Actually, it's a common solution that many companies use, and which
has been positively reported on in this forum. Zenni has done this
with broken or mangled frames, and had almost universal praise for
handling it this way.
Bottom line...It is acceptable. Perhaps we should ask if it is
acceptable *to you.*
One question first...what glasses are they? Full rim, half rim, or
rimless? It makes a big difference in how easy it is to switch the
lenses, especially for a first timer.
Now, back to your question. Let's try to think of it from the
company's point of view...they are admitting a problem (miraculous in
and of itself) and trying to make it right...but trying to do so at
minimal cost and trouble to themselves. Good will is great, but good
will that costs practially nothing is better!
You, of course, would like to get it taken care of with as little pain
to you, as possible...this is when a brick 'n mortar optometry shop is
handy, since you can go in, hand the lady the bad glasses, and she
brings them back and places them on your face. Full service, but with
proportionally higher costs. A tradeoff.
When dealing online, it is best to try to try for some sort of middle ground.
If you're comfortable swapping out the lenses yourself, then it's no
big deal. If not, you'll *have* to hire someone to do it for you, and
that will likely mean paying them.
I would insist that the $39 pay for the additional costs, since they
have admitted that they are a direct result of their shipping or Q/C
problem. OR, that they take them back and switch the lenses out,
themselves.
If you decide to deal locally, the way you word your request will
likely affect the service you receive. Look at these two examples:
"I bought these online, and they arrived broken. Can you fix them for me?"
"I bought these somewhere else. Since they're out of town, they just
shipped me the replacement frames, and asked that I have someone local
do the repair."
Most local places feel threatened by the online option, and will not
respond positively to request number one. Conversely, they'd all
understand request number two, and likely be sympathetic.
-- Chuck Knight
On Tue, Dec 29, 2009 at 12:05 PM, powrwrap <[email protected]> wrote:
> On Dec 28, 1:21 pm, Winnie <[email protected]> wrote:
>> I recently ordered my first pair of glasses online (thanks to
>> GlassyEyes for the coupon). The lenses were fine, but the frame itself
>> was very off-center; one temple piece was much higher than another so
>> that the glasses hang at an angle across my eyes.
>>
>> Customer support said that since the lenses were fine, they'd just
>> send me a new frame. I will have to replace the lenses myself or find
>> a local retailer to do it.
>>
>> Would you be happy with this solution?
>
> Absolutely not! They are expecting you to pay more money to fix their
> defective product, unacceptable.
>
> They need to pay shipping to have the glasses sent back to them where
> they will replace the lenses in new frames at no cost to you, then
> ship them back to you.
>
> --
> Check us out at the oft-updated http://glassyeyes.blogspot.com!
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