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Thread: Disappointing Service from Large & Renowned Optical Store

  1. #1
    Join Date
    Mar 2004
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    kota kemuning
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    Thumbs down Disappointing Service from Large & Renowned Optical Store

    I purposely went to get a MULTI COATED, NON-REFLECTIVE glasses for my wedding photo shoot, and also the coming reception, in 10 days!
    So, were we shocked....and really disappointed when the photo samples came out, and all we saw was greenish reflections on my glasses! We had around 700+ studio&outdoor photos....and most of them came out with that green thing! Even my photographer remarked that my glasses didnt seem like they came with non-reflective lenses!
    Disappointed & feeling really wasted, we went back to the large outlet to demand and explanation. So, Mr S, the senior staff, told us, "Oh, I didnt say it was 100% non-reflective....it is 99%!"
    We showed him our photo samples, and all he offered was a QC check with the supplier.
    A week later, we went back to collect the "results".He told us, the lenses were too curved for it to be non-reflective to as much as his earlier mentioned 99%!
    and they replaced the lenses....
    So, instead of waiting to see us through the new lenses, he went "hiding" and a junior staff had to "settle" this customer complaint. We were not satisfied with the lenses really....it was still the same greenish reflection...and we cant risk having our wedding day photos all shot with that glasses! So, we demanded a refund JUST FOR THE LENSES. We are willing to pay for the frames, definitely not the lenses.
    Mr A, the junior staff, told us no supervisor was around, thus, they cannot make the decision for refund. We waited for a long time for them to decide, but MR S, the senior 1, didnt attend to the matter.
    MR A, told us....(pardon him for being young and very junior) that people usually take OUT the lenses for photography...!!!!
    so, my partner asked him back, "so, u are telling me we have to take out his lenses everytime we take a candid pix as well??? is that what ppl do with their glasses so there is no reflections?"
    Mr A was obviously trying all his best to solve this complaint...but to no avail of course....
    We specifically asked for a good pair of lenses....and were willing to pay extra for it.....and in the end, wasted photos and lousy customer service from their senior staff?

    Mr A (junior) proposed to replace our A lenses with B lenses. He went to the back of the store to check how long it would take for that to be done...and I saw him getting the scolding from Mr S! Mr A didnt deserve to be scolded at all.....he was just "sitting in" for Mr S, who couldnt care less!

    So, now, here we are...with a pair of branded glasses, also from them, with a different pair of lenses....waiting to be tested on our wedding day!
    Mr A politely said to us...."if the lenses proved to be problematic after ur wedding photos are out, please come back to us."

    We are just really disappointed with the way a senior staff of a large and well-known optical outlet would treat such customer complaint....and what's worse is, this Mr S was the guy who prescribed us the lenses!

    FYI, we are not talking bout tiny flecks of reflections here...let's say 30 to 40% of the lense area EACH side.
    So, is this what they call NON REFLECTIVE up to 99% lenses?

  2. #2
    Join Date
    Dec 2004
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    USJ @ South of the Border
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    ouch! I totally feel for you as a fellow speckie myself.

    You know, there is a little optical shop on the same row as Weng Soon Jaya run by this guy called John. I have been going to him for the past 5 years and he has given me nothing but the best service.

    He is very up front about everything and highlights the cons in whatever you decide to puchase.

    Me never trust this big time franchise operators. No personal service or commitment to their customers.

  3. #3
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    Sep 2004
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    Home sweet home
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    Big guys carry big expenses, might not give what's best in the market. then again these guys are given some training and the company throw them into the sea and let them do their best or they cud be trying to clear out some old stock lenses or they truly know not what they know not.....I have never step into their shop..

    My family, all 5 of us uses specs...my son has pretty high degree and in order to look good and protect his eyes, i got for him multicoated and high index plastic lenses...the front side of the lens tend to be flatter and not as thick. No reflections whatsoever with photography shots. Cost a bit more , of course.

  4. #4
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    Nov 2004
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    Zero, I understand your frustration with regards to your problematic lenses. But I feel that the wedding photographers may have also failed in their duty to advise you to remove your lenses (or not to wear your spectacles altogether). It's quite a standard operating procedure for wedding photographers. Unless you had insisted on wearing your specs (with lens), then perhaps you could ask for a free reshoot.

    For your info, I have also lost trust in a big chain. I had to go back 4 times coz they gave me wrong lenses for 3 times. Now I'm happily patronising a non-big chain shop in One Utama with splendid service.

  5. #5
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    Mar 2005
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    Zero, I feel for you. When I did my wedding photos, many many moons ago, they didn't have digital SLR cameras then. The photographer did test shots on polaroids first.

    As for that shop, I would suggest you get in touch with the person whom Mr S reports to. Get to the head. Hit the head and the tail will dance to you song.

  6. #6
    Join Date
    Oct 2004
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    damansara perdana
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    906
    I also never go to the big chains. The last time I bought a pair of branded glasses there, after wearing for 6 months the color came off and I found out later that its not really a genuine pair tho it was sold as "branded" glasses price. So now, I go to this optomerist (a personal friend) in Damansara Utama, who gives me good service and great discounts too. (I get about 40% off the normal price)

  7. #7
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    Apr 2005
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    been wearing specs 2/3 of my life, it is tough to find a shop which you can trust and provide good services. i go to a small shop in amcorp mall, same level with the cinema.
    they provide good quality service, very popular for a small shop. try them out.

  8. #8
    Join Date
    Jul 2002
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    USJ, Selangor, Malaysia
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    462
    Quote Originally Posted by JackRyan1975
    But I feel that the wedding photographers may have also failed in their duty to advise you to remove your lenses (or not to wear your spectacles altogether). It's quite a standard operating procedure for wedding photographers.
    I really don't see why you should remove your lenses or glasses. My wedding photos were all taken with my glasses on and there no problem whatsoever. I think if the lenses are good, it will not be a problem. Also, the photographer needs to know how to handle the problem..

  9. #9
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    Nov 2004
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    Zero04, pls. name the big chain outlet. No point bringing up a complaint unless you mention the name. The bigger they are, the harder they fall. They must be answerable to their customers.

  10. #10
    Join Date
    Nov 2004
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    PJ
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    Quote Originally Posted by aimless
    I really don't see why you should remove your lenses or glasses. My wedding photos were all taken with my glasses on and there no problem whatsoever. I think if the lenses are good, it will not be a problem. Also, the photographer needs to know how to handle the problem..
    I'm sure these professionals having gone done so many photo shoots would know best. Rather than taking the risk, they remove the risk completely. I think it's very prudent for them to do so...both for their benefit of avoiding complaints about reflections later on, and also sparing the customer any unpleasantness.

    As for whether the lenses are good or not, who is to tell? Our friend here presumed he has good lenses, but what turned out in the end? Solution for experienced photographers: Remove the lenses or spectacles.

  11. #11
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    Jul 2002
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    USJ, Selangor, Malaysia
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    sorry to carry on debating this (as it is most likely not what this thread is about!) but i dont think it is the best option to have your glasses removed at your wedding photo shoot - i think it really depends on whether you think you look better with or without your glasses. Personally, i preferred to have them on, and the pics turned out fine. So yeah, i guess the best is to get a reputable photographer and then go with what he says. But I do feel that wearing glasses are totally not the issue here - it's either the lenses which were bad, or the photographer. In this case, it would seem that the photographer was also surprised - and zero04 mentioned outdoor shots - therefore it really must be the lenses, as it's not just a case of reflecting the indoor flash. Another consumer rights issue.

    Oh yeah, zero04, care to tell us which photo chain this is? It's time Malaysian companies stopped treating us this way. Problems always surface, but it's often how you handle them that makes the difference

  12. #12
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    Dec 2000
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    https://twitter.com/#!/hurricanemax
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    they give up to 70% discount and still they make enough to alugh all the way to the bank...
    Most of the spec shops get their products (frames& lenses) from korea or china for a fraction of the price.

    i made a pair of rimless, multi coated specs for rm130 in seoul. here it cost approx rm800. so even with 70% discount, i am still paying thru my nose so to speak...ok, ok, i pay the airfare to go to seoul but thats another story.

    a few months ago, i went to a big shop in Mid valley to have my specs clean otu/polish out the scratches..they said it cannot be done and that i'd need to change the lens...the cost? RM500 for the lens. I said TQ and moved on...fast forward 2 months...in seoul, i walked into a downtown spec shop and ask for same spec be polished/cleaned out the scrathes...they not only did a GREAT job but at NO charge!! I ended up buying 3 additional pairs of specs from them...hope this will last me for another few years and saving me the aggro of visiting a m'sian spec shop.

    Yang Amat Buta 4eyes tupai

  13. #13
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    Sep 2000
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    USJ12, Subang Jaya
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    450
    I totally agree with Vixey, I too have been going to John for the past 5 years, no problems at all, really good service and the frames he recommends match the shape of my face.
    I had wasted plenty RM in the so called big optical shops, not only the frames are really not worth the money they charge, even the lenses are not up to par.
    I suggest going to an optometrist and get the people they have on their list to do the glasses, chances are, you will have your money's worth and clearer vision.


  14. #14
    Join Date
    Feb 2004
    Location
    Seri Kembangan
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    49
    so very true: never trust the big-chained branded outlet.
    they quoted me a difference of $ 250 more for multi-coated hi-index lenses (HOYA brand) compared to the the price quoted by the small shop around the corner in Endah Parade, which also offers better service.

    well done, non-big-chained outlets!

  15. #15
    Join Date
    Sep 2000
    Location
    Subang Jaya
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    2,565
    Go and complain to the CEO of that optical store.

    Promote that junior guy and demote that senior guy. The junior guy is the one that knows how to serve customers.

    I have encountered such situation before where the senior guy used the junior guy as "punching bags" for the customers. Real unethical...

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