I had placed an order for replacing the lenses in my existing spectacles, purchased in the UK, with the Chandigarh branch in Sec 22B.
When I went to collect them and tried the specs, I found that they needed slight adjustment according to my eyes. The technician made several attempts to do so and in the process damaged one of the new lenses and subsequently the spectacle frame as well. Now the frame is completely useless that I cannot even fit my old lenses or any new lenses in it and will have to buy a whole new set of specs.
When, I escalated the matter, they agreed to refund the advance that I had paid for the lenses but refused to pay for the damages, saying that the adjustment was as per my requirement and at customer risk. I got really cheesed off, because at no point till then did they ever mention that any adjustments would be at my risk. They said that it was clearly stated in the receipt. Had a look at the receipt which had been printed using an old cartridge and no terms and conditions were visible. Then they said, that it is displayed in the showroom, none o[censored]s (we were 4 o[censored]s) could see this anywhere in the showroom.
we then took up the matter with the head office in Goa and they too refused to pay up saying that the changes were at our request and we were liable for the risk. All this exercise has left me poorer by about Rs. 10000. What has annoyed me is that after being caught out on their ignorance, they are taking the support of the customer's risk argument to support their case and that too without pre-warning us before doing any adjustments.
These people are one of the worst customer providers, that we have come across and would advise everyone not to go anywhere near them.
As a result I will now have to spend on a brand new set of spectacles and lenses. These spectacles were made in the UK and I am happy to send you a copy of the invoice once I reach UK.
I was never advised at any point, till the damage was done, that any work undertaken by Zeiss was at the customer's risk. Had I known this earlier, I would not have asked you to do any adjustments. You can also see from the attached advance receipt (scanned at 600 dpi) that one can barely read the details printed on it leave alone any terms and conditions.
The team in Chandigarh and the manager Mr. Vijay Dutta have agreed to refund the advance of Rs. 2000, paid for the new and now useless lenses, by cheque which I am yet to receive. The old spectacles had cost me approx GBP 150, which they have refused to compensate. As a result of this fiasco I will have to purchase a new pair of spectacles from my own pocket for no fault of mine. It is only fair that your company compensates me for this loss.
I look forward to hearing from you regarding this matter ASAP. This is not about blaming any individual but about making amends for poor customer service. It has left a very poor taste about the kind of customer service provided by Zeiss, a company of international repute.
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