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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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Do you have an anti-scratch coating on the lens? Is that whats coming off? Do you use Windex to clean them?
Do you have an anti-scratch coating on the lens? Is that whats coming off? Do you use Windex to clean them?
wait... sassy. thought you typed something else. never mind.
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Here is their info on high index lenses:
https://www.warbyparker
WP allows you to choose 5 frames to try at home for free - which was a nice perk.
When I see my ophthalmologist every year, I have him write my PD (pupillary distance) on my eyeglass prescription. So make sure you have that if you want to order frames online. There are tools online to do it yourself as well.
I ended up ordering from Digby Duke. Less of a selection in terms of frames, but also terrific customer service.
http://www.digbyduke.c
wait... sassy. thought you typed something else. never mind.
Many never escape only to be drones of Luxottica
Many never escape only to be drones of Luxottica
Only in the optical industry, I think, do ppl expect their purchase to be covered for all wear and tear for years.
I don't know if you're actually interested in wearing contacts, but has it ever been suggested to you that you may be allergic to silicone? I kept getting eye infections, as well. I switched to a new eye dr when my insurance changed and he immediately suggested that I was likely allergic to silicone. He prescribed a different brand (one that doesn't use silicone, obviously) and I haven't had any issues since.
That may not be your problem, but it's something to look into if you're interested in trying contacts again.
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