Fast Fix Jewelry and Watch Repairs

The extent of this repair job from the beginning was to reconstruct the hinges and attach the two broken temples to themWe let the customer know there will be some roughness around the hinges inside of the inside of the frame due to the heat applied and was completely accepted by Mr***When we took this job we never claimed we will match the temples’ alignment back to its original or near original condition and if that was Mr [redacted] intention he should have communicated to us at the beginning and not after the repair was done.I offered to discount the repair price as a resolution to win an unhappy customer back but it was declined, Mr [redacted] didn’t think he should pay at all.Glasses are at the condition they were before the repair with the exception of the authorized heat that was applied to the hinges area inside of the frame.The glasses are repairable and either us or any other repair shop can install the temples on the hinges Regards [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The response provided by [redacted] where he said he explained those items to me we’re all after the attempt to repair was completedMy contention is that the expectations should have been up front before he took my glassesIn addition, I did gave him the opportunity to repair again, but before he would start, I asked if additional damage will be done to the frames in his second attemptHe could not reliably say he would not, that’s when he said he wouldn’t try again due to the chance he will cause further damageSince he didn’t want to repair again he said he would offer me a discountThis is a clear example of bait and switchLack of setting the correct expectations up front, customer has no choice but to payI said I didn’t think I should pay for this repair, his repair person took my glasses immediately and removed his attempts at repairMy glasses were given back to me in the previous broken state but now there’s additional damage caused by his store during the repair processsMy glasses can no longer be repaired properly due to his lackadaisical business practices Regards, [redacted] ***

I am sorry to hear about Mr. [redacted]’s unsatisfactory experience with our services. I would like to add few points to the statement presented for the events that took place in our store for this repair. As mentioned in the statement by Mr. [redacted] the sunglasses were broken at both hinges and both temples...

were detached from the frame when brought in for repair.   After inspection of the sunglass I informed Mr. [redacted] that both hinges are broken to the point that they need to be reconstructed in order to attach the temples again. My repairman proceeded to explain that the repair area will be affected by the heat applied to the frame for this repair subsequently we accepted the repair that will include construction of two hinges and install the temples to them. Our repairman was able to rebuild the hinges from scratch with silver and install the arms (temples) to them. After roughly one hour we successfully were able to accomplish that and upon completion I called Mr. [redacted] to inform his Glasses are ready. When Mr. [redacted] came to pick up his glasses he was not happy with the alignment of temples and the space between the temples and the frame.  I explained to Mr. [redacted] that our repair was to construct hinges and to install arms and to that extend we have done that successfully but returning the glasses to its original factory condition was not  our intention and was never brought up. We wouldn’t have taken the job if we were to make the glasses back to its original alignment especially when the frame and the temples had been compromised by an accident that left such an extensive damage. We were able to repair the glasses to the best of our abilities and to a functional state as explained to the customer.   As a resolution to Mr. [redacted]’s dissatisfaction with our repair I offered to take the glasses back to try to adjust the arms to accommodate for the arms alignment. After his decline of the adjustment, I offered to discount the price of the repair but it was also declined. Mr. [redacted], however, stated that, “He doesn’t feel he has to pay at all”. We couldn’t accept that option by Mr. [redacted] therefore with Mr. [redacted]’s knowledge my repairman disassembled the glasses to save some of the silver used in the repair.   At this point, I am still willing to reattach the temples to the frame for the customer; however, with the amount of labor and material used for this project, I cannot offer this for free.     Regards, [redacted] Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Yes, all he told me was to expect roughness around the heated area. I’ve stated this multiple times in my communication and my primary point of intention. This is all he told me. Why did he not tell me that he is not able to replicate close to the original before he took on my glasses? Am I the expert on glasses repair or is it he and his employees? As the professional repair store he claims to be, he should have set the correct the expectations up front of the customer and not the other way around. I went to his store to be consulted on the repair and he clearly shows that meeting customer expectations is not important to him.Based on his previous comments, I should consider myself lucky as well for having the right arm attached to the right temple and same for the left; because I didn’t tell him to do that either but he managed to figure out it’s something I wanted.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response provided by [redacted] where he said he explained those items to me we’re all after the attempt to repair was completed. My contention is that the expectations should have been up front before he took my glasses. In addition, I did gave him the opportunity to repair again, but before he would start, I asked if additional damage will be done to the frames in his second attempt. He could not reliably say he would not, that’s when he said he wouldn’t try again due to the chance he will cause further damage. Since he didn’t want to repair again he said he would offer me a discount. This is a clear example of bait and switch. Lack of setting the correct expectations up front, customer has no choice but to pay. I said I didn’t think I should pay for this repair, his repair person took my glasses immediately and removed his attempts at repair. My glasses were given back to me in the previous broken state but now there’s additional damage caused by his store during the repair processs. My glasses can no longer be repaired properly due to his lackadaisical business practices.
Regards,
[redacted]

The extent of this repair job from the beginning was to reconstruct the hinges and attach the two broken temples to them. We let the customer know there will be some roughness around the hinges inside of the inside of the frame due to the heat applied and was completely accepted by Mr. [redacted]. When we took this job we never claimed we will match the temples’ alignment back to its original or near original condition and if that was Mr. [redacted] intention he should have communicated to us at the beginning and not after the repair was done.I offered to discount the repair price as a resolution to win an unhappy customer back but it was declined, Mr. [redacted] didn’t think he should pay at all.Glasses are at the condition they were before the repair with the exception of the authorized heat that was applied to the hinges area inside of the frame.The glasses are repairable and either us or any other repair shop can install the temples on the hinges Regards [redacted]