Hey guys,
I would appreciate some advice here.
I had a patient last week who found us in the yellow pages. She was just calling around to different optical shops to get info on different progressives, and she came into our office because she liked the way I explained the lenses over the phone, which I took as a huge compliment.
She was somewhat cost-conscious, but still wanting a good lens. I fit her with the Hoya ID Lifestyle in Trivex. The seg was 19, the frame fit well and was properly pre-adjusted, trivex lenses, premium ar, etc. I am not sure which lens she was wearing previously, but she complained that she did not have enough reading room, so I figured since we were going with a premium lens that was not a short corridor like what she was previously wearing, she was going to love them.
Wrong.
In our optical, it is just myself and my optical manager selling and adjusting. I have done this for 10 years, and she has been doing it for almost 30. We both really try to check everything thoroughly and if a pair of glasses is not within tolerance or even questionable, we send it right back to the lab. My point is, we are both very picky.
When the patient came to pick up the glasses last week, I was out sick Thursday and Friday, so the other optician was the one to inspect and dispense them. The patient returned the following day, and complained that she could not see through them still. The optician again checked the rx, verified measurements were taken correctly, and sent her back to where she had her exam/refraction down the street.She thought that perhaps her refraction was incorrect.
Wrong.
The doctor or tech that rechecked her told her that their refraction was indeed correct, and that we made the glasses incorrectly and they are off axis and the bifocals are cut off.
The patient is coming back this afternoon to see me for a full refund and returning her glasses.
I explained to the patient on the phone that I would like to check the glasses myself. Perhaps when she took the glasses we made to her doctor's office, they did not mark up the lenses when they read them? Has anyone else had trouble reading some of the digital/freeform lenses if they are not marked up? There is no way the bifocals would be cut off if the seg was a 19, right? I don't even think they have an optical at the place she went, so maybe they aren't familiar with the newer progressives and compensated rxs. I also asked the patient if she would like me to switch brands and perhaps try an AutographII or Varilux, but she no longer trusts us.
I guess I just take it personally when someone can't see out of their glasses and it is something that I fit. Please advise... and sorry for the long-winded post lol.
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