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Customer Service at Rudy Project - thumbs up(7 posts)

Customer Service at Rudy Project - thumbs upEric_H
Sep 18, 2002 7:05 PM
Today I managed to break one of the arms on my Ekynox glasses. Just a simple fall onto a carpet covered floor, but they must have landed just right to break the arm. I was mildly choked, both at myself for dropping them and with the ease that the arm broke. When I picked up the arm, I noticed printed on the inside was a 1-888 number for Rudy Project.

So, I called and selected customer service, and after speaking to a customer service rep for a minute (very politely, no anger in my tone as this was MY fault) I was told they would send out a new arm, all at their cost. I didn't even tell them how it happened and I was not asked to provide any details. No questions asked.

Just thought I would post this information. It is always easy to rant about bad customer service, but rarely do we rave about good customer service!
re: Customer Service at Rudy Project - thumbs upzooog
Sep 18, 2002 7:14 PM
always like my Rudy's. This is just another reason to like them more.
re: Customer Service at Rudy Project - thumbs upjwarrenod
Sep 18, 2002 8:21 PM
As a Rudy dealer and fanatical user, I have to agree. Very easy to deal with and a great product. The 2 year scratch warranty is unheard of in the ophthalmic lens industry.

I had a patient admit to RP that they stepped on their glasses, broke the temple off (many times called the "arm") and scratched the lenses. No problem, mailed in the broken pair, got a new pair back inside of 12 days.

They had some backorder issues in 2000, but seem to have that sorted out for the most part.

JW
Good to know - thanks for posting. (nm)jtferraro
Sep 18, 2002 8:21 PM
re: Customer Service at Rudy Project - thumbs upfiltersweep
Sep 19, 2002 4:02 AM
I lost the nose pads, called them up and was even prepared to PAY for replacements (after all, THEY didn't lose them). RP only asked me for my address and two days later the pads arrived... unbeatable service!
Agree wholeheartedlyPsalm 147-10_11
Sep 19, 2002 7:10 AM
Just got two new sets of replacements lenses. Fantastic.
Totally new set of glasses and lens setPaulCL
Sep 19, 2002 11:37 AM
I had two sets of lenses for a pair of Skeey's. A lens of each color was slightly chipped so that they wouldn't readily stay in the frame. I was going to buy a new set of lenses.

But first, I posted my dismay on this board. TJeanLoz rec'ed that I call Rudy. Long story short: Rudy replaced not only two sets of lenses but also sent a new frame and glass case to me. They have a customer for life.

Thank you Rudy. Thank you TJean.