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Glasses Lenses Starting to Delaminate - Lab Refusing to Replace Them. What do?

15,176 2,874 October 1, 2014 at 10:55 AM
I need some advice on how to handle a situation with customer service from a company.

I bought some glasses in February of last year. The lenses are now starting to delaminate (the back of the lenses appear to almost be separating from the rest of the lens). Considering how much I paid for the lenses because of my prescription (high-index polycarbonate), I strongly feel like they should last more than a year and a half.

However, the lab that made the lenses is stating that they're now out of warranty because it's been over a year, and that the delamination is probably just due to heat. This is what the optician's office says, anyway. The optician wants me to pay for a new set of lenses and get another eye exam since it's been over a year. My position is that in the 15 years I've been wearing glasses, I've never had this happen. It seems to me like a defect in the lenses or the lab process.

I went back to the optician's office after they called me informing me that the lenses wouldn't be free (after I was assured it was going to be a free replacement). I told them that I'm not sure why they would expect me to continue to use their services if the first time I used them, I'm having issues and they refuse to stand behind their products. They told me that they could have the supervisor from the lens lab call me, and that she could explain it to me. I agreed, and they said that I should get a call from them tomorrow morning.

Am I out of line thinking that I should be able to get a replacement at no cost to me? It doesn't seem like something I should be penalized for. What would be the best way to address this with the supervisor?
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Zoe Moon
10-01-2014 at 10:59 AM.
10-01-2014 at 10:59 AM.
Quote from PaintTheSkyGrey :
I need some advice on how to handle a situation with customer service from a company.

I bought some glasses in February of last year. The lenses are now starting to delaminate (the back of the lenses appear to almost be separating from the rest of the lens). Considering how much I paid for the lenses because of my prescription (high-index polycarbonate), I strongly feel like they should last more than a year and a half.

However, the lab that made the lenses is stating that they're now out of warranty because it's been over a year, and that the delamination is probably just due to heat. This is what the optician's office says, anyway. The optician wants me to pay for a new set of lenses and get another eye exam since it's been over a year. My position is that in the 15 years I've been wearing glasses, I've never had this happen. It seems to me like a defect in the lenses or the lab process.

I went back to the optician's office after they called me informing me that the lenses wouldn't be free (after I was assured it was going to be a free replacement). I told them that I'm not sure why they would expect me to continue to use their services if the first time I used them, I'm having issues and they refuse to stand behind their products. They told me that they could have the supervisor from the lens lab call me, and that she could explain it to me. I agreed, and they said that I should get a call from them tomorrow morning.

Am I out of line thinking that I should be able to get a replacement at no cost to me? It doesn't seem like something I should be penalized for. What would be the best way to address this with the supervisor?
QPLR, and you're past due for an eye exam. If your eyes have changed you shouldn't be wearing those glasses anyway.
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Joined Feb 2013
my real legal name
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MayorFresto
10-01-2014 at 10:59 AM.
10-01-2014 at 10:59 AM.
Quote from PaintTheSkyGrey :
I need some advice on how to handle a situation with customer service from a company.
Then the Lounge is the right place for it!

arson
or
sternly worded letter threatening violence
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Joined Jul 2009
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Original Poster
PaintTheSkyGrey
10-01-2014 at 11:05 AM.
10-01-2014 at 11:05 AM.
Quote from Zoe Moon :
QPLR, and you're past due for an eye exam. If your eyes have changed you shouldn't be wearing those glasses anyway.
The military provides me with an eye exam (Just had one in July). There has not been a significant change in my vision.
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Joined Jul 2005
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VorlonFrog
10-01-2014 at 11:07 AM.
10-01-2014 at 11:07 AM.
This is just one of the reasons they prefer to sell you plastic lenses instead of glass these days. They only warranty them for one year, knowing damned good and well they'll start falling apart in just over 14 months.
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Joined Feb 2008
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> bubble2 4,384 Posts
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jeepdog
10-01-2014 at 11:09 AM.
10-01-2014 at 11:09 AM.
I've never seen that happen. Been wearing glasses for about 20 years. I just replaced my glasses after having the last pair for about 7 years. I would expect glasses to last more than a year and a half. I personally have never had an issue like the OP, but if I did, I am 99% sure that my glasses guy would be standup about it. The whole family goes to him, and have been for years. Were these special poly carbonate lenses? Maybe I get cheap glass lenses, but I have never seen this.
I've been seeing my eye doctor every other year. That's what he recommends, until I am 40, I think. then it is every year. My eyes havent changed a lick in about 15 years.
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Original Poster
PaintTheSkyGrey
10-01-2014 at 11:17 AM.
10-01-2014 at 11:17 AM.
Quote from jeepdog :
I've never seen that happen. Been wearing glasses for about 20 years. I just replaced my glasses after having the last pair for about 7 years. I would expect glasses to last more than a year and a half. I personally have never had an issue like the OP, but if I did, I am 99% sure that my glasses guy would be standup about it. The whole family goes to him, and have been for years. Were these special poly carbonate lenses? Maybe I get cheap glass lenses, but I have never seen this.
I've been seeing my eye doctor every other year. That's what he recommends, until I am 40, I think. then it is every year. My eyes havent changed a lick in about 15 years.
They're the same kind of lenses I've gotten for many years - a high-index polycarbonate that keeps them from being super thick because of my high prescription strength. Definitely not cheap lenses, either. A few hundred dollars for the set.
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Joined Mar 2009
Schrödinger's Frog
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Frogstar
10-01-2014 at 11:20 AM.
10-01-2014 at 11:20 AM.
Open carry a rifle into your next discussion with them, and develop an eye twitch?
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Joined Jun 2005
Live Like No One Else
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stealth
10-01-2014 at 11:20 AM.
10-01-2014 at 11:20 AM.
Next time take your Rx to Costco to purchase glasses. nod

Glasses2
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Joined Aug 2005
Baldilocks
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emelvee
10-01-2014 at 11:21 AM.
10-01-2014 at 11:21 AM.
I suggest you curl up in a ball in the corner and cry.

Sounds like they were defective, but that's what the warranty is for - they warranty that the product will last one year, no longer than that.
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iRabbitt
10-01-2014 at 11:41 AM.
10-01-2014 at 11:41 AM.
1) Poop in a bag
2) Place bag of poop on doorstep of optician
3) light bag on fire
4) Knock on door
5) Run far enough away where you can hide and still be able to watch
6) report back to lounge
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Original Poster
PaintTheSkyGrey
10-01-2014 at 11:42 AM.
10-01-2014 at 11:42 AM.
Quote from Frogstar :
Open carry a rifle into your next discussion with them, and develop an eye twitch?
Quote from iRabbitt :
1) Poop in a bag
2) Place bag of poop on doorstep of optician
3) light bag on fire
4) Knock on door
5) Run far enough away where you can hide and still be able to watch
6) report back to lounge
bulb

Quote from emelvee :
I suggest you curl up in a ball in the corner and cry.

Sounds like they were defective, but that's what the warranty is for - they warranty that the product will last one year, no longer than that.
I think that's "guarantee" versus "warranty".
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Last edited by PaintTheSkyGrey October 1, 2014 at 11:42 AM.
Joined Aug 2005
Baldilocks
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emelvee
10-01-2014 at 11:43 AM.
10-01-2014 at 11:43 AM.
Quote from PaintTheSkyGrey :
I think that's "guarantee" versus "warranty".
yes...don't feel like bothering to correct
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"Respect my AUTHORITAII!"
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LordOfChaos
10-01-2014 at 12:27 PM.
10-01-2014 at 12:27 PM.
How long do you expect a pair of glasses to last? How long is reasonable for a company to warrant such products vs your expectations?

Just curious...

I would probably be upset if my expensive only lasted a 1.5 years... well... unless it were a steak... if an expensive steak lasted 1.5 years that would be CRAZY!
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fsyowad
10-01-2014 at 12:34 PM.
10-01-2014 at 12:34 PM.
Quote from Zoe Moon :
QPLR, and you're past due for an eye exam. If your eyes have changed you shouldn't be wearing those glasses anyway.
If its a minor change,(most likely), it would be very, very expensive to buy eyewear yearly. Progressive lenses, astigmatisms , some people need sunglasses also, you could easily be out $700.00 plus.
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