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.
But it's ok for us to disagree.
Whether the lens broke from a manufacturing defect or mishandling can probably be verified through the scratches on it -- not many scratches indicates proper treatment by the customer, while lots of scratches indicates either mistreatment or proves that stupid plastic lenses shouldn't be used except as safety goggles. Delamination just doesn't seem like user fault.
Multi-part systems, such as laminating
and fusing, where two or more pieces
are joined to form the final lens
Luxottica also has in-location AR systems so not all go to AR lab outfits.
I agree typically no adhesives are user to fabricate eyeglasses...only in very rare cases.
For most opticals shops/offices, they either have their own in-office surfacing lab or use an outside lab, where they just surface or edge the lenses to fit into eyeglass frames. They can also do lens tintings which is pretty simple (just dipping the lenses in the tint solutions). Most of the time with AR coating, the lenses are either purchased precoated or they are sent to special labs (only a few in the country) that can apply AR coats.
This is what I've seen and heard in my years in the industry. Boltman mentioned Lenscrafters being able to laminate/adhere two lenses together and having AR coating done at their own labs. That I do not know because I've only worked at Lenscrafters a few times when I first graduated and never ventured into their lab.
For most opticals shops/offices, they either have their own in-office surfacing lab or use an outside lab, where they just surface or edge the lenses to fit into eyeglass frames. They can also do lens tintings which is pretty simple (just dipping the lenses in the tint solutions). Most of the time with AR coating, the lenses are either purchased precoated or they are sent to special labs (only a few in the country) that can apply AR coats.
This is what I've seen and heard in my years in the industry. Boltman mentioned Lenscrafters being able to laminate/adhere two lenses together and having AR coating done at their own labs. That I do not know because I've only worked at Lenscrafters a few times when I first graduated and never ventured into their lab.
How good or bad was Lenscrafters when you worked there, and were coatings ever misapplied?
How good or bad was Lenscrafters when you worked there, and were coatings ever misapplied?
So, my question would be... if it's something I did, why is it only affecting the left lens and not the right? Does the right side of my face somehow stay cooler than the left? Perhaps I only use solvent cleaning solutions to clean the same one lens, every time.
Sign up for a Slickdeals account to remove this ad.
How good or bad was Lenscrafters when you worked there, and were coatings ever misapplied?
I didn't like it because fundus photos are only needed if the DFE was performed and something unusual was found. Then, it could be photo'ed to monitor it yearly. To push for 50% of ppl to get fundus photos to be done, it's just all about the money. Because, you usually won't find retinal anomalies in 50% of patients!
As for the optical side, it's kind of shady if you ask me. They use a lot of gimmicky marketing ploys like "Featherwates" and "Featherwates Plus"......which is JUST polycarbonate lenses. However, they'll tack on extra anti-scratch coating on polycarbonate lenses and call it "Featherwate Plus" and charge patients MORE.
Note, ALL polycarbonate lenses already HAVE anti-scratch coating for FREE and automatically get a 1 yr warranty by any optical shop/lab. However, Lenscrafters are charging customers for "extra" and "better" antiscratch on lenses that really don't need it.
Yes, it's like there's a plastic layer on the back that is becoming de-fused from the lens itself. Occasionally after the lenses get wet, you can see where parts of it bubbles up. You can also feel a texture difference in that lens versus the right.
So, my question would be... if it's something I did, why is it only affecting the left lens and not the right? Does the right side of my face somehow stay cooler than the left? Perhaps I only use solvent cleaning solutions to clean the same one lens, every time.
So, did you ever use lens solutions to clean your glasses?
I do feel bad for you. But, lens coatings cracking or peeling off after 1-2 yrs of wear is fairly common if you're not careful with your glasses. If you were my customer, I would give you a really good discount on the replacement. I couldn't replace for you free of charge because high index lenses actually cost me about $200 wholesale for the lenses alone. And that doesn't even include coatings and surfacing fees that my lab would charge me.
Yeah, I think I'm gonna give Warby Parker a try. Thanks for your help, CC.
Let us know how Warby Parker works out.
http://www.retailmenot
Yes, it's like there's a plastic layer on the back that is becoming de-fused from the lens itself. Occasionally after the lenses get wet, you can see where parts of it bubbles up. You can also feel a texture difference in that lens versus the right.
So, my question would be... if it's something I did, why is it only affecting the left lens and not the right? Does the right side of my face somehow stay cooler than the left? Perhaps I only use solvent cleaning solutions to clean the same one lens, every time.
Very likely the defect was there from the start because glue is fussy and requires proper surface preparation, application and cure (probably ultraviolet or heat).
I'm sure the adhesive is close to 100% water resistant and unaffected by common cleaners because I know a guy who sprays his plastic lenses a few times a day with a no-wipe cleaner meant for car windshields, and I doubt his lenses or plastic frames have been affected.
Maybe you should go to the optician when it's busiest and clearly explain your situation so other customers can hear. Bring somebody with you because it always helps to have a witness to any lies, hostility, or beatings. If no solution, do the usual Twitter, Facebook, Yelp, and BBB.org. Could there be a safety problem if the lens fell out and got into your eye or caused you to crash while driving a car? If so, file a complaint with CPSC.gov, and specify that you want the complaint sent to the manufacturer.
If you paid by credit card, would their coverage extend the 1-year warranty?
Only once in a blue moon have I seen scratch coats go bad.
Sign up for a Slickdeals account to remove this ad.
cause i'm realizing the titanium raybans i got from lenscrafters dont' seem to be pure titanium. Getting allergic reaction to them.