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Forum Thread
Glasses Lenses Starting to Delaminate - Lab Refusing to Replace Them. What do?
October 1, 2014 at
10:55 AM
in
Help
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?
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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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!
However, this appears to be something more like an issue with the lab process. The optician said he's only seen this a couple of times before, and was sure that the lab would replace it for free - only the lab is now refusing because it's stating that it's out of warranty. I think 2-3 years would be more the appropriate lifespan for a pair of glasses, especially on the more expensive end of things.
I had a pair of prescription sunglasses crack on me after leaving them in a hot car. I had never had a problem like that before. They were about 18 months old. Lenscrafters initially told me I would now need a new exam and at least new expensive lenses in my regular glasses and sunglasses. It would have been cheaper just to redo everything. I then said all I really need is the lense that cracked replaced. They said they had to at least redo both lenses.
I called corporate...
My lenses were replaced with the same perscription free of charge within about a week.
The markup on these things is very high. It does not cost them alot to make things right.
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Maybe I should make one of these for z2g
I could replace the biker with a Prius and make the light beam in the shape of eyeglasses.
Maybe I should make one of these for z2g
I could replace the biker with a Prius and make the light beam in the shape of eyeglasses.
DH always buys Carl Zeiss lenses and he's never had trouble with his. You might want to look into that brand for your next set of lenses. He has really bad eyesight too.
DH always buys Carl Zeiss lenses and he's never had trouble with his. You might want to look into that brand for your next set of lenses. He has really bad eyesight too.
My glasses never leave my face except for shower time and swimming, mostly. (And sleep)
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