k c
Apr 20, 2006 2:13 AM
I recently sent my Penny's in for a lens replacement from black to ruby and I got them back yesterday without my old lenses. Let's see I sent in a pair of perfectly good lenses and got charged full price for a new set. Unfortunately customer service said my lenses are already gone, so there's nothing I can do. From this board, I've heard that they send them back. Is this true? The way I look at it they have stolen from me and I think I need to follow up on this with the BBB and my bank. Any help would be appreciated.
Nik Gutscher
Apr 20, 2006 2:23 AM
As far as I know - they swap and don't send the old ones back....I was told once by someone there to "not send anything extra in that you want back"...including box, bag, etc.....should have taken them out first....
Bruce Wilson
Apr 20, 2006 2:24 AM
Stories like this make me even more wary of sending in my other Ruby J's that needs the flex coupler tightened very bad, almost useless of doing it. Eithere you don't get lenses back, the lose them altogether or they replace a low# serial # with a pair without any serial #.
Apr 20, 2006 2:25 AM
o yea they will do that, if you would have took yours out
before you sent them in.

i asked a rep about that, if i send in a pair to have the lenses replaced, he said that if you want your old lenses you have to take them out before you ship them, yea oakley is bad like that, i sent my romeos in to get the juliet trade, and all i got back were the juliets in a soft bag, no box.
Dann Thombs
Apr 20, 2006 2:25 AM
Always take out your lenses before sending them in. This is just what happens.
Jonathan Tung
Apr 20, 2006 2:27 AM
Unless you know someone. Still, even after that, guard your old lenses with your body and soul.
k c
Apr 20, 2006 2:52 AM
It would have been nice for the rep that I spoke to to let me know that. I figured since I'm paying full price for lenses they won't keep what is rightfully mine. I would gladly have replaced the lenses myself, but they won't let you do that. Either way, I have absolutely no trust for the warranty service department and I'm seriously considering contacting the BBB to inform them of this. How am I supposed to know their policy? They should inform me of this policy.
Brian Johnson
Apr 20, 2006 3:06 AM
do you change your own oil? if you've ever been to jiffy lube, you know that they don't give you your old oil. and a tire place never asks if you want your old tires back. Oakley assumes that if you're sending a pair in to get replacement lenses, you don't want the old ones back.

just as a question: why did you send them in anyway? if you were only getting a lens replacement, you should've just bought the lenses.
Justin "The Mofoin' Man" Gandy
Apr 20, 2006 3:19 AM
if you dont wana lose your lenses then just take them out before you send them in.

oakley wont change out your low serial frame unless you send it in and the frame is damaged, and if so they are supposed to call you and let you know
Apr 20, 2006 3:20 AM
Yeah, I don't mean to be mean, but you sent the Penny in for a lens replacement, not a lens supplement. It sucks but I really doubt the BBB would be able to help; I'm not sure on what grounds Oakley 'stole' your lenses. Considering you sent the Penny to the warranty department that implies the lenses you had in there were deficient or unsuitable in some way.
Justin "Scorpion Zero" Jones
Apr 20, 2006 3:38 AM
Yeah, you replaced them, they could have been pristine, but they assume that theyre messed up no matter what since theyre being sent in. It sucks, sorry man.
jake young
Apr 20, 2006 4:57 AM
a tire place never asks if you want your old tires back. Oakley assumes that if you're sending a pair in to get replacement lenses, you don't want the old ones back.
I have always had tire stores ask me if i wanted the tires back but it might be because of the dollar disposal fee

If you ask mechanics, they will often give you the old parts especially if are replacing several from a kit and some of the old parts are fine (rotor and cap come to mind).

But you do have to ask
Rick (The Doctor) Fawcett
Apr 20, 2006 5:03 AM
I used to work at a garage years ago and we always kept old parts - as a means of preventing refurbished used parts hitting the market and undercutting the manufacturer's prices. In fact, if a customer wanted his old parts back, the price of his replacement parts went up. Don't know if it still works like that but that was my experience.
Steve Pieces
Apr 20, 2006 5:05 AM
Your lenses are probably in the same spot as my MJ Romeos.
Rick (The Doctor) Fawcett
Apr 20, 2006 5:25 AM
Yeah, that story brings a tear to my eye. Did you get anything in the end to replace it Steve?
Apr 20, 2006 6:38 AM
Yep, when you send in a sunglass for REPLACEMENT lenses that is exactly what they do, REPLACE the lenses. The old lenses go in the trash as they were REPLACED. If you wanted an extra pair if lenses you should have ask if you could buy a lens kit.

Yea I know it sucks, but they only did what you paid them for: LENS REPLACEMENT. They did not steal anything.
k c
Apr 20, 2006 9:43 AM
I wish I could have asked for a lens kit. I would have been more than happy to do the work myself, but I was told that the only way I could receive new lenses is if I sent the glasses in. I had no other option. I'd also like to include that the lenses I sent in had nothing wrong with them. I just wanted a different look for the time being. So to compare them with old tires, old auto parts or used oil is like comparing apples to oranges. Looking at the glasses now, I'm not totally sold on the ruby and would definately like the option of going back to black, but unfortunately that is not an option. I guess "stole" is pretty extreme, but I think it's fairly accurate.
k c
Apr 20, 2006 9:44 AM
BTW thanx for the respsonses everyone.
Rick (The Doctor) Fawcett
Apr 20, 2006 10:36 AM
There's always the option of selling your new Ruby replacements on eBay and getting something new - you may even end up 500-600 dollars richer.
Jonathan Tung
Apr 20, 2006 10:46 AM
Yeah, that is pretty rotten. I would leave the option of "replacing" the lenses to the buyer of the "replacement" lenses. I guess the words here are "spare", or "extra".
J Strake
Apr 20, 2006 10:51 AM
Never happened to me before but I'll be very wary. I remember my cousin writing a note alongsidethe glasses when he sent it back some years back. Not only did he get his new lens fitted, he got his old lens back in a nifty little microfiber cloth bag that was not sent in the first place.

I guess they are too busy to be bothering about customer service these days with more Oakley fanatics around.

I buy all my glasses second-hand primarily due to my wife being pissed off about me paying so much for what she calls "eye protection". So I'm always hesistant to approach Oakley for help. Unless the day comes when I can find a source who will provide me with a valid warranty for glasses below retail price.

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