I have had a pair of Maui Jim sunglasses for several years. A while after I purchased they broke because I sat on them, clearly my fault. I sent them in for repair and it was handled professionally and expeditiously, at no cost to me. It supported their great customer service policy and I raved for a long time.
I sent them back in recently to have a lens exchanged because it had a fault in it and the hinges tightened as they have grown lose over time. The customer service? What customer service? Not only did it cost me the money to package and send, plus the $10, they would do nothing. I wish I had read the comments on this site previously. At the point of sale they rave about their customer service, what was once a credible selling point is now just a gimmick.
They simply have lost their quality edge and have become inflexible and complascent about their customer service. They made good money on good product and good customer service, and they've grown FAT and COMFORTABLE in their success. There is no more good customer service with that inconsistent quality. You remember Dell guys?
From a happy customer and great advocate to just simply gone. I'm looking elsewhere now...
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