warranty?

[mma]

what criteria do you use to warranty a frame that a patient or a customer has purchased from you?

do you warranty just manufacturer's defects?

what about breakage (patient's fault)?

[Chris Ryser]

Easy...................

Have you ever totalled and ruined you brand new car, and gotten another new one under warrant?y ?

[Golfnorth]

what criteria do you use to warranty a frame that a patient or a customer has purchased from you?

do you warranty just manufacturer's defects?

what about breakage (patient's fault)?

My chosen criteria is that I will replace a broken frame at no charge for 2 years from date of purchase regardless of how the breakage occurs. The last thing I want is a post-mortem at the dispensing table. Before purchasing I work the warranty into the sales presentation and say that I am so confident of the quality of the frames that I carry that I warrant them for 2 years regardless of how they break. I then say that I only want the prospective client to only pay me once for the glasses.

Regards,
Golfnorth

[conor]

I will replace with no quibble up to 6 months . After that , I only cover manufacturers defects , which ,I find , are quite rare .

[bob_f_aboc]

Our set policy is 1 year for manufacturer defects. However, the attitude and demeanor of the patient can go a long way to help determine what I consider a 'defect'. ;);)

[For-Life]

As long as they bring in the parts within two years of purchase, we warranty it. Call it value or competitive advantage.

Yeah, you can try to play the "it's the principle of it" argument. Personally, I felt that doing things based on principle only never really worked out that well.

[eryn]

We replace the frame once within two years for almost any reason. Our written policy states "manufacturing defect", but honoring the warranty even when it is the patients fault creates good will.

[ohioeyeguy]

Do all of you follow these guidlines even when the pt brings in a pair that fell victim to the family dog?

[KStraker]

We will use a warranty exchange on anything that has not been run over by a car or chewed up by the dog/patient.

[finefocus]

We don't say we warrant the frame against breakage, that the manufacturer does (quite true). We also say, "If there are tire tracks across the pieces, they'll probably turn us down". We imply that there are limits, that some breakages are just beyond warranty definitions. And like a previous poster, we seriously feel that attitude counts.

[For-Life]

Do all of you follow these guidlines even when the pt brings in a pair that fell victim to the family dog?

Yes

[sharpstick777]

what criteria do you use to warranty a frame that a patient or a customer has purchased from you?
do you warranty just manufacturer's defects?
what about breakage (patient's fault)?

Although you try to be objective you have to take each case individually. If the frame is 2 weeks old and you don't cover a breakage you may lose a patient. I have a patient who spends over $5K a year in our office (family of 5 most in Acuvue 1 Days) if she breaks her glasses at two years not only do I get her a new pair, I will drive to her house to fix 'em, and apologize for the trouble she went through.

...basically is a business decision.

Generally I offer a 1 year warranty on manufacturer defects. I have extended that when the defect just didn't show up (one lens I had was beveled badly and caused the A/R to peal down the middle after 15 months because of the stress). I also cover personal defects but for about 90 days. But if its a $ loyal patient I will go the extra mile (and let them know it).

Sharpstick