This emphasizes that one person can ruin it for the rest of the team. Recently I received a Satisfaction Survey in the mail for Davis Vision and Dr Corben OD. At the bottom, there were a couple lines for additional comments. For my experience, I needed a lot more room.
After I typed up my experience, I decided to print two copies and mail one to Dr Corben. After doing so, weeks passed by and I received a letter in the mail from him. It was an appointment reminder! No apology whatsoever. I think Dr. Corben himself never saw the letter and someone discarded it. You will quickly figure out who that could be:
Additional Comments
There are two different issues I had with my experience.
1: The quality of work done by Davis Vision.
2: Poor customer service (from one individual at Dr. Corben's office).
I ordered my glasses with photochromic lenses and AR coating. Adrian from Dr. Corben's office called to let me know they were ready. When I arrived, she gave the glasses to me and sent me on my way.
That evening, when I was cleaning the lenses with the lint-free cloth she provided, I noticed random lines/crazing on both lenses. I was able to even see the Essilor insignia on the left lens. It was really difficult to see the blemishes (lines) on the lenses, but if I held the glasses at the correct angle, the reflection of the lights in my home allowed me to see them. It appeared that the lines were fibers of some type that were trapped between the lenses and the AR coating. I was concerned that after a period of time, the AR coating might become crazed where it was in contact with the fibers and the lenses. My wife had AR put on her new lenses around the same time and her glasses do not have the lines on them.
The next morning, I called Dr. Corben's office and Adrian answered. She remembered me and I explained to her what I discovered. She said to bring them in so she could look at them. When I arrived, she was quick to assist me. I tried to explain to her what I found on the lenses, however she seemed to be dismissive and continued to "talk over" me, not really allowing me to explain my finding. I said, "I was cleaning my lenses and noticed little hairs or fibers on the lenses and they won't come off." That is when she started to interrupt and she said, "I don't really see anything. Maybe it was just oil on the lenses." I told her the only way you can really see it is if you reflect light off the lenses and it would be difficult to do it inside the office because it was rather dimly lit. I suggested we went outside and maybe we could see it. We went outside but I was unable to duplicate it.
At this point, I was thinking maybe it was just oil. I thanked her for her time and went home.
As soon as I got home, I was able to see the blemishes again and I even took a photograph of it with my phone. I called again and Adrian seemed to be impatient with me. She said to bring them in and she would send them back to Davis Vision.
When I returned, Adrian's coworkers were really friendly and greeted me. As they were greeting me, Adrian saw me and immediately started walking away from me. I gave the other ladies a quick "run down" of my problem. Adrian was listening to my explanation as I showed the other ladies the photograph of the blemishes. At this point, the one lady said, "Oh, yeah, I can see that. We'll take care of it for you Mr. Dawson. We'll send your glasses back to Davis"
I held out my phone to show Adrian and said, "Would you like to see what I was trying to explain earlier?" Adrian said in a condescending way "No, I'll send them back." I insisted that she saw my photo so she could see and understand and she acted as though it was a difficult task to see it. Adrian was very immature and unprofessional.
I left my glasses and was told they would call me when they arrived. Adrian called when they arrived the second time. She told me to let her know if I found any problems. When I got home, I noticed that the edges of my glasses were not polished. I called and told her my new finding and she said that she could send them elsewhere and it would take maybe two days. At this point, I was so dissatisfied, that I said, "No, I'll just keep them the way they are."
Both Davis Vision and Adrian need to do some quality control on the product. Adrian also needs to work on her customer service skills. read more