Posted: 7/7/2011Provided by Citysearch -
I purchased a pair of sunglasses at the store in London in October of 2010 and they have ""broken"" 4 times since then (it is now August 2011). I say ""broken"" because what I call broken (the left arm has fallen off 4 times) they say is not broken. They call it ""coming apart."" They claim that user error has caused the screw (which has no nut) to come out of the arm on all 4 occasions. When I repeatedly (on all 4 occasion) and politely (on all 4 occasions) explained that there was no user error, I was told that surely I was mistaken and I must be wearing them incorrectly. I was even given a demonstration of all the way to not wear my sunglasses, the best of which was ""like a frat boy"" on the back of my neck. The first 2 fixes were easy because I had the arm and they just reattached it on site. The third time the arm wasn't with me (sadly, it was in a river under a beautiful bridge) and I had to leave the glasses at the store to be fixed. I was charged for this repair despite my warranty because it was my ""fault"" for not retrieving the arm. After 2 months, I called to ask what was taking so long (they never, ever called me, not even at the end of the promised 6 weeks) and I was told the part was on its way but was held up in customs, only to find out that ""customs"" was code for ""not ordered"" because they were unable to show me an order form for the customs delayed arm and that one would be shipped overnight to the store. After a close-talking and long winded explanation by the less than fresh smelling manager, I left in possession of an exhaustive knowledge of the part ordering process for Porsche Design, including colorful examples of how customs officials mess things up on a regular basis. And then my sunglasses ""broke"" a 4th time. This time I had the arm (phew!) and they offered to add jeweler's paste to the screw to help it stay in (which sounds to me like an admission of faulty design) but then were unable to do so because they didn't have any. When I requested documentation of the fix they refused to provide it because they weren't ""broken"" and they don't provide service receipts for on-site fixes. I was then told that I should really bring my glasses in to be tightened on a regular basis, to which I responded that $400 + sunglasses should not need to be tightened more than once a year. In short (or long), I've owned these sunglasses for 10 months, they've broken 4 times, I've been accused of misusing them, I've not had them for 2 months while being fixed, and I've been told that I should expect this issue to continue without end. Lovely.