Kiss My Zeiss (their customer service is so poor)

In a follow up to Go Zeiss Yourself and Zeiss-Hole, here’s how my adventure ended.

After all was said and done, Zeiss eventually made things right for me. Unfortunately, it wasn’t out of the goodness of their hearts. I pretty much had twist their arms until they cried uncle.

Truth by social media is truly powerful. When my pleas for Zeiss to do right by me fell on deaf ears because my complaints were too “suspicious” for being a hustle, I threatened to take my grievances to my blog. Unfortunately, they still never came back to me with any solution. I guess management thought that I was either bluffing or that my presence in ophthalmology was negligible.

So, guess what I did? I wrote a post, and titled it: “Boycott Zeiss” on my original blog. I was so furious that I left this post at the top of my blog for an entire month. At this point, I was so exhausted at fighting this battle that I no longer cared if I got the warranty extension or not. I just wanted to share my story with the world. I probably had less than 50 followers at the time, but I always put my money where my mouth is, and it clearly got Zeiss’ attention.

About 10 to 14 days after my post went up, I got a call from the Bay Area territory sales representative. He told me that after long discussion, management had decided to completely replace my visual field machine with a brand new one! WTF?? I fought tooth and nail, in futility, to get a $900 service agreement, and now they were offering to give me a brand new machine that costs over $20,000? That made ZERO sense.

Zeiss management told me they were “disappointed” with how things had escalated, and that their decision to replace my HVF entirely was independent of my blog post. I’ll leave it up to you to make your own conclusion with this comment.

The new sales representative (not the one that got the commission for all my purchases) apologized to me for everything I had to go through. He actually tried to do everything to make things right for me, and I appreciated his efforts from day one. It was just that he was powerless over management’s decisions.

A few days later, I got a call from a new person to schedule delivery for my replacement visual field machine. Obviously, I had to ask once again why I was getting a new machine when it was so hard for me to get an extended warranty. I told them that it made no sense.  Honestly, I forgot her response, but long story short, I asked her to cancel the replacement, and to just give me the extended warranty that I had originally requested. My machine worked totally fine after its repair, and I felt no need to waste any further resources by getting a brand new unit. This time though, I asked for a 3 year warranty. She agreed, and that was the end of it.

I honestly wish that I had just gotten my 1 year warranty without having to put up a fight.  In the end, I got more than what I had wanted, but I was not happy that I had to spend so much time and effort to get it.

It has now been 7 years since I purchased my “new” visual field machine from Zeiss, and I had no problems whatsoever since this debacle. Once again, Zeiss’s products and technology are solid and reliable. However, their after sale service is probably the worst I have ever seen.

 

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