Originally Posted by
Browman
The product is good, I won't deny that, but it's a mater of getting that product in usable condition. We had to return lenses multiple times due to scratches and powers being OOT-- and I mean per job. There is little to no quality control at the lab level. The one job that for me sums up Hoya's dedication to quality is a SV poly safety with standard AR and transitions. NOT a high power job. They kept sending it back to us with incorrect combinations-- AR and transitions but not safety thickness, safety thickness and AR but no transitions, and, once, my favorite of all, everything was correct but the OD was transitions and the OS was not. This is going back about two years but IIRC it took almost eight weeks to get the job in. By that point our office manager had ended up giving the pt a full refund. He's sitll never coming back.
And all of that MIGHT even be acceptable, in some way, if it weren't for the company's attitude. And that is where I drew the line. Because it is never their fault. No matter how poor the quality, how damaged the lens, how late the job, "we're the ally of the ECP!" While our reputation was going down the drain, while I was losing the support of people I'd known and relied on for years, Hoya shrugged their shoulders, clicked their tongues, and assured me that they were "the ally of the ECP!" And did nothing. There were always excuses and never solutions. The only "solutions" they had were to blame some random customer service person or rep who had absolutely nothing to do with quality control or lenses. If we had a flawless job for every person Hoya threw under the bus we wouldn't have ad an issue. But the people on top were never willing to accept responsibility for the damage they caused. And when we severed ties, somehow, WE became the bad guy, and Hoya was blaming US for walking away. It took us going back to the big E to finally get the attention of someone who mattered, and then all they had to say was what a big mistake we were making. No apologies. No solutions. Just more finger pointing and guilt-tripping. And that is unacceptable.
Say what you will about the big E, but the people with whom I dealt always showed honesty, integrity, and ALWAYS accepted responsibility when things went wrong, and rectified it ASAP. I'll take that over anything else any day of the week.
Bookmarks