem of the MSN instant message service that your company provides to Chinese customers. I hope that revealing the potential problem will help the business of MSN in China.
I am a reporter from China and I am currently a visiting scholar in the US. MSN is the major method that I have been using to communicate with my colleagues and friends in China. Since the start of 2006, I have paid 10 Yuan a month to TSSX Science & Technology Co. Ltd, the mobile service partner of MSN in China, for the MSN instant message service. The service that I have subscribed to allows me to send messages from my PC to my colleagues’ mobile phones.
However, in the April of 2007, my service was interrupted but I didn’t receive any notice from MSN or TSSX at all. During the time of interruption, I had kept on sending instant messages to my colleagues in China. I didn’t realize that my colleague hadn’t received the messages that I sent by MSN until one serious misunderstanding between us occurred.
I then called and complained many times to the TSSX customer service of MSN instant message. The representative I talked to insisted that it was due to “temporary technical difficulty”. Later, many Chinese newspapers reported that the reason that the MSN instant message service didn’t work in 9 provinces of China is because the partnership between TSSX and China Mobile have problems or disputes. Now I understand that why my MSN service is still not available after two months has pasted.
I had to ask my lawyer in China to send a letter to TSSX to ask for an explanation for the service interruption and an apology from TSSX. However, I haven’t received any response from them yet.
It has been my understanding that it is the basic responsibility of a service provider to provide a reliable service to its customers. If the service is interrupted, no matter why it is interrupted, the service provider should inform its customers at the earliest possible time to avoid troubles and damages that the interruption might cause to its customers, and should take any necessary means to resume its service as soon as possible. Regretfully, TSSX not only didn’t take the responsibility to notify me and many other customers when they knew the service was interrupted, but also have always tried to hide the real reason of the service interruption for more than two months. As of today, the company still refuses to reveal the true reason of service interruption to public.
I have been living in the US for more than one year now. I have learned that credit is crucial for both business and individuals. TSSX is MSN’s mobile service partner in China. I believe that the company’s misconduct will surely endanger Microsoft’s credit as one of best companies in the world in the minds of Chinese customers and the MSN business in China.
I sincerely hope you can take some time to look into this matter at your convenience.
All the Best Wishes,
Qiang Chen
