• Place: Vision Center
• Reason for Visit: Picking up glasses
  
• First Time or Repeat Visit: Repeat Visit
• Background: Part 3 of "Vision Center" I had my appointment with the Doctor in which he did a wonderful job in assisting me.  Today I came back in to the vision center to pick up my updated glasses.

Breakdown: It was a decent visit last Saturday, but I was still not happy with everything.  I figured this would be the last time I went in there for this situation.  I would pick up my glasses and go home, and that would be the end of it.

The Inside Note: A much better point of contact today.  I was serviced right away and they gave me my glasses in a very prompt fashion.   The service was fast and friendly and I was on my way in no time.  They asked me if I would like to try on the glasses before I left.  I declined knowing all they did was switch my prescription to a lower setting.  I really did not want to go through the motions of taking out my contacts and then putting them back on after I tried the glasses.  I took the glasses and I left.  When I got home I took the glasses out of the case and the right arm of the glasses was bent! I could not believe it.  So I had to drive back to the vision center and tell them what happened.  They did fix the issue while I waited, but still that would prove to be my 5th time to this vision center for these glasses.  They fixed the problem while I was there the 5th time, and finally I was done with this place.

Notes/Recommendations:

• Good service both times but the product was defective and caused me to waste my own time and drive twice in one day to this vision center.
• Was it my fault for not trying on the glasses before I left? No! It is no because the associate should have checked them before she gave them to me and also I am not expecting the person working on my glasses to put bent glasses in the case and send them back to the vision center.
• Throughout this experience the service and the product were inconsistent.  Every time I went in there I had no idea what to expect.  By the end of the whole experience I realized my initial expectation of this vision center had held true.  That being I was not expecting anything special and it turned out that way.  The initial visit exceeded my expectations and it set the bar at a high level in which they could not duplicate, any of the four other times I was there. 
  
• Making sure the problem resolution process is handling correctly.  They took in a defective product and made it more defective.  Make sure that you fully resolve a problem and make sure to check and double check the product for no other faults.  This vision center did not do this.
  

4th Visit - Results: Where applicable: 1-10 (1 being least favorable, 10 being most favorable)

• What was my satisfaction level: 5                                            
• Overall Service Rating:7                                                               
• Were my expectations: not met, met, or exceeded:not met
• After this visit, will I recommend this place of business to others: No         
• Did I receive the most value for my money: N/A
• Will I return to this place of business: YES

5th Visit - Results: Where applicable: 1-10 (1 being least favorable, 10 being most favorable)

• What was my satisfaction level: 4                                            
• Overall Service Rating:7                                                               
• Were my expectations: not met, met, or exceeded: met
• After this visit, will I recommend this place of business to others: No         
• Did I receive the most value for my money: N/A
• Will I return to this place of business: NO

Conclusion: It is unfortunate because of the initial visit, but I will not be returning to this place of business.  I still think the doctor did a great job, but the other factors that go along with this place is not worth the hassle.  More so than anything is the problem resolution and how non-effective it was.  My 4 part blog shows how quickly a customer can fall in and out of love with a business.  Satisfaction is one thing and loyalty is another.  As a satisfied customer I would continue to do business with this company until they produce major obstacles for me or if I found something better.  In this case they made doing business with them very difficult and for that they have lost my business. They never had a chance to make me a loyal customer, because all the little things they could have done were not done.  I wish them luck, but my perception of this company, and what I will be telling individuals close to me, is that they are inconsistent, poor at problem resolution, and cannot get their products right.