IGX

Good glasses for a while. Piece of shit customer service. Fraudulent (in my opinion) warranty information on promotional materials.

The glasses aren't inexpensive though I received a bit of a discount from a friend who runs a bike shop. They fit nicely and are comfortable. However, less than a month after purchase, I noticed scratches on one of the lenses at the end of a trail run and contacted customer service.

Initial response - no problem replacing but cost is nearly the same as a new pair. I responded that this was not what their warranty claimed.

Second response - scratches are "human factor" and the warranty is only for "normal use". I responded by quoting their webpage: "Rudy Project sunglasses are among the most durable sport eyewear on the market today. We stand behind our lenses - If you scratch them, we'll replace them. No questions asked, No worries!"

Next response - the quoted section is not officially part of their warranty and is not included on the warranty card that was in the box. It appears that promises of quality and standing behind a warranty are for promotional purposes and the actual warranty is valid only if you are sitting on your sofa and the frame snaps in two.

Don't know what they cost, but this is a pretty classic example of a situation where if you talk to the right person they will do the right thing. It may be worth investing a little more time on resolution. Raising the issue publicly on Twitter (@rudyprojectna) may get a problem solver on the case.

Also, Getting More is an excellent book for dealing with these situations.

Terry B. wrote:Second response - scratches are "human factor" and the warranty is only for "normal use". I responded by quoting their webpage: "Rudy Project sunglasses are among the most durable sport eyewear on the market today. We stand behind our lenses - If you scratch them, we'll replace them. No questions asked, No worries!"

Next response - the quoted section is not officially part of their warranty and is not included on the warranty card that was in the box.

Ask him or her if he/she is familiar with your State's consumer protection statute(s), which typically prohibit deceptive and misleading statements/advertisements. This is classic bait and switch:

Them: "If you scratch them, we'll replace them!"

You: "I scratched them."

Them: "We won't replace them because the warranty card says something different."

You: "I wish I didnt' fucking live in CHINA b/c I'd SUE your ass!!!!"

You: *posts about it on censored internet*

Lulz

Fuck the Rudy Project.

I traded a ton of emails with a local representative yesterday and they finally said to send them the details from the box and they would pass to it somebody who can do something.

However, even more interesting is that I sent a letter to the website customer service and received TWO responses.

The first, pasted in entirety:

Terry,

We can replace the lens for $19.95 under the RLG (Replacement Lens
Guarantee) our policy is to replace any non Rx lens for $19.95. All we ask
is that you send the lens using a traceable shipping method with delivery
confirmation to ensure a safe delivery. Please include a check or money
order made payable to Rudy Project or provide a credit card number for
processing. I have attached the Warranty Claim form so you have the address
where you need to send the lens.

Ryan Mata
Customer Service

The second, 2 hours later.

I’ don't know who you spoke with regarding the warranty or who directed you to our site; however we would not be able to warranty this product; because it was not purchased through us. We are strictly the distributor for the US, Canada, and Puerto Rico and since these were purchased in Taiwan you would need to contact the Distributor in that area in regards to the Warranty or the store you purchased them from.



Shanika Brown
Customer Service

I do believe that Shanika would be the person to make corporate policy though I wonder if she has risen to her level due to her people or writing skills.

Grandpa's Spells wrote:Don't know what they cost, but this is a pretty classic example of a situation where if you talk to the right person they will do the right thing. It may be worth investing a little more time on resolution. Raising the issue publicly on Twitter (@rudyprojectna) may get a problem solver on the case.

Also, Getting More is an excellent book for dealing with these situations.

Thanks for the suggestion. I am getting to where I will only shop from certain stores (COSTCO, REI) that actually have customer service and stand behind what they sell.

Terry B. wrote:
Thanks for the suggestion. I am getting to where I will only shop from certain stores (COSTCO, REI) that actually have customer service and stand behind what they sell.

This. All the way.

That's why I'm a total Maui Jim whore.