Sometimes there is a difference between service standards and quality control. It depends on the company doing the supplying. Over the past 3 months, I have been subjected to a number of instances where the service standards have been poor, but mostly as a direct result of poor quality control …
Service Standards Vs Quality Control
Recently, I had the misfortune of having to have an eye test which, of course, resulted in me having to have new glasses for the first time in years. So began the process of sorting through all of the different frames, until I found a pair that I felt comfortable with, priced at £145.00. That’s when the service standards and quality control blew up in my face.
First off, the glasses arrived with the wrong prescription in one of the lenses! They were immediately returned to the lab to be remade and arrived a week or so later only to find, on careful inspection, that the lenses had been scratched in manufacture. Obviously they had not been quality checked as the scratches were easily visible.
Unfortunately due to the glasses being returned to the lab for another set of lenses, the glasses were dutifully lost and it was a further three weeks before the replacements were returned to the store. This was only because I contact the Bletchley store to find out how much longer it was going to be.
Then just over a week ago, I noticed that there were two scratches – one on each lens. I could not remember being hit in the face hard enough to scratch the lenses, so on further examination I discovered they were actually manufacturing defects inside the glass! Once again, I returned the glasses back to store and was told that the coating had started to fail and was causing the markings.
As you can understand, I was a little annoyed by now! I was offered two options. The first was to keep the glasses as a backup even though they were failing and they would get me another set of glasses made to my prescription, or the second option was they would return my frames and get a new set of lenses fitted. I opted for a new set of lenses and hoped for some form of recompense.
I was contacted on the Monday by a member of staff to inform me that the director had offered me a £20.00 refund mainly to cover my expense of travelling to and from the store. To say I was a little insulted was an understatement from £145.00 glasses as backup to £20.00 for petrol was a little strange.
Anyway on Saturday 5th October, I received a call to say that my glasses had arrived so I made a special trip to the Bletchley store. Initially they could not find my glasses but when I inspected the lenses there was a pin prick chip in one of them. Although I could see the chip the advisor couldn’t but was told they only needed cleaning, which she did. Funnily enough, the chip didn’t go away.
Until next time …If you’re looking for a PAT Testing company that has the highest service standards and quality checks everything they do, then call me on 0330 6600264 or click here to ping over an email and I’ll get right back to you.I have now been contacted by the branch director who really didn’t know what to say, but offered my money back! Or he could try again. If this is the service standard for this particular company then maybe I should go elsewhere!