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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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It is like going to a doctor. You have to have glasses just like you need to see a doctor when you are sick.
Every major glasses shop (LensCrafters, Pearle Vision, Oliver Peoples, Sears Optical, Target Optical, Sunglass Hut, Ray-Ban, Oakley, Chanel/Prada/Dolce/etc) is run by the same conglomerate monopoly, Luxottica.
They are a cutthroat business that basically dictates the price of frames, and are the sole reason why we have accepted as a nation that frames/lenses costs are just going to be unreasonable and that's that. You may think that you have choices, but in actuality, you don't.. not to mention Luxottica owns the second-largest vision insurance, EyeMed.
http://www.cbsnews.com/news/stick...10-2012/3/
OP, I highly recommend ditching a traditional shop (particularly THIS traditional shop), and going with Warby Parker, an online glasses shop. I have had nothing but an excellent experience. I showed them to my optometrist upon my last exam/fitting (which, btw, a fitting should not be more than $100, ever), and she couldn't believe they were bought online. My frames only cost $125, and that's with high-index lenses.
But i have some handmade hipster frames from Japan
It is like going to a doctor. You have to have glasses just like you need to see a doctor when you are sick.
If you're seeing a new doctor every year, it's unheard of for the new doctor to just update your contact lens prescription without performing a contact lens evaluation and charging you for it. It's actually malpractice!
Did you use vision insurance? I think maybe they billed your vision insurance for the contact lens evaluation and that's why you thought you didn't have to pay for it.
my normal Optometrist just gives me a new contact script every year when I go for my daily eye checkup.
I don't get refitted unless i request a new brand contact, or a few years ago when he saw my old contacts were causing corneal neovascularization.
He switched me off Biomedic 55 and had me do a new refitting trying out a few diff lenses. That cost $85.00 for the fitting. But normally he just writes the new script with my annual checkup.
I don't know if it's so much promotion.. I'm curious, though
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im just messing with ya anyway
Though from now on im gonna buy my lenses in taiwan, fark the USA prices!
my normal Optometrist just gives me a new contact script every year when I go for my daily eye checkup.
I don't get refitted unless i request a new brand contact, or a few years ago when he saw my old contacts were causing corneal neovascularization.
He switched me off Biomedic 55 and had me do a new refitting trying out a few diff lenses. That cost $85.00 for the fitting. But normally he just writes the new script with my annual checkup.
PM me!!!
you do if you buy overseas!
I don't know if it's so much promotion.. I'm curious, though
Like I said I feel bad that paints glasses only lasted 1.5 years. Sad. He should have been able to get more use from them.
Eyeglass RX with optometrist one year and ophthalmologist two or more.
This is the norm in my state. Not sure if it is ever place.
Usually I support smaller businesses (which this eye place was), but fark that. I'll take a look at Warby Parker instead!
Like I said I feel bad that paints glasses only lasted 1.5 years. Sad. He should have been able to get more use from them.
With companies with better customer service, if there is a major defect in their product that causes it to be unusable (even after the warrant expires), they would do the right thing and replace it. There is such a high markup on lenses, it's not even funny. This place would be out a very minimal amount to keep a returning customer. But the thing is, they just don't give a damn about the customer (and this is both the optometrist and the lab - I saw how much the lenses actually cost from the lab itself when dude was looking over the paperwork). I would have gladly gone back in February (glasses would have been 2 years old), to buy some more. But after the shitty customer service experience I had (being told they would be definitely be free replacements, then calling half an hour later saying oh no, sorry, you should just come in for a new eye exam and new lenses, then oh, the lab will call you and never receiving a call), I'm not going back.
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With companies with better customer service, if there is a major defect in their product that causes it to be unusable (even after the warrant expires), they would do the right thing and replace it. There is such a high markup on lenses, it's not even funny. This place would be out a very minimal amount to keep a returning customer. But the thing is, they just don't give a damn about the customer (and this is both the optometrist and the lab - I saw how much the lenses actually cost from the lab itself when dude was looking over the paperwork). I would have gladly gone back in February (glasses would have been 2 years old), to buy some more. But after the shitty customer service experience I had (being told they would be definitely be free replacements, then calling half an hour later saying oh no, sorry, you should just come in for a new eye exam and new lenses, then oh, the lab will call you and never receiving a call), I'm not going back.