{"id":1526,"date":"2014-11-07T11:36:46","date_gmt":"2014-11-07T16:36:46","guid":{"rendered":"http:\/\/jyong.ca\/?p=1526"},"modified":"2016-10-31T16:06:59","modified_gmt":"2016-10-31T20:06:59","slug":"my-disappointing-ray-ban-rma-experience","status":"publish","type":"post","link":"https:\/\/jyong.ca\/?p=1526","title":{"rendered":"My Disappointing Ray-Ban RMA\/Warranty Experience"},"content":{"rendered":"<p><a href=\"http:\/\/jyong.ca\/wp-content\/uploads\/2014\/10\/rayban2.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-thumbnail wp-image-1529\" src=\"http:\/\/jyong.ca\/wp-content\/uploads\/2014\/10\/rayban2-150x150.jpg\" alt=\"rayban2\" width=\"150\" height=\"150\" srcset=\"https:\/\/jyong.ca\/wp-content\/uploads\/2014\/10\/rayban2-150x150.jpg 150w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/10\/rayban2-100x100.jpg 100w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/10\/rayban2-960x960.jpg 960w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/10\/rayban2-480x480.jpg 480w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/10\/rayban2-320x320.jpg 320w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/10\/rayban2-240x240.jpg 240w\" sizes=\"auto, (max-width: 150px) 100vw, 150px\" \/><\/a><strong>Product:\u00a0<\/strong>Ray-Ban RB3183 004\/82 63-15 3P<br \/>\n<strong>Problem:<\/strong>\u00a0Crack in lens near nose pad screw (see photo)<br \/>\n<strong>Resolution time: <\/strong>37 business days;\u00a0September 30, 2014 &#8211; November 21, 2014<\/p>\n<h3>September 30, 2014 &#8211; Noticed a crack in the right lens<\/h3>\n<p>The last time I used my sunglasses was in Vegas and I&#8217;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&#8217;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&#8217;ve only had the sunglasses for about 3 months.<br \/>\n<!--more--><\/p>\n<h3>October 1, 2014<\/h3>\n<p>The CSR replies and asks for the following information:<\/p>\n<ul>\n<li><span lang=\"EN-CA\">Full model number of your frame. This should be written on the arm, inside your frame (ex RB3025 001\/51 58 14 135).<\/span><\/li>\n<li>A copy\/scan or your proof of purchase (original receipt or debit\/credit statement confirm the purchase date).<\/li>\n<li>Pictures of the damages<\/li>\n<li>Complete address<\/li>\n<\/ul>\n<p>After I reply with the necessary information, I am informed by Luxottica that &#8220;we will be replacing your lenses for you under warranty.&#8221; They also mentioned that they don&#8217;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&#8217;t in a rush to get them fixed so it was not that big of a deal that I had to wait 2 weeks.<\/p>\n<h3>October 16, 2014<\/h3>\n<p>I shipped out the sunglasses in the original box and case via Canada Post to their North American Returns Department located in Mississauga.<\/p>\n<h3>October 21, 2014<\/h3>\n<p>Package arrives at their location and I send an e-mail to them to confirm that they received it.<\/p>\n<h3>October 22, 2014<\/h3>\n<p>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.<\/p>\n<h3>October 25, 2014<\/h3>\n<p>I received an e-mail from a different CSR that they received my frame and that the temples I &#8220;requested&#8221; 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.<\/p>\n<h3>October 29, 2014<\/h3>\n<p>No response to my e-mail and I&#8217;m not sure what&#8217;s going on at this point so I e-mail them to ask for an update.<\/p>\n<h3>November 3, 2014<\/h3>\n<p>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.<\/p>\n<p>To my dismay, they replaced the FRAME and NOT the lenses. The right lens still has a crack by the nose pad.<\/p>\n<p><strong>1:39pm<\/strong>: Off I go to send an e-mail to Luxottica to inform them of this mistake.<\/p>\n<p><strong>2:34pm<\/strong>: The second CSR, the Operations Manager, replies back promptly and tells me that they&#8217;ll pull up their file for me and let me know what happened.<\/p>\n<p><strong>6:15pm:<\/strong> The Operations Manager tells me that they have ordered the lenses for me. She asks if I&#8217;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 &#8220;I am not charging you for the lenses replacement.&#8221; I sure hope not.<\/p>\n<p>In the\u00a0reply, there&#8217;s a forwarded message from the first CSR that shows my file. Let&#8217;s see what it says! Oh, look. &#8220;Lense [sic] cracked&#8230; by nose pad screw.&#8221;<\/p>\n<p><strong>11:48pm:<\/strong> I sent an e-mail back to them to remind\u00a0them that,\u00a0on 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&#8217;s entirely not my fault.<\/p>\n<p>The waiting game continues and I am definitely disappointed by Luxottica&#8217;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: &#8220;Hey! We&#8217;re sorry that we messed up. Here&#8217;s a shipping label for you to send your sunglasses back and a $X voucher or some form of compensation.&#8221; Heck, even the last part with the compensation isn&#8217;t even really required.<\/p>\n<h3>November 7, 2014<\/h3>\n<p>Sent another e-mail to inquire about what&#8217;s going on. No reply from Ray Ban.<\/p>\n<h3>November 10, 2014<\/h3>\n<p>Sent another e-mail since it&#8217;s now been a week since their last response. Still haven&#8217;t heard a thing.<\/p>\n<h3>November 11, 2014<\/h3>\n<p>After one week, I get the following response:<\/p>\n<blockquote><p>Jason<\/p>\n<p>I will check and get back to you shortly.<\/p>\n<p>Thank you<\/p><\/blockquote>\n<h3>November 13, 2014<\/h3>\n<p>Received a response at 6:38pm:<\/p>\n<blockquote><p>Jason, your frame should be coming in <span data-term=\"goog_1532412136\">on Monday<\/span>. 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.<\/p>\n<p>I am not sure what she did but I had to order the frame from Italy and I am hoping to get <span data-term=\"goog_1532412137\">on Monday<\/span>. If not <span data-term=\"goog_1532412138\">Tuesday<\/span> the latest.<\/p>\n<p>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.<\/p>\n<p>Will contact you when your frame arrives here.<\/p><\/blockquote>\n<p>Based on the above quote, it looks like I&#8217;m getting a new set of sunglasses. Hopefully they arrive some time next week. *crosses fingers*<\/p>\n<h3>November 19, 2014<\/h3>\n<p>My new\u00a0sunglasses\u00a0arrive at Luxottica and they inform me that they are shipping it out tomorrow.<\/p>\n<h3>November 21, 2014<\/h3>\n<p><a href=\"http:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-1581 size-medium\" src=\"http:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426-300x200.jpg\" alt=\"IMG_4426\" width=\"300\" height=\"200\" srcset=\"https:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426-300x200.jpg 300w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426-1200x800.jpg 1200w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426-960x640.jpg 960w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426-480x320.jpg 480w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426-320x213.jpg 320w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426-240x160.jpg 240w, https:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426.jpg 1920w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a>After a ridiculously long wait (over 1.5 months), brand new sunglasses have been delivered via ICS Courier!<a href=\"http:\/\/jyong.ca\/wp-content\/uploads\/2014\/11\/IMG_4426.jpg\"><br \/>\n<\/a><\/p>\n<h3>Conclusion<\/h3>\n<p>This entire process took much longer than expected and I&#8217;m glad that it&#8217;s finally over with.<\/p>\n<p>One of the major things that Luxottica \/ Ray Ban has\u00a0to 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&#8217;s don&#8217;t know what&#8217;s going on or if they&#8217;re waiting on something to happen, the CSR should let the customer know that it&#8217;s under control so that the customer can, at least, have peace of mind knowing that their issue is taken care of. It&#8217;s really not that hard to send out an e-mail saying, &#8220;We are currently waiting on X to happen. We hope that it will be done by Y. Once it&#8217;s done, we&#8217;ll send you another e-mail.&#8221;<\/p>\n<p>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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Product:\u00a0Ray-Ban RB3183 004\/82 63-15 3P Problem:\u00a0Crack in lens near nose pad screw (see photo) Resolution time: 37 business days;\u00a0September 30, 2014 &#8211; November 21, 2014 September 30, 2014 &#8211; Noticed a crack in the right lens The last time I used my sunglasses was in Vegas and I&#8217;m fairly certain that there was nothing wrong [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[48],"class_list":["post-1526","post","type-post","status-publish","format-standard","hentry","category-life","tag-rma"],"_links":{"self":[{"href":"https:\/\/jyong.ca\/index.php?rest_route=\/wp\/v2\/posts\/1526","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jyong.ca\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jyong.ca\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jyong.ca\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jyong.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1526"}],"version-history":[{"count":36,"href":"https:\/\/jyong.ca\/index.php?rest_route=\/wp\/v2\/posts\/1526\/revisions"}],"predecessor-version":[{"id":1861,"href":"https:\/\/jyong.ca\/index.php?rest_route=\/wp\/v2\/posts\/1526\/revisions\/1861"}],"wp:attachment":[{"href":"https:\/\/jyong.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1526"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jyong.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1526"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jyong.ca\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1526"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}