A Lesson In Diplomacy 外交教训

作者： 大卫拉姆齐 日期： 1988年 人物： 大卫·拉姆齐、让·路易斯·加西 主题： 营销、硬件、Mac II 概要： 关于苹果第一代Macintosh的开发以及制造它的人的轶事: 还有什么比经销商搞砸你的新电脑更糟糕的事情呢？ , 外交教训 A Lesson In Diplomacy

When I worked at Apple, I was very active on a special online place where people talked about Apple computers. I was recognized as an Apple employee on that online place and did my best to help people who had questions or were having trouble with their computers.

当我在苹果公司工作时，我在一个特殊的在线场所非常活跃，人们在那里谈论苹果电脑。我在该网站上被认为是苹果员工，并尽我所能帮助那些有问题或遇到电脑问题的人。

One person had a big problem. He had bought a computer, a Macintosh II, that was very powerful. It had a lot of memory (RAM) and a big hard drive. It also had a special card to make the graphics nice and a color monitor. All of this cost a lot of money - over $5,000!

有一个人遇到了很大的问题。他买了一台电脑，Macintosh II，功能非常强大。它有大量的内存（RAM）和一个大的硬盘。它还有一个特殊的卡，可以使图形变得漂亮，还有一个彩色显示器。所有这些都花费了很多钱——超过 5,000 美元！

He said the computer had always been broken - it would stop working and would often crash. He took it back to the store many times, but eventually the store people told him they couldn’t fix it anymore and asked him not to come back.

他说电脑总是坏掉——它会停止工作并且经常崩溃。他多次把它带回店里，但最终店里的人告诉他无法再修了，并要求他不要回来。

I told him to try a few things, but none of them worked. I was confused because by that time, I was using a Mac II computer for work and I knew it was strong and reliable.

我告诉他尝试一些方法，但没有一个有效。我很困惑，因为那时我正在使用 Mac II 计算机进行工作，而且我知道它强大且可靠。

I then suggested that he send the computer to Apple, where I promised to fix his problems. When I got his computer, it was acting weird and couldn’t work well. When I opened it up, the problem became clear…

然后我建议他将电脑寄给苹果，我承诺解决他的问题。当我拿到他的电脑时，它表现得很奇怪并且无法正常工作。当我打开它时，问题就清楚了......

Old Macintosh II computers had 8 spaces for putting in memory chips. To put in the memory, you had to put the chip into the slot at an angle and then move it until it clicked into place. To take the memory out, you had to carefully pull the small plastic clips apart so you could pull the chip out of the slot.

旧的 Macintosh II 计算机有 8 个空间用于放置存储芯片。要放入内存，您必须以一定角度将芯片放入插槽中，然后移动它直至其卡入到位。要取出内存，您必须小心地将小塑料夹拉开，以便将芯片从插槽中拉出。

It was easy to accidentally break the small metal clips when taking out the parts inside the computer that store information. This meant that the small part was no longer held safely in its place.

取出电脑内部存储信息的部件时，很容易不小心弄断小金属夹。这意味着这个小部件不再安全地固定在原位。

When I opened the customer’s computer, I saw that some small pins that hold the memory cards were broken. Someone had used rubber bands to try to keep the cards in place. Because the computer was new and the dealer had installed the memory, it was clear to me that the dealer had broken the computer and was trying to avoid fixing or replacing it.

当我打开客户的电脑时，我发现一些固定存储卡的小针脚被折断了。有人用橡皮筋试图将卡片固定到位。因为电脑是新的，而且经销商已经安装了内存，所以我很清楚，经销商损坏了电脑，并试图避免修理或更换它。

I was lucky to have a friend who worked at the Apple store in Campbell. I took the Mac’s main circuit board to the store and showed it to my friend. The sockets on the board were damaged, so my friend used special equipment to fix them and replace them with new ones. I put the computer back together and ran special tests on it. After a day, I gave the computer back to the person who had brought it to me, along with a letter that explained what was wrong, how it was fixed, and also said that the dealer who sold the computer was responsible. I even said that even if the dealer didn’t cause the problem, it’s hard to understand why they didn’t notice the broken sockets.

我很幸运有一个在坎贝尔苹果店工作的朋友。我把 Mac 的主电路板带到商店并向我的朋友展示。板上的插座损坏了，我的朋友用专用设备修复了它们并更换了新的。
我将计算机重新组装起来并对其进行了特殊测试。一天后，我把电脑还给了送电脑的人，并附上一封信，解释了问题所在、如何修复，并表示销售电脑的经销商负有责任。
我什至说，即使经销商没有造成问题，也很难理解为什么他们没有注意到损坏的插座。

The customer showed the computer dealer a letter I wrote. This got me into trouble, because the angry dealer called Apple and asked them to talk to me. Jean-Louis Gassee took me aside and said that I did a good job by fixing the computer and making a unhappy customer happy. He said that if I had just fixed the computer and sent a letter explaining the problem, nobody would have criticized me. But, I made a mistake by accusing the dealer, even though I thought it was right. Jean-Louis pointed out that the customer’s story about the problem might be wrong, and that if it is, then the dealer could have caused the problem himself.

客户给电脑经销商看了一封我写的信。这给我带来了麻烦，因为愤怒的经销商打电话给苹果公司并要求他们与我交谈。
让-路易斯·加西 (Jean-Louis Gassee) 把我拉到一边，说我修好了电脑，让不满意的顾客高兴起来，干得很好。他说如果我修好电脑并写信解释问题，就不会有人批评我了。
但是，我错误地指责了经销商，尽管我认为这是正确的。让-路易斯指出，顾客对问题的描述可能是错误的，如果是的话，那么问题可能是经销商自己造成的。

From what I know, the car dealer did not get in trouble. However, the way John Gassee explained how to deal with this situation was very helpful.

据我所知，汽车经销商没有遇到麻烦。然而，John Gassee 解释如何处理这种情况的方式非常有帮助。

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After a day, I gave the computer back to the person who had brought it to me, along with a letter that explained what was wrong, how it was fixed, and also said that the dealer who sold the computer was responsible."},{"zh":"我什至说，即使经销商没有造成问题，也很难理解为什么他们没有注意到损坏的插座。","en":"I even said that even if the dealer didn't cause the problem, it's hard to understand why they didn't notice the broken sockets."},{"zh":"客户给电脑经销商看了一封我写的信。这给我带来了麻烦，因为愤怒的经销商打电话给苹果公司并要求他们与我交谈。","en":"The customer showed the computer dealer a letter I wrote. This got me into trouble, because the angry dealer called Apple and asked them to talk to me."},{"zh":"让-路易斯·加西 (Jean-Louis Gassee) 把我拉到一边，说我修好了电脑，让不满意的顾客高兴起来，干得很好。他说如果我修好电脑并写信解释问题，就不会有人批评我了。","en":"Jean-Louis Gassee took me aside and said that I did a good job by fixing the computer and making a unhappy customer happy. 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I was recognized as an Apple employee on that online place and did my best to help people who had questions or were having trouble with their computers."}],[{"zh":"有一个人遇到了很大的问题。他买了一台电脑，Macintosh II，功能非常强大。它有大量的内存（RAM）和一个大的硬盘。它还有一个特殊的卡，可以使图形变得漂亮，还有一个彩色显示器。所有这些都花费了很多钱——超过 5,000 美元！","en":"One person had a big problem. He had bought a computer, a Macintosh II, that was very powerful. It had a lot of memory (RAM) and a big hard drive. It also had a special card to make the graphics nice and a color monitor. All of this cost a lot of money - over $5,000!"}],[{"zh":"他说电脑总是坏掉——它会停止工作并且经常崩溃。他多次把它带回店里，但最终店里的人告诉他无法再修了，并要求他不要回来。","en":"He said the computer had always been broken - it would stop working and would often crash. He took it back to the store many times, but eventually the store people told him they couldn't fix it anymore and asked him not to come back."}],[{"zh":"我告诉他尝试一些方法，但没有一个有效。我很困惑，因为那时我正在使用 Mac II 计算机进行工作，而且我知道它强大且可靠。","en":"I told him to try a few things, but none of them worked. I was confused because by that time, I was using a Mac II computer for work and I knew it was strong and reliable."}],[{"zh":"然后我建议他将电脑寄给苹果，我承诺解决他的问题。当我拿到他的电脑时，它表现得很奇怪并且无法正常工作。当我打开它时，问题就清楚了......","en":"I then suggested that he send the computer to Apple, where I promised to fix his problems. When I got his computer, it was acting weird and couldn't work well. When I opened it up, the problem became clear..."}],[{"zh":"旧的 Macintosh II 计算机有 8 个空间用于放置存储芯片。要放入内存，您必须以一定角度将芯片放入插槽中，然后移动它直至其卡入到位。要取出内存，您必须小心地将小塑料夹拉开，以便将芯片从插槽中拉出。","en":"Old Macintosh II computers had 8 spaces for putting in memory chips. To put in the memory, you had to put the chip into the slot at an angle and then move it until it clicked into place. To take the memory out, you had to carefully pull the small plastic clips apart so you could pull the chip out of the slot."}],[{"zh":"取出电脑内部存储信息的部件时，很容易不小心弄断小金属夹。这意味着这个小部件不再安全地固定在原位。","en":"It was easy to accidentally break the small metal clips when taking out the parts inside the computer that store information. This meant that the small part was no longer held safely in its place."}],[{"zh":"当我打开客户的电脑时，我发现一些固定存储卡的小针脚被折断了。有人用橡皮筋试图将卡片固定到位。因为电脑是新的，而且经销商已经安装了内存，所以我很清楚，经销商损坏了电脑，并试图避免修理或更换它。","en":"When I opened the customer's computer, I saw that some small pins that hold the memory cards were broken. Someone had used rubber bands to try to keep the cards in place. Because the computer was new and the dealer had installed the memory, it was clear to me that the dealer had broken the computer and was trying to avoid fixing or replacing it."}],[{"zh":"我很幸运有一个在坎贝尔苹果店工作的朋友。我把 Mac 的主电路板带到商店并向我的朋友展示。板上的插座损坏了，我的朋友用专用设备修复了它们并更换了新的。","en":"I was lucky to have a friend who worked at the Apple store in Campbell. I took the Mac's main circuit board to the store and showed it to my friend. The sockets on the board were damaged, so my friend used special equipment to fix them and replace them with new ones."},{"zh":"我将计算机重新组装起来并对其进行了特殊测试。一天后，我把电脑还给了送电脑的人，并附上一封信，解释了问题所在、如何修复，并表示销售电脑的经销商负有责任。","en":"I put the computer back together and ran special tests on it. After a day, I gave the computer back to the person who had brought it to me, along with a letter that explained what was wrong, how it was fixed, and also said that the dealer who sold the computer was responsible."},{"zh":"我什至说，即使经销商没有造成问题，也很难理解为什么他们没有注意到损坏的插座。","en":"I even said that even if the dealer didn't cause the problem, it's hard to understand why they didn't notice the broken sockets."}],[{"zh":"客户给电脑经销商看了一封我写的信。这给我带来了麻烦，因为愤怒的经销商打电话给苹果公司并要求他们与我交谈。","en":"The customer showed the computer dealer a letter I wrote. This got me into trouble, because the angry dealer called Apple and asked them to talk to me."},{"zh":"让-路易斯·加西 (Jean-Louis Gassee) 把我拉到一边，说我修好了电脑，让不满意的顾客高兴起来，干得很好。他说如果我修好电脑并写信解释问题，就不会有人批评我了。","en":"Jean-Louis Gassee took me aside and said that I did a good job by fixing the computer and making a unhappy customer happy. He said that if I had just fixed the computer and sent a letter explaining the problem, nobody would have criticized me."},{"zh":"但是，我错误地指责了经销商，尽管我认为这是正确的。让-路易斯指出，顾客对问题的描述可能是错误的，如果是的话，那么问题可能是经销商自己造成的。","en":"But, I made a mistake by accusing the dealer, even though I thought it was right. Jean-Louis pointed out that the customer's story about the problem might be wrong, and that if it is, then the dealer could have caused the problem himself."}],[{"zh":"据我所知，汽车经销商没有遇到麻烦。然而，John Gassee 解释如何处理这种情况的方式非常有帮助。","en":"From what I know, the car dealer did not get in trouble. However, the way John Gassee explained how to deal with this situation was very helpful."}]]}