Day 5.6 - Warranty Policy

Warranty Policies

It is our duty to warn each customer that Success Vision cannot be responsible for replacement if breakage were to occur during the repair or adjustment of their eyewear.  It’s on the sign-in iPads, but it’s still important to verbally tell the customer before you begin adjustments.

There are numerous gray areas when it comes to the warranty of our product.  Don’t forget you can always ask the supervisor or a fellow co-worker if you get confused or have questions.  These are a few of the common instances that may happen…

• If there is an actual defect on Frame & Lenses, those are covered free of charge
• Any error or breakage caused by SVE will be replaced free of charge on frames purchased at SVE
• There are many factors involved in determining a customer's glasses prescription.  The customer's responses, the doctor’s decisions, and little things such as handwriting can sometimes cause errors that occur, and the only solution is to get a new prescription from the doctor.  In order to do this, the customer must return to their doctor and get a new prescription to bring to us.  We refer to these mistakes as doctor’s remakes (it’s not the doctor’s fault, it’s simply a mistake) and they are honored within 30 days of the purchase of their glasses and within 6 months of the RX date.  No refund or credit will be given if there is a difference in price.
• All frames have a 1-year manufacturer warranty against defects.
• If a customer is unhappy with their purchase, they can return their glasses within 30 days of the original purchase date. Refunds are not available because lenses cannot be re-used and additional lab service is required. A customer may restyle or have a store credit applied to their account. The store manager has the discretion to apply a refund when no other option is viable.
• When the customer purchases ProPlus, it adds a 1-year warranty for scratches on lenses
• On the lenses, we allow customers to purchase ProPlus anytime within the 1st year of their original purchase.  
  • This is allowed under the discretion of the supervisor on each occurrence.  
• SVE provides free Repairs & Adjustments, it’s important to tell each customer at the time of dispensing.

It’s important to retain customers in our business. If a customer gets upset and leaves we may not only lose their business but their friend's and family's business also.  If you see a potential problem, talk to the supervisor to see if you can make an exception. 

There are many exceptions to these rules, here are possible solutions:

1. It’s important to document on the customer record if they received a replacement because they only get 1 replacement per purchase/frame.
2. If the warranty is within 1-2 months after it’s expired, ask the supervisor if they’ll make an exception.
3. If the frame is no longer available, restyle.  
4. If purchased at another SVE, stop and call the other store and ask if there are any special circumstances with the customer.  If not, warranty like normal.  
   • After the customer has left, email the other store notifying them of the warranty.  Also, notify frames@successvision.com of the items used so they can bill the other store.

Other helpful hints:

• Always apologize, put yourself in their shoes & do what is right.  
• Get your supervisor involved if you are unsure.  
• Use good judgment and make a customer for life. 
• Genuinely say “Thank You” to each customer at the time of purchase, dispensing, or if they are leaving the store for any other reason.  (Make sure you use the words, “Thank you”)
• Document everything!  

If a customer’s SVE eyewear breaks...

• Always apologize for any inconvenience a breakage may have caused.  
• If the frame is in stock, replace it.  
• If the frame is not in stock, you may need to restyle & replace the lenses.  
• Definitely replace anything purchased at SVE if we broke it regardless of how old it is.  

If a customer's glasses break, and they weren’t purchased at SVE... 

• Always apologize for any inconvenience a breakage may have caused.  
• Involve the supervisor, explain the situation, and have your supervisor inform you of your next step.