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What Lifetime Guarantee?! 01 Apr 2016 08:27 #91

  • Maria
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Just had my call back and paid my £10.
And this is the explanation which I requested by email :sick:

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What Lifetime Guarantee?! 01 Apr 2016 08:13 #92

  • Maria
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Another update to the T&C saga. My signed authorization form was submitted 2 days ago and I was promised a call back to collect £10 payment as soon as that happened. Waited by the phone for 2 days, OE chat online promised a call yesterday before 3pm. Nothing. There doesn't seem to be an alternative payment method. And the 21 day waiting period doesn't start until the payment goes through. Could it be deliberate? Some may get fed up and give up - not me. I'm all fired up!!!
And Maureen - I remember being given the Lifetime Promise like yours - that was what really sealed the deal for me. Sadly a copy was not given to me and I, too, was not given a copy of T&C to take home - and at the time I felt so overwhelmed with information and excited by the prospect of my new life without glasses, it didn't cross my mind to check the folder ( which they said included all I needed to know) as I trusted the team in the store.
Watch this space :angry:

What Lifetime Guarantee?! 01 Apr 2016 00:41 #93

  • frank
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Confuddled wrote: I had LASIK in 2007 at OE. I was rarely, if ever, contacted to come in for a check-up, and it was always off my back to do so. I have just recently tried to get a check-up (again without any contact from OE to book one) as my vision is worse, and I am getting regular headaches. However they have told me that I will need to pay £50 for a test!

I asked them about the "Lifetime Guarantee" that i was promised, and they mentioned that it was all in the T&Cs that it was only valid for a few years, and only for certain tests?!

I'm a carbon copy to your story. Had my surgery 6 years ago.

My visions has been getting progressively worse now for over 1 year. I'm struggling to read football scores on a television 2 metres away and I also now suffer from very bad eye floaters (like black threads or circles) when looking at white or bright things.

I'm booked in for a checkup this Sunday and have been told it's £50. The girl said it was in my terms and conditions that it was free aftercare for 3 years. This is bullsh*t as I had free checkups done after the 3 years! I am 110% sure I had it for life because it was the reason I went with them.

I don't want to pay it but I need an answer fairly soon as it's got to the stage where I think I need glasses again.

What Lifetime Guarantee?! 31 Mar 2016 17:14 #94

  • Marco
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Hi All,

I am having similar problems with Optical Express, who are now refusing to pay for any post care treatment, even though they have done so for the past 5 years.

I have recently received what can only be some kind of "gagging order" offer letter from Stephen Hannan which I definitely will not be signing!

I have tried desperately to find a copy of my original contract but it appears it was never given to me. Do any of you know how I can get hold of a copy or do any of you have a copy that you don't mind sharing?

Thanks all
Marco
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admin: Hi Marco, please send email with your phone number This email address is being protected from spambots. You need JavaScript enabled to view it. :kiss:

FAO Maureen - urgent! 31 Mar 2016 15:37 #95

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MAUREEN wrote: I have found my original paperwork and within it is a whole page devoted to 'The Optical Express Lifetime Promise'.
At Optical Express we stand behind our laser vision correction procedures and aftercare with our free Lifetime Promise.
Our Optical Express Laser Vision Lifetime Promise to you:
All necessary care and treatment following your laser vision correction procedure at Optical Express is provided free of charge and for life, subject to our Promise Terms."

Hi Mauren - and anyone else who has a copy of this - please send email with your phone number asap!
This email address is being protected from spambots. You need JavaScript enabled to view it. :kiss:

URGENT 30 Mar 2016 15:34 #96

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FAO Optical Express customers who have recently been told that they will now have to pay for aftercare - this includes eye tests/consults/eye drops/retreatment/medication.

Please contact me asap - also if you paid for surgery at Optical Express on the understanding that your aftercare was free for life.

To: This email address is being protected from spambots. You need JavaScript enabled to view it.
Subject: Free Lifetime Aftercare

:kiss:

What Lifetime Guarantee?! 30 Mar 2016 06:25 #97

  • Maria
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For anyone trying to get their original Terms and Conditions - not easy. So far I've managed to get the necessary form - after being sent an unsigned set of T&C with a content I did not recognize. Anyway - hoping to get the real thing.
OE charge £10 for the service :S
Watch this space

What Lifetime Guarantee?! 26 Mar 2016 18:42 #98

  • Paul
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So, just been to OE today to collect some eye drops only to be told that I have to pay, and that check ups are chargeable. I advised the lady that I had free lifetime aftercare, at which she said that head office just decide what they do. So I called head office whilst in the store....

No joy as yet, but they promised to call back next week after Easter.

I had laser surgery in March 2013. Lifetime aftercare was one of the main reasons for choosing OE. I recall there being a statement on the OE website, but even trawling the web archives, I can't find it. I also can't find my T&Cs....

So, add me to the list. And if anyone can locate an archive of the OE page and/or T&Cs from March 2014, that would help....

Best I can find is attached (2014 Promise)

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What Lifetime Guarantee?! 22 Mar 2016 16:40 #99

  • Geoff - S
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I also was told that I would get free lifetime aftercare when I had RLE surgery in 2013.

I am still suffering from dry eye and up until late last year was returning to Harley Street for a review regularly and given many different drops etc, none of which really helped that much.

However, after my last visit to Harley Street in January I have been told that I now have to pay for them.



I then asked for a copy of my signed consent document and was told I have to pay an administration fee for that too.

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What Lifetime Guarantee?! 21 Mar 2016 14:56 #100

  • Confuddled
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I had LASIK in 2007 at OE. I was rarely, if ever, contacted to come in for a check-up, and it was always off my back to do so. I have just recently tried to get a check-up (again without any contact from OE to book one) as my vision is worse, and I am getting regular headaches. However they have told me that I will need to pay £50 for a test!

I asked them about the "Lifetime Guarantee" that i was promised, and they mentioned that it was all in the T&Cs that it was only valid for a few years, and only for certain tests?!

The Lifetime Guarantee was one of the reasons that I chose OE in the first place, and after finding this website it looks like I may not be in the minority.

I'm not sure what my next steps are now. I am certainly not going to pay £50 when I feel I am entitled to Lifetime Support. But also, as my eyes have deteriorated slightly, I was hoping for some assistance from them.
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