Product: Ray-Ban RB3183 004/82 63-15 3P
Problem: Crack in lens near nose pad screw (see photo)
Resolution time: 37 business days; September 30, 2014 – November 21, 2014
September 30, 2014 – Noticed a crack in the right lens
The last time I used my sunglasses was in Vegas and I’m fairly certain that there was nothing wrong with it back then. In any case, I sent out an e-mail to Ray Ban/Luxottica’s Warranty Department to see if they could replace the lenses under warranty. I bought the sunglasses from Amazon earlier in the summer (June 26, to be precise) so I’ve only had the sunglasses for about 3 months.
October 1, 2014
The CSR replies and asks for the following information:
- Full model number of your frame. This should be written on the arm, inside your frame (ex RB3025 001/51 58 14 135).
- A copy/scan or your proof of purchase (original receipt or debit/credit statement confirm the purchase date).
- Pictures of the damages
- Complete address
After I reply with the necessary information, I am informed by Luxottica that “we will be replacing your lenses for you under warranty.” They also mentioned that they don’t have my lenses in stock at this time and that it would take them 2-3 weeks to get a shipment for it in. As a result, they want me to send in my sunglasses on October 15th instead of right away. I wasn’t in a rush to get them fixed so it was not that big of a deal that I had to wait 2 weeks.
October 16, 2014
I shipped out the sunglasses in the original box and case via Canada Post to their North American Returns Department located in Mississauga.
October 21, 2014
Package arrives at their location and I send an e-mail to them to confirm that they received it.
October 22, 2014
I received confirmation from the CSR that they were received yesterday (October 21) and that the warehouse needs 7-10 business days to return them back to me. Great! Or so I thought.
October 25, 2014
I received an e-mail from a different CSR that they received my frame and that the temples I “requested” were not available anymore. This should have been a red flag as they started talking about the frame/temples instead of the lenses. At the time, I thought that they were going to end up replacing everything (lenses + frame) despite their earlier e-mail indicating that they were only replacing the lenses themselves.
October 29, 2014
No response to my e-mail and I’m not sure what’s going on at this point so I e-mail them to ask for an update.
November 3, 2014
I am surprised by a package that was delivered by ICS Courier. At this point, I have not received any e-mails from Luxottica with a tracking number or a simple e-mail telling me that they sent out my sunglasses.
To my dismay, they replaced the FRAME and NOT the lenses. The right lens still has a crack by the nose pad.
1:39pm: Off I go to send an e-mail to Luxottica to inform them of this mistake.
2:34pm: The second CSR, the Operations Manager, replies back promptly and tells me that they’ll pull up their file for me and let me know what happened.
6:15pm: The Operations Manager tells me that they have ordered the lenses for me. She asks if I’m going to be able to put in the new lenses and if not, I would have to send them back in or go to an authorized dealer. Lastly, she reminds me that “I am not charging you for the lenses replacement.” I sure hope not.
In the reply, there’s a forwarded message from the first CSR that shows my file. Let’s see what it says! Oh, look. “Lense [sic] cracked… by nose pad screw.”
11:48pm: I sent an e-mail back to them to remind them that, on October 1st, they informed me that the lenses were being replaced and that they were going to order them. I also mentioned that I would not be replacing the lenses myself and I asked if Luxottica would be giving me a free shipping label to send the sunglasses back. I see no reason why I should have to pay for shipping twice when it’s entirely not my fault.
The waiting game continues and I am definitely disappointed by Luxottica’s support. I am not disappointed at the fact that they made a mistake (because everyone does, at some point, right?). I am disappointed, however, at their lack of communication. All they would need to do is say: “Hey! We’re sorry that we messed up. Here’s a shipping label for you to send your sunglasses back and a $X voucher or some form of compensation.” Heck, even the last part with the compensation isn’t even really required.
November 7, 2014
Sent another e-mail to inquire about what’s going on. No reply from Ray Ban.
November 10, 2014
Sent another e-mail since it’s now been a week since their last response. Still haven’t heard a thing.
November 11, 2014
After one week, I get the following response:
Jason
I will check and get back to you shortly.
Thank you
November 13, 2014
Received a response at 6:38pm:
Jason, your frame should be coming in on Monday. There was a full replacement as the girl who worked here said this was shipped out to you and a letter as well. Did you receive anything from us or ICS left a letter about delivery.
I am not sure what she did but I had to order the frame from Italy and I am hoping to get on Monday. If not Tuesday the latest.
Sorry for not answering sooner as I was training the new girl and had to go they emails to check and I had a backlog.
Will contact you when your frame arrives here.
Based on the above quote, it looks like I’m getting a new set of sunglasses. Hopefully they arrive some time next week. *crosses fingers*
November 19, 2014
My new sunglasses arrive at Luxottica and they inform me that they are shipping it out tomorrow.
November 21, 2014
After a ridiculously long wait (over 1.5 months), brand new sunglasses have been delivered via ICS Courier!
Conclusion
This entire process took much longer than expected and I’m glad that it’s finally over with.
One of the major things that Luxottica / Ray Ban has to improve on is communication. A customer should never be left in the dark and they should never have to send in an e-mail to ask for an update. Even if the CSR’s don’t know what’s going on or if they’re waiting on something to happen, the CSR should let the customer know that it’s under control so that the customer can, at least, have peace of mind knowing that their issue is taken care of. It’s really not that hard to send out an e-mail saying, “We are currently waiting on X to happen. We hope that it will be done by Y. Once it’s done, we’ll send you another e-mail.”
In any case, I now have two pairs of Ray Ban sunglasses and I will probably continue using the old one until it completely breaks.
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