Joined Jul 2009
Permanently Bland
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?
149 Comments
Your comment cannot be blank.
Sign up for a Slickdeals account to remove this ad.
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 would call Corporate and talk to them; this doesn't sound normal
I've had lenses that have lasted well past 4 yrs, not that I wear the same script that long; but they are in that good of condition
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.
just saying...
Sign up for a Slickdeals account to remove this ad.
I'm in the 7s, but that shouldn't make a huge difference. Sounds like I might need to find a new optician.
I'm in the 7s, but that shouldn't make a huge difference. Sounds like I might need to find a new optician.
And I seem to remember being told a higher RX had a greater chance of delaminating the last time I bought specs. Got a BOGO deal (if $500 was a deal) and bought one polycarb set and one standard plastic set as my back up. The glasses are now super old and the polycarb set has some very tiny, verticle lines on the bottom of both lenses. I also find that the polycarb lenses sacrifice some visual acuity for their thinness. Not sure if I'll get them again when I replace these. I did one wire rimmed pair with polycarb and one plastic, faux tortoiseshell with plastic lenses if that helps your comparison.
I can tell you that polycarbonate lenses are easily scratched - so after the back of the lens is grounded down to your prescription then they have to coat the back. They don't normally coat the back of regular plastic lenses or high index lenses, unless you paid extra for anti-reflective or something.
With your high of prescription, I would suggest getting high index lenses next time and staying away from the poly. I have -8 prescription and that is what I would get if I bought new glasses. Since I wear my contacts 95% of the day, I just bought a cheap pair online so that I could walk from the bathroom to the bed, lol.
I can tell you that polycarbonate lenses are easily scratched - so after the back of the lens is grounded down to your prescription then they have to coat the back. They don't normally coat the back of regular plastic lenses or high index lenses, unless you paid extra for anti-reflective or something.
With your high of prescription, I would suggest getting high index lenses next time and staying away from the poly. I have -8 prescription and that is what I would get if I bought new glasses. Since I wear my contacts 95% of the day, I just bought a cheap pair online so that I could walk from the bathroom to the bed, lol.
My vision's prob one of the worst here on SD, -13.00 right eye -13.50 left eye.
i got my latest ones done in Taiwan, Nikon High Index 1.74 lenses. I think they cost $235.00. Got them last January.
I got a set from lenscrafters back in 2011, they were CR39 1.67 lenses. They're obviously thicker than my High Index and don't have the same clarity. Now i dunno if this is because of the nikon lenses being better, but both have the anti-reflect coating and anti-scratch.
Cheapest place to get lenses done are at BJs or Costco, they use normal CR39 lenses and are very cheap, you can get a pair of lenses for $100.
Sign up for a Slickdeals account to remove this ad.
I'm in the 7s, but that shouldn't make a huge difference. Sounds like I might need to find a new optician.