Sometimes things just don’t work out as well as we had hoped. Then what? Susan got some glasses about six months ago, very cute and stylish. In the real world, though, the small lenses left her unhappy with her peripheral vision. The bad news is that we really didn’t know that there was an issue. The good news is that when I was finally able to get her on the phone about completing some warranty work on her frames, I found out that the glasses “weren’t fitting right.”
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| (Note - this photo doesn't do Susan justice!) |
Once she came in, I was able to listen to Susan, and determine exactly where the performance of the glasses did not meet up with the expectations. I realized then that she needed a complete restyle, with larger frames and lenses, and with a non-standard fit to accommodate her particular needs.
We spent a fair amount of time finding a frame that she liked, and that I knew would resolve the performance issues. Even though this was technically beyond our warranty period for this type of situation, I replaced both frame and lenses at no charge to her, which really surprised her.
Susan came in and picked up her new glasses, still a bit skeptical. A few days later, I got a note in the mail that says, in part “I love the glasses and can see so much better. You turned an unhappy customer into a customer for life!!” Susan, it was our pleasure to help you, and to ensure that you are completely satisfied with your eye wear purchase.
I’ve said it before, and I’ll say it again – if YOU aren’t fully satisfied with your glasses or contact lenses, let your provider know – they can’t help you if they don’t know there’s a problem.
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