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  1. marc2040

    marc2040 Guest

    Few weeks ago I lost an violet icon of my Fuel Cell. Don't ask me how and when ... just lost one.

    Calling Oakley
    Callcenter: We don't have violet icons
    Me: Mmmhh, that's not good, what else can you do?
    Callcenter: *crumbles paper* give me your email address and you will get an email next day.

    And you know what I have had next day, right, an email:

    ... we are sorry to hear of the problem with your sunglasses. The icons are not sold separately I’m afraid that we can send to you, however we can issue you with a complete replacement frame. If you can provide a copy of your purchase receipt showing that the glasses are within warranty we can send the replacement frame to you free of charge within warranty.

    You can email a copy of your receipt to this email address, with your delivery address and telephone number and we will arrange to send you a replacement.

    We hope this is helpful to you.
    Kind Regards,

    X. X.

    My next thought: Ok, easy to do, sent them an email with my invoice. Good when your paperwork is well sorted.

    5 days: nothing
    6 days: nothing
    7 days: right, nothing

    Day 10: They sent me an email again saying:

    ... thank you for your email.

    After inspection of the information you have provided, we shall be able to issue you with a replacement Polished Clear frame for your Fuel Cell sunglasses free of charge under warranty. You should receive your replacement frame within the next 5-7 business days.

    Kind Regards

    X. X.

    And you know what? I received their last email on Tuesday and today (Thursday) a big brown car stopped in front of my house, with a brand new Fuel Cell frame inside :wink:

    Oakley: A good company, a very good company
     
    Last edited by a moderator: 5/22/14
    spin_nin likes this.
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  2. Ecko

    Ecko Team RamRod Staff Member Premium Member

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    Did they require you to send the other frame back?
     
  3. marc2040

    marc2040 Guest

  4. Ecko

    Ecko Team RamRod Staff Member Premium Member

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    Lucky you then
     
  5. marc2040

    marc2040 Guest

    Oh yes ... I am.
    The Fuel Cell is now brand, my lenses were unscratched.
    Enjoyed them today while having a caffè latte.
     
    Oakley_Sight likes this.
  6. Ecko

    Ecko Team RamRod Staff Member Premium Member

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    Just get a different set of icons and put them in the other pair.
     
  7. marc2040

    marc2040 Guest

    I have sold the old frame, because Oakley just replaced the frame without lenses.
     
  8. Oakley_Sight

    Oakley_Sight Gotta love a good DOG

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    I've had Oakley do the same for me on a couple of frames. One because they lost it (got that one FOC) & the other they agreed to supply me with just & Metallic Black Monster Dog frame so I could put my spare lenses in, so I just had to purchase the frame. Always nice to be treated well by a large company. Congrats on the replacement, they look really really nice.
     
  9. BAPD77

    BAPD77 Oakley Expert Premium Member

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    Sounds like a good deal, but I don't understand why they would give out a whole new frame for what they could have taken care of with one icon......corporate thinking.
     
  10. Ecko

    Ecko Team RamRod Staff Member Premium Member

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    To many people would have been involved with shipping one icon. Some how the other one would have been found on a shelf next week and chaos would have ensued.