I'm on my 4th pair of Oakley sunglasses, so I've given them pretty decent business over the years. Now that I'm having my first real issue, I'm sad to find out that their customer service is pretty sub-par.
I've been wearing my Half X glasses almost every day for about 18 months. The frames are titanium, so I bought extra lenses for them, expecting that they'd last forever. This weekend, I went to put them on my face, and one of the hinges broke. I didn't worry too much, because I figured that excellent service was one of the benefits of owning a $300 pair of sunglasses.
The store told me that the ONLY way they could get fixed is to send them across the country to Oakley headquarters. When I spoke with them over the phone, they stated that since my frames were no longer covered under warranty, they would have to provide a "low cost replacement frame" for $70. I reminded the rep that my frames were just fine, but the removable hinge needed replacing. I wasn't expecting anything for free, but if they would help me get my beloved sunglasses fixed, I'd appreciate it. He said that IF their folks COULD repair them, they would... For the same amount as new frames would cost.
I even offered to replace the hinge myself if they would be willing to send me one, or let me buy one, but they wouldn't do that either. Bottom line is, my very expensive sunglasses wore out after less than two years, and they can't help me out. I even bought a different model to use as a backup, but I think I'll send them back. Oakley obviously doesn't need my business.
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