What's wrong with people

**Sphinxsmith** · 09-11-2014, 06:17 PM

We do repairs of all sorts in our office and we usually see a few a day.
Earlier this week my colleague greeted a young lady who had a broken Persol sunglasses. The break was smack dab in the middle of the bridge and, yes, the frame was acetate. The decision to mend it was made even though the rest of frame was pretty well hammered. As soon as went to remove the lenses one split in the middle, glass.
We told her that we were sorry and were happy to replace the lenses with a nice set of polarized plano, free of charge, and repair the broken frame, free of charge.
She comes back the next day with her mom and told the owner that she doesn't feel like she is being properly compensated. That the Persol is a premium sunglass and that she wants something of equal quality. That even though the frame was broken that it was repairable and we are now responsible for replacing it, the whole thing. Of course, the frame is discontinued. We have no contact or confidence in the local rep and do not nor have ever carried the line.
So now we are at the point of buying the same model with company money from some place online (hopefully). We left a message for the young lady that we will pay for half of the cost and that she is resposible for the other half. We expect to hear from her today...
She brought us a thrashed and fully broken frame and in the process of repairing it the glasses failed further. Am I wrong or does this seem to be a bit pushy and entitled from this young lady? Has this happened to any of you and how did you handle it? Our plan is to take the high road and get this done and over with ... even though we want to tell her to take a long walk off a short peer on her high-horse!

CS

**Paul Smith LDO** · 09-11-2014, 06:39 PM

I employ the same strategy as an automobile mechanic, if you bring me a repair, I charge. If you bring me a broken frame like the above described, I offer a receptacle for the spectacle. However, I point out to anyone coming in for adjustments and or repairs, that I have no information as to what treatment their eyewear has been through and I will not be responsible for breakage.

**Sphinxsmith** · 09-11-2014, 06:52 PM

Well ... she didn't like that offer ... she said she paid alot more for them than that and she is going to have to call us back.

Bottom line ... she is trying to shake us down for more $$$!

Lets get this straight ... you brought in a broken pair of glasses and now I'm giving you a check for $100 ... and you're not happy!?

Mister Nice Guy has limited patience.

**CajunOptician** · 09-11-2014, 07:01 PM

If we break anything in the process of a repair, we will only replace it with something of comparable quality. We do not compensate for the value of the frame or lenses.

I know of some optical locations that have the patient sign a waiver before they will even attempt to repair the product.

**Paul Smith LDO** · 09-11-2014, 07:02 PM

Consider it a valuable part of your education and offer her something from your inventory.

**Sphinxsmith** · 09-11-2014, 07:32 PM

Well ... she wanted more but we told her $100 ... take it or leave it.
The amount of time and haggling involved was just amazing!
Some gems of people are always pushing for something from nothing.
Lesson learned.

**COMEINPEACE** · 09-11-2014, 08:01 PM

i am very familiar w/persol and the glass lenses are very hard, they probably were not even original lenses..persol was etched on lens?
when i rx a pair of persol sunglasses i break out the lenses w/ a hammer so i dont distort the frame in heat(some persols require much heat to remove the lenses)
and believe me they are tough lenses
we all experience people like this and i must say you are quite generous.. and with those google reviews that ANYONE can write(EVEN YOUR COMPETITOR).....we can be at a great disadvantage

**braheem24** · 09-11-2014, 09:12 PM

Get her to repair the frame and you'll put Glass polarized lenses in at no charge.

Everyone takes responsibility for their part.

This has more value then her glasses...

http://www.ebay.com/itm/PERSOL-P-SUN...item4ada8a451a

http://www.ebay.com/itm/PERSOL-3020-...item4d23bbc91f

http://www.ebay.com/itm/Persol-Sungl...item19f36c3907

http://www.ebay.com/itm/Persol-2607-...item5b04ee6484

http://www.ebay.com/itm/Persol-EF803...item1e9170b195

None of which are in 2 pieces.

Sometimes it's easier to just slap the foolishness out of them.

**ml43** · 09-11-2014, 11:32 PM

Any broken frame/repair that comes in, that isn't something you carry.

I would advise them to take it to an affiliate of the manufacture.

In this case Luxottica. I would have told her to take it to lenscrafters/sunglasshut.
It is their product, and they should stand by it.

No point in trying to make a few bucks on a repair, when another company has already filled their pocket quite well on the initial sale.

**mdeimler** · 09-12-2014, 09:56 AM

This scenario happens all the time. Nothing new and people will never change...at least for the better they won't.

**merrymaker** · 09-12-2014, 10:05 AM

Originally Posted by CajunOptician

If we break anything in the process of a repair, we will only replace it with something of comparable quality. We do not compensate for the value of the frame or lenses.

I know of some optical locations that have the patient sign a waiver before they will even attempt to repair the product.

Our office has a waiver that's signed by the patient. solves this issue usually

**Mick** · 09-12-2014, 10:26 AM

Sadly a sign of the times. The girl was obviously raised as she could do no wrong, and now it's your fault her glasses broke. Perhaps a lesson learned to warn of the risks of trying to repair a mistreated frame. Good Luck

**Uncle Fester** · 09-12-2014, 10:49 AM

File this under no good deed goes unpunished!

As others suggest always repair with a "not responsible for breakage" caveat. That said- in Massachusetts we have a small claims court system where if you have the gumption you can play poker with the patient and tell them to "have your lawyer talk to our lawyer and we'll see you in small claims court to see what a judge says".

The lawyers fee alone and probably the time it would take them to file will make them reconsider your more than generous offer.

**Happylady** · 09-12-2014, 10:56 AM

I don't understand. She brought you a broken frame and when one of the lenses broke you offered to replace the lenses and repair the frame for free? And that wasn't enough? I honestly don't get it.

**SeaU2020** · 09-12-2014, 10:58 AM

Too generous! I would have requested we go to People's Court (I love People's Court!)

**CajunOptician** · 09-12-2014, 10:58 AM

Originally Posted by Happylady

I don't understand. She brought you a broken frame and when one of the lenses broke you offered to replace the lenses and repair the frame for free? And that wasn't enough? I honestly don't get it.

I get the impression she was hoping they would break. This way she could try to get a brand new set or monetary value.

**Happylady** · 09-12-2014, 11:04 AM

Originally Posted by CajunOptician

I get the impression she was hoping they would break. This way she could try to get a brand new set or monetary value.

But they were already broken!

**CajunOptician** · 09-12-2014, 11:09 AM

Originally Posted by Happylady

But they were already broken!

But the lenses were not. Her actions and expectations are unusual.

**Happylady** · 09-12-2014, 11:23 AM

Originally Posted by CajunOptician

But the lenses were not. Her actions and expectations are unusual.

But you offered to replace the lenses for free.

**CajunOptician** · 09-12-2014, 11:30 AM

Originally Posted by Happylady

But you offered to replace the lenses for free.

Exactly. The fact that she wanted more than that is what makes it suspicious.

**Wes** · 09-12-2014, 11:56 AM

It is nearly impossible to deal honorably with dishonorable people.

**Robert Martellaro** · 09-12-2014, 12:24 PM

Originally Posted by Wes

It is nearly impossible to deal honorably with dishonorable people.

Not without selling your soul to the lowest bidder.

We're re-watching the series Deadwood.

In the Pilot, after a brouhaha with a potential customer, Star says to Bullock:

My father's last words, just before
he passed away there in Vienna --
"Sol, those who can't abide a goddamn
fool get slowed down some at retail."

http://www.weeklyscript.com/Deadwood%20-%20Pilot.txt

**9520g** · 09-12-2014, 12:29 PM

Anytime I do a repair and the frames did not come from my inventory I tell that is is at there own risk.

**Mizikal** · 09-12-2014, 01:07 PM

I feel horrible when glasses get broken during an adjustment and I feel worse when they are not our glasses . I t understand your willingness to replace the broken lens. I would want to do that to. Not because I am liable. I would do it because it would make me feel better about the situation. However, some people misread kindness as a weakness. I would tell her I would replace the lenses as a couresy and let that be the end of it. The glasses were not brand new and the frame was already needing repaired. I assume it is still repairable. That way she can walk out with a pair of sunglasses and you can feel better. They have to understand that they didn't win the glasses jackpot when you broke her old glasses.

**Sphinxsmith** · 09-12-2014, 05:32 PM

"Give them an inch ... and they'll take a mile!"
Well that was the name of her game. After having to very bluntly explaining our point of view and desire to rectify the situation she seemed to come around and excepted the $100. I wish I had a transcript of the many and long winded conversations from the last week. As I raise my two little ones I will be adamant to eliminate any sense of the self-entitlement I see so often in today's youth.
*Sheesh Man! Take some responsibility for your own actions!*

CS