PAL Non Adapts?

[PAkev]

Although most quality lens manufacturers offer credit for PAL non adapts, it is always an akward situation when the patient asks for a refund for the difference between the PAL and Bifocal lens price.

We provide a premium product and they pay a premium price. So is it fair for them to pay for something they do not recognize value for and is it fair for us to be consumed with the additional time and expense of remaking the Flat Top lenses?

My policy has always been No Cost imposed for remaking FT bifocals within 60 days and No Refund of the premium lens difference. Since my pharmacist never offered a refund if a prescription medication didn't work, I feel this is a fair even steven policy. However, it seems that over the past few months I am being challenged on this policy more often. I'm thinking about having a written non adapt policy for first time PAL and FT converts to be given at purchase.

Thoughts appreciated

Kevin

[Pete Hanlin]

I believe the whole issue of "non-adapt" warranties probably harkens back to the emergence of the PAL lens years ago. People are often reluctant to shell out considerable money for new and/or innovative products (unless, apparently, those products promise to shed pounds, cellulite, build muscle without excersize, grow hair, etc.).
:)

The non-adapt warranty is supposed to resolve patient's reluctance to purchase a PAL by promising a refund if the product doesn't work. However, there are at least two levels of "added value" between the manufacturer and the patient (i.e., the lab that surfaces the product, and the ECP who fits and dispenses the product). The result is that a warranty made by a manufactuer doesn't always make it to the end user of the product.

I would suggest that, if you don't wish to honor the manufacturer's warranty on a product, you should put your warranty practices in writing and make them available to your patients before they make their purchase. Otherwise, your patient may make a purchase with expectations based on the manufacturer's advertising- which often includes warranty statements- or upon the experiences of others they know who have purchased the same product elsewhere.

No manufactuer can force you to honor a warranty (unless you have signed a contract which demands that you do so).

To sum, warranty policies should be established at the eye care provider's discretion- but the patient has a right to know if a manufacturer's warranty is not going to be honored by their retail provider.

[Homer]

Pete is correct, as usual, even if a bit wordy.


No written policy here, no refunds here, but always a statement to first time or new refits: "If you simply can not adapt to this optical system, the manufacturer will replace the lenses with bifocals or trifocals, however they do not refund the difference. So you can see that you will end up with lenses you can wear and it will not have cost much to try out the latest technology in the unlikely event that you can not wear them (PALs) comfortably".

This never works after the sale is must ALWAYS be part of the closing statements.

[Texas Ranger]

I'm with Homer; we have fit Varilux lenses since 1978. we tell folks UP FRONT, if for any reason you want to go to a different multifocal design such a FT-28 bifocal or trifocal, there will no ADDITIONAL charge, they'll occasionally, well I'm not ending up with what I paid for; I can say, then we are both risking our time and money to help you have more normal vision. you ar risking the "difference" between the cost of the lined versus the PAL lenses, in the case of some trifocal designs, that's not much cost difference. on the other hand, I have to do all of the labor and time of the refit, which there is cost to, and pay more for the original lenses; whatever you want to do, state your policy UP Front, and if they don't want the PAL, don't push it! be sure to take intricate, monocular measurements to insure that the only factor in their adaptation is the lens design, not the rx or positioning. or you might deside on a "set non-adapt refund", say, $40. say, "if you can't adapt to the PAL, we'll make it over AND refund either the difference or $40, whichever is greater. ( I wouldn't want to do that on vision care plans such as ECPA/Eyemed.

[Bev Heishman]

I agree.

We have a policy in writing also. We do not refund the money. That is why I use premium product. I recently had an MD who went elsewhere.Total cost to him was $450 for another individuals fitting errors. I made new lenses and recommended AR to a total of $250 and he is estatic. A patient for life!

We are implementing another policy on problems with prescription and if they are just not satisfied to 30 Days. I can't tell you how many management frustrations there are on the person who says" I got just got them and I had a problem. Sometimes it is 14 months up to 2 years later. On top of it many of these patients have cataracts, ARMD.(Fun stuff!)

(Let me see sir or madam...you can make me see 20/20 again with these lenses although I am only correctable to 20/40 or 20/60 or better yet 20/100? I think the doctor made a mistake! It's not my fault. Oh he never told me I had these problems!)

We send a thank you card within 3 days of dispensing. I have implemented a call system and it has reduced this problem however there are times that it runs more than one a week and that is way to long.:cheers:

[hysteria]

be sure that they are fitted correctly to start.

if the client is anisometropic then you can say straight out front that they aint gonna be great for reading constantly.

we take the stance that if they have trouble and they want the money back for the difference (even though it rarely happens) we credit the difference towards their next pair of glasses.

[Pete Hanlin]

I'll try to keep this short (for Homer's sake ;) )...

I'm happy to see y'all have solid policies for non-adapt situations (of course, what else would one expect from OptiBoarders?).

Having seen some of the calls that come into our technical services department here at Essilor, I'd say warranty misunderstandings represent a real and substantial problem. Premium products do cost a lot of money, and patients who aren't successful with them get very antsy very quickly.

[PAkev]

Next to the most important of being measured and fitted correctly, I believe that wearing a PAL is also part of a mindset. Those motivated to recognize the optical and cosmetic benefits of the lens will do so and those wanting instant pudding will be your problem child.

I don't like to invite problems but always inform patients of our RX warranty within 30 days of purchase. Although we don't address refunds, sometimes the patient construes this as part of our policy. We all learned a long time ago the patient is always "Made to feel Right" and therefore don't want to get caught in the middle of finger wagging over who the liar is just for the sake of maintaining goodwill.

To sum up, my intentions are to inform patients we are doing everything we can by enabling them to see the best they can with the best optical products. Unlike buying a new dress, suit, shoes, etc. eyewear is customized to the patients specific optical needs and therefore requires qualified professional attention which should not be devalued on the basis of how well it has met the patients expectations.

Kevin

[varmint]

I haven't had a non-adapt to prog lenses in over 3 years!!! I always advise patients of the endless choices of new technology available to them, and I never push anyone to try any lens design if it isn't in their best interest. I've seen folks fit at some of the chains with "thinner & lighter lenses" when they were wearing +.50 reading glasses. Maybe they were at risk of getting hit by a golf ball while reading the scorecard?
I also find that most times the patients complain about their new progressive lenses, it is a legitimate fitting or lens problem and refitting them into Ft bifocals is not the correct choice. Thats just the easy way out!!
Also I would to mention, in private practice not all wholesale labs will refund the difference when you refit a prog into Ft bifocals, especially when you expect them to give you their lowest possible prices, as is necessary to survive in todays market.

[Texas Ranger]

Just another point, I think Varmint is right; we fit primarily Panamics. it is extremely rare to have a non-adapt. but then we get fussy over not making drastic changes in base curves,etc. a big factor is the dr's RX, if the pt has a new rx(unproven), and sometimes the rx will give a -.50 more on the distance with no add change, net result is .50 less add power, they get a PAL and can't read, go back to the (usually) MD, who swears they didn't change the near(kept the same add), and the pts problem surely must be the PAL then they encourage the pt to get back to the FT. about 90% of our "non-adapts" are just rx problems, when remade in the same rx in a FT, they can't read either! duh!