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Monday, February 21, 2011

Ideal Vision Center's After Sales Care


Last Friday, February 18, the tip my Bollé frame nose pads were broken and that gave an irritating or uncomfortable feeling on the root (radix) part of my nose.

So I decided to went at Ideal Vision SM Bacoor branch where I bought my frame two years ago (2009) the next day.  To my surprise, they told me that they do not have the nose pad “clip type” and they didn’t told me when they’ll be having a stock of it nor they didn’t even request for my name and contact number so that they can call me once they have available nose pad for my frame.  So I asked them courteously on when they will have the stock for it, the guy who is busy making a reading glass told me that I can go back by next week.  The discomforted feeling urged me to call Ideal Vision Festival Mall and I spoke to a lady and she told me that they do not have the nose pad “clip type”.

I decided to go at Festival Mall branch before going to work today (February 21) to try my luck to get a new nose pad.  I arrived in Festival Mall around 11:00AM and I went to IVC.  Regrettably, the lady told me that their “technician” is not around and since I have to report to my work at 12:00PM which is also in Alabang I came to a decision to buy and install a pair of nose pads.  Luckily, I got a pair from one of the famous celebrity optical shops.  After that I immediately posted a comment on IVC’s Facebook page hoping that my complaint will be heard by the management and come up with their corrective actions.

After giving a feedback to Ideal Vision Center’s Facebook page regarding the nose pad of my Bollé frame, I got quick response from Michael Chang of Ideal Vision Center (IVC).  He requested me to provide my contact number so that IVC can contact me to replace my frame free of charge.  Yes, you read it right, they will replace my Bollé frame free of charge.  I sent a message to the number that IVC provided me on Facebook.

After few minutes, Christian called me and he is an IVC customer care representative and he requested me to provide the model number of my Bollé frame.  I do not know the model number but he told that he’ll just contact SM Bacoor branch where I purchased my Bollé frame to get the model number.  Christian also asked me where I want to pick up my new Bollé frame.

We have a series of text message exchange of Mr. Michael Chang.  He is very accommodating and customer-oriented.  I can say that he has the attitude and skills to keep customers happy.  In my case I have a complaint and Mr. Chang himself provided his phone number.  He responded in a timely manner, which I feel that Ideal Vision Center value its customers and their time.  He made sure to see the situation through to resolution.  I really appreciate for the quick action on my complaint and Ideal Vision really cares to its customers even on post-sale.

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