CLT

THE NAMED PATIENT WAS SEEN ON 02/20/FOR EYE EXAMINA­TION AND GLASSES WERE PRESCRIPTEDPATIENT ORDERED GLASSES ON 03/23/PATIENT'S CHOICE OF FRAME WAS THE BROOKLYN STYLE # [redacted] SIVII LEN EYEWEAR DRILL MOUNT (WHICH MEANS NO FRAME AROUND LENSES EVERYTHING RESTING ON THE LENSES ATTACHED TO THE TEMPLES BY THE DRILL MOUNT) SIZE ***LENSES WERE PROGRESSIVE [redacted] ***, A MULTI-FOCAL LENSPATIENT RECEIVED HER GLASSES ON 04/09/PATIENT RETURN 10/02/WITH COMPLAINT: GLASSES WILL NOT STAY TIGHTENEDSHE SCRATCHED BOTH LENSES TRYING TO TIGHTEN THE FRAME SEVERAL TIMES, "STATED IT WILL NOT STAY TIGHTENED"WE EXPLAINED TO PATIENT THAT WE CAN HAVE THE FRAME REPLACED WITH A NEW FRAME FROM THE MANUFACTURER BUT IT HAS TO BE THE SAME MAKE AND MODELSHE DID NOT WANT THE SAME FRAME STATING, "THE FRAME IS DEFECTIVE AND SHE DOES NOT WANT THE SAME ONE AGAIN"SYMPATHIZING WITH HER, WE OFFERED HER ANOTHER PAIR OF GLASSES AT A REDUCED PRICEPATIENT'S CHOICE OF FRAME WAS THE ENHANCE ***, SIZE [redacted] , COLOR BLUE AT $THE RESPONSE WAS NO BECAUSE SHE ALREADY SPENT ENOUGH ON THESE GLASSESTRYING TO APPEASE THE PATIENT WE THEN LOWERED THE PRICE TO $THE PATIENT THEN STATED, "SHE WOULD THINK ABOUT IT AND WILL CALL US TO LET US KNOW"ON 10/09/PATIENT CALLED WANTING THE MANUFACTURER PHONE NUMBER, WE GAVE IT TO HERPATIENT CALLED ON 10/1.6/EXPLAINED THAT SHE CALLED THE MANUFACTURER AND THE LADY WAS VERY RUDE TO HER AND STATED THAT WE SHOULD HAVE CALLED THEM NOT HERAPOLOGIZED TO HER FOR THE MANUFACTURER BEING SO RUDE TO HER AND EXPLAINED THAT THEY WILL ONLY REPLACE A FRAME WITH ANOTHER FRAME OF THE SAME STYLE, MAKE AND SIZEWE ASK HER ABOUT THE OTHER PAIR OF GLASSESPATIENT DOES NOT WANT TO SPEND ANY MORE MONEY BUT WILL LET US KNOW ABOUT THE NEW PAIR OF GLASSES THAT WE HAVE ON HOLD FOR HER

This message is in regard to the assigned ID ***I received the message from the eye clinic dated 10/26/I will accept the ENHANCE *** size *** color blue at no additional charge to meI would like to thank the eye clinic for honoring my wishesAm I to call the eye clinic to arrange for this or will they contact me? Once again thank you for your service*** ***

I WOULD LIKE TO APOLOGIZE PROFUSELY FOR THE PROBLEM YOU HAVE EXPERIENCED WITH THE GLASSESFIRST, I AM SORRY THAT THESE GLASSES DID NOT WORK OUT FOR YOUSECOND, I AM SORRY THAT THE MANUFACTURER'S OFFER OF THE REPLACEMENT FRAME, WHICH ONLY COVERS A REPLACEMENT OF THE SAME MAKE AND MODEL, WASN'T TO YOUR SATISFACTIONWE HAVE NO CONTROL OVER MANUFACURER POLICIESTHIRD, I AM SORRY THAT YOU FELT YOU HAD TO TIGHTEN THE FRAME YOURSELF WHICH RESULTED IN THE SCRACTCHING OF YOUR LENSESREMEMBER, WE ARE IN MONDAY THROUGH FRIDAY FROM 9:A.M.TO 5:P.MWE HAVE STAFF TRAINED TO DO REPAIRSWE KNOW HOW IMPORTANT GLASSES ARE TO OUR PATIENTS, SO WE HAVE DECIDED FOR ONE TIME ONLY, TO GIVE THE ENHANCE ***, SIZE ***, COLOR BLUE, TO YOU AT NO ADDITIONAL CHARGETHESE ARE THE GLASSES YOU PICKED OUT ON 10-02-WE APOLOGIZE AGAIN FOR THE ANGUISH YOU EXPERIENCED WITH THE BROOKLYN STYLE # ** ***

THE NAMED PATIENT WAS SEEN ON 02/20/FOR EYE EXAMINA­TION AND GLASSES WERE PRESCRIPTEDPATIENT ORDERED GLASSES ON 03/23/PATIENT'S CHOICE OF FRAME WAS THE BROOKLYN STYLE # ** SIVII LEN EYEWEAR DRILL MOUNT (WHICH MEANS NO FRAME AROUND LENSES EVERYTHING RESTING ON THE LENSES ATTACHED TO
THE TEMPLES BY THE DRILL MOUNT) SIZE ***LENSES WERE PROGRESSIVE *** ***, A MULTI-FOCAL LENSPATIENT RECEIVED HER GLASSES ON 04/09/PATIENT RETURN 10/02/WITH COMPLAINT: GLASSES WILL NOT STAY TIGHTENEDSHE SCRATCHED BOTH LENSES TRYING TO TIGHTEN THE FRAME SEVERAL TIMES, "STATED IT WILL NOT STAY TIGHTENED"WE EXPLAINED TO PATIENT THAT WE CAN HAVE THE FRAME REPLACED WITH A NEW FRAME FROM THE MANUFACTURER BUT IT HAS TO BE THE SAME MAKE AND MODELSHE DID NOT WANT THE SAME FRAME STATING, "THE FRAME IS DEFECTIVE AND SHE DOES NOT WANT THE SAME ONE AGAIN"SYMPATHIZING WITH HER, WE OFFERED HER ANOTHER PAIR OF GLASSES AT A REDUCED PRICEPATIENT'S CHOICE OF FRAME WAS THE ENHANCE ***, SIZE ***, COLOR BLUE AT $THE RESPONSE WAS NO BECAUSE SHE ALREADY SPENT ENOUGH ON THESE GLASSESTRYING TO APPEASE THE PATIENT WE THEN LOWERED THE PRICE TO $THE PATIENT THEN STATED, "SHE WOULD THINK ABOUT IT AND WILL CALL US TO LET US KNOW"ON 10/09/PATIENT CALLED WANTING THE MANUFACTURER PHONE NUMBER, WE GAVE IT TO HERPATIENT CALLED ON 10/1.6/EXPLAINED THAT SHE CALLED THE MANUFACTURER AND THE LADY WAS VERY RUDE TO HER AND STATED THAT WE SHOULD HAVE CALLED THEM NOT HERAPOLOGIZED TO HER FOR THE MANUFACTURER BEING SO RUDE TO HER AND EXPLAINED THAT THEY WILL ONLY REPLACE A FRAME WITH ANOTHER FRAME OF THE SAME STYLE, MAKE AND SIZEWE ASK HER ABOUT THE OTHER PAIR OF GLASSESPATIENT DOES NOT WANT TO SPEND ANY MORE MONEY BUT WILL LET US KNOW ABOUT THE NEW PAIR OF GLASSES THAT WE HAVE ON HOLD FOR HER