Angry customer...

[35oldguy]

I would appreciate any help or ideas on how to solve a problem that has recently arisen in one of my optical stores.

My optician sold a pair of bifocal transitions in a semi-rimless frame. After one week he dropped them and they broke at the top of the lens.

We replaced them free of charge.

He came back three months later with the same problem wanting them replaced a second time for free. We said no that it was abuse.

Now he wants to sue us for his abuse and has made threatening remarks.

Has anyone had this kind of a problem.

Help.

[Steve Machol]

Tell him to go ahead and waste his money on a lawyer. He won't get anywhere and alll he'll do is spend money needlessly.

[For-Life]

Our warranty covers that stuff, but I do get the odd person like that.

The biggest key is to be nice.

Take a quote from that movie Road House with Patrick Swayze talking to the bouncers:

"If a patron gets in your face and calls you a name, ask him to walk, but do it nicely.
If he does not walk, walk him, but do it nicely.
If you cannot walk him alone have another bouncer help you, but do it nicely.
You will be nice until it is time not to be nice..."

Boy that movie was bad.

[OPTIDONN]

We have had some similar situations in the past. We replaced them one last time and explained, and put a note in the file, that the next pair will be at full price. We the proceed to explain that any abuse (dog bites, stepping one, run over with lawn equipment, sat on, etc. etc.) will not be covered only manufacturers defects such as warp or bad coating. Lenses do not break on their own something has to happen to them for that to happen and often it is due to the negligence of the patient. We then explian the we are the ones that determine wether it is abuse or not. For the small extra price we pay for keeping them quiet (the cost of lenses) it keeps them out of our hair and prevents them from excessive bad mouthing us to other people. We hate like heck to do it but it does work a majority of the time. Its a tough situation. I hope that something here may help but I'm sure you already considered it.

[chip anderson]

When faced with such situations, I usually say: "There now do you feel better?"
Then if the problem can't be resolved "peasefully" for a parting comment, I say: "Glad I could help you vent your spleen if nothing else."

Chip

[Spexvet]

Before the threats start, I offer to replace the lens at half price. Hopefully, you mark up enough that it doesn't cost you anything, and he'll be happy with that discount.
Win/win!:cheers:

[Billy Brock]

Trivex

[Jason Carruthers]

35OLDGUY, what is your official policy on lenses breaking?

[Jedi]

Trivex

Bingo

I recently had a similar situation with a woman, in our office. We remade them at 50% off retail, and offered to make them up in Phoenix at a discounted rate.

[karen]

Tell him you will do it in a full rim frame for 1/2 off (or do it in Trivex in the same frame) and then call your lab rep and ask for a favor! Then tell him very nicely that is the last time you will be replacing anything on this pair under warranty. Well, acutally since he is being threatening I might tell him to go fly a kite. I tend to go out of my way for friendly people but not help rude threatining people as much. Let us know what happens!

[35oldguy]

I will. If you have been seeing my previous posts you know that I am in business in Guatemala. This man is an employee of the US Embassy here as a criminalogist with the FBI. He has gone befroe our health minister with us in attendance but nothing was resolved. He said he wants his glasses remade for the 3rd time for free. As a consumer he is going to sue us even though he is here on a tourist visa.

Anyone with some knowledge about international law let me know in regard to this matter.

Tell him you will do it in a full rim frame for 1/2 off (or do it in Trivex in the same frame) and then call your lab rep and ask for a favor! Then tell him very nicely that is the last time you will be replacing anything on this pair under warranty. Well, acutally since he is being threatening I might tell him to go fly a kite. I tend to go out of my way for friendly people but not help rude threatining people as much. Let us know what happens!

[35oldguy]

We do not guarantee the lenses. We did the first time trying to keep a customer but he has proven to be abusive.

35OLDGUY, what is your official policy on lenses breaking?

[35oldguy]

But he got the job done!! I have seen it a number of times.

Our warranty covers that stuff, but I do get the odd person like that.

The biggest key is to be nice.

Take a quote from that movie Road House with Patrick Swayze talking to the bouncers:

"If a patron gets in your face and calls you a name, ask him to walk, but do it nicely.
If he does not walk, walk him, but do it nicely.
If you cannot walk him alone have another bouncer help you, but do it nicely.
You will be nice until it is time not to be nice..."

Boy that movie was bad.

[CME4SPECS]

I will. If you have been seeing my previous posts you know that I am in business in Guatemala. This man is an employee of the US Embassy here as a criminalogist with the FBI. He has gone befroe our health minister with us in attendance but nothing was resolved. He said he wants his glasses remade for the 3rd time for free. As a consumer he is going to sue us even though he is here on a tourist visa.

Anyone with some knowledge about international law let me know in regard to this matter.

Sounds like he is throwing his weight around! Let him figure out how to sue in YOUR country. Bet he won't.

[Jedi]

We do not guarantee the lenses. We did the first time trying to keep a customer but he has proven to be abusive.

When a customers starts to become abusive, I feel it's best to refuse service until they can act like a human being, it's BS for anyone to be on the recieving end of that.