I can't belive the response that I just got back from Oakley concerning an issue I am having with my x-metals. Not only was the response to my email poorly written, it just proves how little they actually stand behind their product due to the fact that they depend on people having to get their glasses fixed and paying for them.
Below is the response with my original email under it.
_________________________________________________________________
Dear Michael,
Thanks for your e-mail
I apologize for the inconvenience but unfortunately there is nothing I can do to change anything. I understand the pealing of the iridium coating is not your fault but we are only able to warranty our glasses for one year. This may not be the longest warranty out of all the other companies but it is one of the reasons why Oakley is so successful, You must understand that if we just replaced every ones glasses at no charge Oakley would make any money and eventually go out of business. So there is the solution of the low cost replacement such as the $49 evaluation fee on your glasses.
It is your choice to no longer purchase Oakley, I’m sorry to hear that you have switched to another company but also the Costa Del Mar lenses are not as clear or contrast assisted as Oakley lenses.
Once again I apologize for the inconvenience and hope one day you will purchase Oakley products again.
Sincerely,
Chris H.
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From: Whitten, Mike [mailto:[email protected]]
Sent: Wednesday, August 02, 2006 1:49 PM
To: info
Subject: Very disappointed
Dear Oakley,
I have been a loyal since customer for over ten years now. Today is the first time that I have felt like I needed to consider other manufacturers for a pair of sunglasses. I have owned five different pairs of Oakley’s and over the years I have found that the service and support was unmatched. On several occasions I had a malfunction with my Oakley Zero’s and my A-Wires and just sent them in with a brief description as what the issue was. My glasses were always returned to me within the next week, and on two occasions a whole new pair was sent to me free of charge. I have never had to pay for repairs on my glasses even when over 1 year old, nor have I ever questioned buying another pair due to this fact.
Today has changed my mind.
After speaking with a polite representative named Manny about my current glasses, polarized Juliet’s, I was informed that it would cost me $49.00 to replace the lenses. Despite keeping covetous care over my Juliet’s the polarized coating, on my most expensive pair of Oakley’s yet, is literally flaking off from the inside. I have kept the glasses in a clean and new Oakley bag and a vault for their entire life so abuse has never been an issue. My X-Metal Juliet’s with blue ice polarized lenses were purchased in December of 2004 as a Christmas gift and have been my most favorite pair of glasses, but when I purchases said glasses it was with the understanding that what I was paying for was not just the material it was the name that backed the glasses and quality of which was associated with that name. I informed Manny that I was astounded at what I was hearing. The reason being that I was now being told that my glasses were not a warranty item and that if the lenses were to be fixed it would be on me to pay for them even though the damage that was present was an apparent flaw in the product. The polarization flaking off has now gotten to a point that I can no longer wear my glasses as the lenses distort what you are viewing. Seeing this as an issue I wanted to again turn to Oakley for assistance as they have always come through in the past and fixed my glasses with no questions asked. It was this well executed policy that kept me buying Oakley products however with its’ departure from the company I shall to have to regretfully excuse my business as well.
I plan on purchasing a pair of Costa Del Mar’s to replace my beloved Juliet X-metals, it is not in the least what I would like to do but I refuse to pay to fix an issue on my sunglasses that was not caused by me, the wearer. Costa has already informed me that they have a lifetime warranty to back any defect in their lenses and this is why I must take up this offer.
Kind but disappointed regards,
Michael Whitten
Former customer
Below is the response with my original email under it.
_________________________________________________________________
Dear Michael,
Thanks for your e-mail
I apologize for the inconvenience but unfortunately there is nothing I can do to change anything. I understand the pealing of the iridium coating is not your fault but we are only able to warranty our glasses for one year. This may not be the longest warranty out of all the other companies but it is one of the reasons why Oakley is so successful, You must understand that if we just replaced every ones glasses at no charge Oakley would make any money and eventually go out of business. So there is the solution of the low cost replacement such as the $49 evaluation fee on your glasses.
It is your choice to no longer purchase Oakley, I’m sorry to hear that you have switched to another company but also the Costa Del Mar lenses are not as clear or contrast assisted as Oakley lenses.
Once again I apologize for the inconvenience and hope one day you will purchase Oakley products again.
Sincerely,
Chris H.
--------------------------------------------------------------------------------
From: Whitten, Mike [mailto:[email protected]]
Sent: Wednesday, August 02, 2006 1:49 PM
To: info
Subject: Very disappointed
Dear Oakley,
I have been a loyal since customer for over ten years now. Today is the first time that I have felt like I needed to consider other manufacturers for a pair of sunglasses. I have owned five different pairs of Oakley’s and over the years I have found that the service and support was unmatched. On several occasions I had a malfunction with my Oakley Zero’s and my A-Wires and just sent them in with a brief description as what the issue was. My glasses were always returned to me within the next week, and on two occasions a whole new pair was sent to me free of charge. I have never had to pay for repairs on my glasses even when over 1 year old, nor have I ever questioned buying another pair due to this fact.
Today has changed my mind.
After speaking with a polite representative named Manny about my current glasses, polarized Juliet’s, I was informed that it would cost me $49.00 to replace the lenses. Despite keeping covetous care over my Juliet’s the polarized coating, on my most expensive pair of Oakley’s yet, is literally flaking off from the inside. I have kept the glasses in a clean and new Oakley bag and a vault for their entire life so abuse has never been an issue. My X-Metal Juliet’s with blue ice polarized lenses were purchased in December of 2004 as a Christmas gift and have been my most favorite pair of glasses, but when I purchases said glasses it was with the understanding that what I was paying for was not just the material it was the name that backed the glasses and quality of which was associated with that name. I informed Manny that I was astounded at what I was hearing. The reason being that I was now being told that my glasses were not a warranty item and that if the lenses were to be fixed it would be on me to pay for them even though the damage that was present was an apparent flaw in the product. The polarization flaking off has now gotten to a point that I can no longer wear my glasses as the lenses distort what you are viewing. Seeing this as an issue I wanted to again turn to Oakley for assistance as they have always come through in the past and fixed my glasses with no questions asked. It was this well executed policy that kept me buying Oakley products however with its’ departure from the company I shall to have to regretfully excuse my business as well.
I plan on purchasing a pair of Costa Del Mar’s to replace my beloved Juliet X-metals, it is not in the least what I would like to do but I refuse to pay to fix an issue on my sunglasses that was not caused by me, the wearer. Costa has already informed me that they have a lifetime warranty to back any defect in their lenses and this is why I must take up this offer.
Kind but disappointed regards,
Michael Whitten
Former customer
