Laser Eye Surgery Forum / Laser Eye Surgery at Optimax / Intralase surgery at Optimax / bad customer care / Latest Posts

RE: bad customer care

sybil hunter — Sat, 03 Jul 2010 19:54:19 GMT

Hi StephenBIf you dont work for Optimax you should. My customer care with Optimax Glasgow when I had my laser surgery done in august 2004 was excellent I could not have faulted any of the staff they were excellent. I even talked my husband into having his eyes done which took place in October 2004. We are all allowed our opinion and should post positive and negative posts on this website as it is a guidance for anyone thinking of having laser surgery done. You are one of the lucky ones who has had sucessful primary treatment done. I on the other hand was like you I had wondrful vision and at the age of 50 at the time of surgery wished I had done it years ago. My problem was my sight regressed after 4.5years and thats the difference with a life time guarantee you would not have to pay again as I had to to have a retreat which I did with a company who I now have a life time guarantee with. As to my bad customer care as you see with this post it was removed after 24hours as it was unacceptable the bad customer care I received which is in the past. My point is everyone is entittled to their opinion.

RE: bad customer care

Stephen B — Tue, 02 Mar 2010 14:10:38 GMT

HiI think it is unecessary for people to raise personal complaints on this forum, that is not what it is for. If you have a personal complaint about cancelled appointments or whatever then contact the compay direct, if not satisfied then escalate, ask for the the manager, then regional manager etc.Personally I compared Optical Express with Optimax and I can tell you that Optimax were the best by far. Also I get people calling me (my details are on the forum) who have been put off by experiences elswhere, so like most companies no one is perfect.You also have to remember that Optimax complete the most laser treatment i Europe, so occcionally yes there is a hitch, maybe a cancelled appointment (even consultants can get sick and hence not be in work !!!).Anyone want to chat to me, as always I am available. No I don't work for Optimax, I am just one of their extremely satisfied patients, whose expectations were exceeded.So POTENTIAL PATIENTS:the good news is that I still have some £500 off vouchers. These are good for any type of Lasik or Lasek treatment. AND your consultation is free too. So please e mail me your full name and address (ideally before you book your consultation) and I will post the voucher first class.Please read all my blogs about my amazing eye surgery. Simply click on my user is (StephenB), then click on "Show all posts by this member".Hopefully your new years resolution was "To rid myself of contact lenses/glasses and finally go for that laser treatment". You won't regret it.StephenB07860 824 598mcfcfan@btinternet.com

RE: bad customer care

sybil hunter — Thu, 25 Feb 2010 21:25:01 GMT

Hi RuburgI have not been on the forum for awhile how did you get on I hope you have had your appointment and problem sortedsybil

RE: bad customer care

ruburg — Sat, 19 Sep 2009 12:33:21 GMT

I have to say sybil, I will be intrigued to see if my post stays on the site or gets taken off!

RE: bad customer care

ruburg — Sat, 19 Sep 2009 12:31:45 GMT

I had my eyes lasered a couple of months ago. However since then have been unable to get any check ups except for the initial ones as they are constantly cancelled. Infact the only appoinment Optimax have managed to keep, and excuse me for being cynical, is the initial consultation where they got me to sign up and agree to pay them money! I am now quite worried as the optomotrist at the last check up I did have told me to come back in a month as there was a slight problem in my right eye, it has now been nearly 2 and a half months and my appointment today has just been cancelled. I have been told that I can't get an appointment on a Saturday until December, which I suspect will also be cancelled. The only appoinment offered are on week days before 5 pm, which as I am a teacher living at least 45 minutes away from the clinic, means I will now have to take time of work, resulting in my school having to pay money for a teacher to cover me.It seems that once you have had the treatment so their payment is guaranteed you are forgoten about. Hav espoken to the manager who pretty much said that the people coming in for traetment (ie more money) are more important so have crammed them in hence my appoinments being cancelled.Am not impressed!

RE: bad customer care

sybil hunter — Sun, 22 Mar 2009 08:34:15 GMT

optimax only want satisfied customers to post on this forum as they do not want customers to go to another provider for laser surgery. I would suggest if you are considering laser surgery do your homework, ask the correct questions and get the answers in writing. but remember laser surgery does noy work perfectly for everyone so make sure you have the correct aftercare needed if like me it your sight regresses and you dont have to like me pay another provider to retreat you. sybil

RE: bad customer care

sybil hunter — Sat, 07 Mar 2009 19:22:28 GMT

I am Mrs Hunter a female and the address I got for complaints to optimax is
Optimax
Customer Care Dept
172 Lincoln Road
Peterborough
PE1 2NW

OR
Optimax
128 Finchley Road
London
NW3 5HT
I would say to you that although I am unhappy with the treatment I was given when I returned to Optimax Glasgow after 4years as my sight had regressed, my friend got both her eyes lasered 6 years ago at £395 per eye and also my husband had both his eyes lasered 4years ago at £395 per eye and both still have 20/20 vision I paid a lot more as the treatment I got was the eyes cut and flap lifted for the laser treatment. i had not heard of anyone else having problems until someone told me to go onto the www.lasik-eyes.co.uk website and then realized I am noy alone. Hope you get a response from one of the above addresses.

RE: bad customer care

lalaaboubakar — Mon, 23 Feb 2009 13:45:33 GMT

Afternoon Mr. Hunter,

Do you have any details of consumer rights organisation or body. I can complaint formally too. I still haven't received a reply from Optimax and I found their practice disgraceful.

Regards,

Lala

RE: bad customer care

lalaaboubakar — Mon, 23 Feb 2009 13:41:15 GMT

DearAll,

I would like a refund of my £30 deposit . I have been to the appointment on Saturday which has been a frustrating experience. I was told several times that I could have the operation on the same day and I went to the clinics 2 weeks before to confirm this and was told again that I will be book to have the operation on the same day. On the day, I was told that I couldn’t because I haven’t book for treatment but no one ever mentioned it before.

I have encountered several issues outline below:

Firstly, I was quote £2440 to £2000 for a treatment, those figures amount to three times the misleading figure of £790 advertised on the website. Those prices were totally arbitrary and discount was offer on an imaginary basis. I never seen a business that act in such way apart from scam salesman.

Secondly, the optician find that my prescription was different from the -2, I have recorded on my application. This -2 prescription was from my November prescription and my sight could not have deteriorated in such a short amount of time since I can see clearly with my glasses. If it had, I shouldn’t be fit for treatment anyway. And since I have been quoted on a prescription higher than that I suggest that someone was not competent enough to judge a patient sight or just trying to make more money.

Thirdly , I would like to cancel the appointment made on the 25thMarch at the Manchester clinic since I do not trust those people.

Can you give me the email address of the person who deals with all the complaints as I want this incident to be looked at and want some explanation for all this.

Thank you for your time.

Regards,

RE: bad customer care

sybil hunter — Tue, 17 Feb 2009 20:55:14 GMT

For anyone who has read my posting whuch was removed from this forum within 24hours. Within 24hours of my posting someone from optimax phoned my home while I was at work, my husband told them to phone back after 4pm but they didn't. I received a letter within 72hours of my posting advising me that they are sorry to receive my complaint which will be fully investigated and expect a fullresponse within 20 working days from 6/02/09. They say they will do their best to resolve my complaint to my satisfaction. I will keep you all posted.
Sybil Hunter

bad customer care

sybil hunter — Thu, 05 Feb 2009 22:52:13 GMT

Dear Sybil

Due to the personal nature of your complaint and our complaints procedure we will need to remove your post from our site to give us adequate time to investigate your issues.

Nina Saunderson would like the opportunity to speak to the doctor who treated you and then respond to you directly.

Regards

Sandy Simmonds
Marketing Director