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Thread: Old Transitions 3

  1. #1
    Master OptiBoarder Clive Noble's Avatar
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    Old Transitions 3

    5 years ago we made a pair of Grey Trans3 Panamics with Super ET coating.

    The AR failed after 9 months and was remade, 2 years later the AR was again in a deadful state and the irate Pt asked to have it removed and not replaced, which we did.

    Now he's back again, unfortunately no change in Rx, lenses very scratched (not surprising) but his biggest problem is that the lenses are a permanent 20% greeny/yellow/brown colour and he's demanding a replacement pair.

    Now we all know the answer and which fingers we should stick in the air, but he is a very good Pt and all his family are too.

    Where do we draw the line? He says if there was a change in Rx, he'd buy a new pair, but quite honestly there isn't one and nobody explained to him about the limited life of Transitions

  2. #2
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    If he only gets new glasses every 5 years ago, he can't be a "very good customer". Have you tried the "we have a new and improved" approach to sell him something new that "won't do that over time." Or plastic photochromic lenses are only designed to last 1-2 years?

    You are going to eat lenses forever on this patient with no sales if you don't do something. The scratches should facilitate a ligitimate reason for his paying. Also there is the "defense" that the Rx lasts only 2 yrs.

    This patient sounds like one of those people that in the late Spring goes to home depot every year and buys a lawnmower. Then returns it for a refund in the early fall for a refund year after year.

    It might be legal, it might fit store policy but it sure ain't honorable.

    Chip

  3. #3
    Master OptiBoarder Clive Noble's Avatar
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    You're not wrong Chip

    Clive

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    What's up? drk's Avatar
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    Remake the lenses for free, but be sure to add back the scratches with a Brillo pad!

    Seriously, if he has the complaint that the lenses are still good for him, other than the color, and he was truly unaware of fatigue, and that he doesn't mind the scratches, make him a deal.

    Since you can't just "take out" the Transitions feature, and that you will be incurring cost in making new, scratch-free lenses (a bonus for him), you can remake them at 50% off, no warranty included.

    That way you save face, and don't get ripped off, and he gets what he wants.

    If he is the type of guy that is fair, he will agree. If not, you are either being taken advantage of, or he is just a tough negotiator. Be fair, but be firm.

    Don't let money get in the way of what's fair. Ever.

  5. #5
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    Tell him to go to Lens Crafters, then they can deal with him.

  6. #6
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    If he is unhappy with the transitions remake them in sv clear..low cost and offer to make him a separate pair of sunglasses.

  7. #7
    Master OptiBoarder Cindy Hamlin's Avatar
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    Quote Originally Posted by slaboff
    If he is unhappy with the transitions remake them in sv clear..low cost and offer to make him a separate pair of sunglasses.
    I was going to suggest the very same thing. If you make the Transitions again for him you are giving him another 2-3 years.

    Another option is to make him pay 1/2 on the new lenses. Which in all likelihod is about what he paid completely last time. It just amazes me what people have the nerve to ask.
    ~Cindy

    "If you can't be a good example, then you'll just have to be a horrible warning." -Catherine Aird-

  8. #8
    Cape Codger OptiBoard Gold Supporter hcjilson's Avatar
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    Call a spade a shovel......

    Clive, its common knowledge that Transitions had/has a fatigue factor.I was told originally that Transitions was good for about 32 months, or long past the life of the Rx. I would take the position that the lenses should be replaced due to the fatigue factor, but certainly not at your expense.He bought the product, and the product delivered for him during that time.If he is expecting you to replace them because they didn't last forever, he's being unreasonable. He will like Transitions NG much better, and if you get them with Alize, the lenses are warranteed for the life of the Rx.Long time no see, hope all is well.

    harry
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  9. #9
    Master OptiBoarder Clive Noble's Avatar
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    The End of the Story

    So the Pt turned up today, nice conversation to start with, "How's the family?" He's just sold his dental practice and is now retired..... good pension etc.....

    I offered him the 50% deal, brand new lenses, latest best AR.
    He pulled a face, asked how much it would cost him.... Funnily enough our price was exactly the same as it was 5 years ago, no increase, so he would pay half for a new pair and had 5 years use from the original lenses.

    "How much is a cheap Clip-On?" he asked
    (The Equivalent of ) "$20 I told him.

    He bought one and left.

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