RayBan

My two year old son ripped the arms off my wife's sunglasses and I
was tasked with getting them fixed.

So, I go to RayBan's website, and they have instructions for sending them
for repair. Of course, when you call the phone number, its pretty much a
recorded message that focusses on WARRANTEE repairs. Now, I understand
that this is not a warrantee issue, its a REPAIR issue, so I sent the
glasses back to the address they listed.

Issue Number One:
=================
Its not RayBan, its some company called Luxottica Group - and it
seems that they just handle the customer service for rayban - I
could be wrong here.... 

Issue Number Two:
=================
The address where you have to send this stuff is a post-office box.
Thats a pretty serious problem because UPS won't deliver there, so
you have to send it regular post and there is no way to insure the
package (These are $150 sunglasses).

So I sent them regular mail along with a check for $10 (processing fee)
hoping that the sunglasses would actually get there.
I included a note that said, "Please repair the sunglasses and if there
is an additional charge, please let me know".

A month goes by and a package from the Luxottica Group arrived today,
Fri Jun 27, 2003. I openned up the package, and the un-repaired
sunglasses are included - along with a note.

The note starts by saying how much they appreciate my business, then
quickly falls into some dribble, saying, "this is not a warrantee
repair, and that style is discontinued" - essentially, "Sorry about
your luck."

The sunglasses are only two years old?????!!! Its fine to discontinue
stuff, but companies should be required to keep parts around for a
few years. I know automotive manufacturers are required to produce
parts for a certain number of years.

I would have been happy if they had offerred any sort of compromise -
Even something like, "Look, we have a similar pair of glasses available,
and we are willing to sell them to you for half the list price....."

I will never buy another pair of RayBan sunglasses. I used to
buy ONLY RayBan. I liked the glass lenses and the feel of them. Also,
in the past, I always received good service from RayBan. It seems
they have decided to cut costs at the expense of customer service.
I think thats really short-sighted.