Dear Claudienne

I live in Portmore. An ophthalmologist in Portmore tested my eyes in November 2014, and then gave me a prescription. I took the prescription to the Courts Optical, Portmore branch and had it filled. However, I have a problem with the pair of glasses I got from Courts Optical : When I am wearing them, round objects look square and a square tile appears to me to be long and narrow. I took back the glasses to Courts and they sent them to their laboratory to be tested. They said that the tests showed that they had prepared the glasses according to the prescription the ophthalmologist gave me.

The Courts ophthalmolgist then tested my eyes and said that the prescription he would give me would be different from the one I got from the Portmore ophthalmologist. He gave me a copy of the prescription to take to the Portmore ophthalmologist and said I would also be given a letter to take to him. However, when I went for the letter it was not ready and I was told to come back. When I went back on Tuesday January 20 the letter was still not ready, and I was given another date to collect it.

I think I am getting the runaround. I am requesting your help.

NB

Dear NB

When Tell Claudienne contacted the Portmore ophthalmologist who gave you the prescription he said the fact that you claimed to be not seeing properly was not his responsibility. “If a tailor measures you and says the waist of the pants he is to make for you should be 40 inches and when you go to a different tailor and tell him to make you a pair of pants with a 40-inch waistline and he does so and it is tight, you cannot blame the first tailor.”

A former president of the Ophthalmological Society of Jamaica told us that there are many technicalities that the ophthalmologist has to take into account in testing the eyes and determining the prescription to be given. For the patient to get the best results, it is advisable that he/she fill the prescription at the optician recommended by the ophthalmologist who tested the eyes. He said that the prescription as well as a change in the glasses frame can cause distortion. “A patient who is diabetic could require one prescription “today” and a different prescription “tomorrow,” the former president said.

The Customer Experience Manager at Courts told Tell Claudienne the following:

“I am writing regarding the captioned customer who filled an external prescription for glasses with Courts Optical, Portmore branch.

“NB was given the option of selecting bifocal or progressive lenses of which he opted for progressive lenses. The customer’s prescription was processed by the lab and he collected same.

“He has experienced difficulty adjusting to his new progressive lens although the lab has confirmed the accuracy of the delivered prescription.

“We recommended that NB gets his eyes re-tested by his preferred ophthalmologist and Courts Optical will fill the prescription using bifocal lenses as the customer seems more comfortable with this type of lens. The customer was advised and will be going with that recommendation.

Please feel free to contact me if you need further clarification.”

You told us on Wednesday, February 11 that the Courts ophthalmologist who tested your eyes on Monday February 9 told you that the pressure in your eyes was high and if not treated could develop into glaucoma. We note that you have made an appointment for him to see you at his private practice on February 27 when he said he would treat the pressure in your eyes at no cost to you.

He will not give you a prescription for glasses until after you have received the treatment for the pressure in your eyes.

We will keep in touch with you.

Good luck.

Dear Claudienne:

I write to you about an issue with Digicel Jamaica Limited that I find quite unfortunate.

After hearing of a promotion being held by Digicel on Sunday December 21, 2014, I decided to visit the store on the day of the promotion to purchase two phones. The promotion advertised that customers would be entitled to $1000 credit, free SIM and a data plan with the purchase of a smartphone. Excited about this great deal I went to the Digicel outlet at the head office.

Upon speaking to a representative I asked about the free credit that was a part of the promotion. I was told by the representative that I would have to purchase a SIM card to get the free credit. At the time I thought I might have initially misunderstood the promotion so I left it at that. Later that evening I heard the advertisement which confirmed that I had been short-changed. Calls to the call centre also confirmed this. At this point I was advised to return to the store where I purchased the phone for a resolution. By this time the store would have already closed so I went back the following day.

After speaking to a sales professional he took my receipts and went into the back office. To my dismay, when he returned he advised that based on the time I purchased the phone — at 9:37am — I would not have qualified as they did not receive the confirmation email to issue same until 10:30 am. I told him that this was unsatisfactory as the advertisement dubbed ‘Mega Sunday’ indicated customers would get this benefit once they purchased a smartphone on December 21, 2014, which I did.

Displeased with this response and the scant regard I was being treated with as a loyal customer of the “bigger better network”, I decided to find a resolution elsewhere. I filed a complaint with the Consumer Affairs Commission (CAC) and was advised that an email was sent to a contact person at Digicel. Unfortunately, if they do not respond to that email the representative at the CAC advised they would not be able to move forward, and I was referred to the Fair Trading Commission.

I am seeking your assistance in this matter.

TM

Dear TM

We contacted Digicel and they responded to our query as follows:

“Digicel immediately contacted TM to get additional information. After a quick investigation, we found that she was unfortunately misinformed. As such, we have since made contact with TM and apologised for any inconvenience she would have experienced. TM’s account was credited with $1,000 call credit and she has received her free SIM card. The matter is now resolved to TM’s satisfaction and delight as expressed by the customer.”

You have also sent us an e-mail that stated:

“I wish to advise that I have been fully compensated by Digicel. I have received the following:

* Additional data plan (2GB instead of the 1 GB that was being offered in the promotion)

*1 SIM with $1,000 credit

* $1500 credit to my main balance.

Thanks again for your intervention as I believe this played a critical role in the outcome. All the best in your future endeavours.”

We are always glad to be of service.

Have a problem with a store, utility, a company? Telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@jamaicaobserver.com. Please include a contact phone number.