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June 8, 2006


You know that problem Bausch and Lomb was having with one of their contact lens solutions? Where it would rot your eyes out? That little problem?

Their P.R. solution—and not a bad one on the surface, I must admit—was to offer their customers a coupon for a free bottle of non-fungal-infection-causing contact solution. But their approach to solving this problem fails on two fronts.

Failure One: One coupon per customer. Many contact lens wearers, myself included, purchase multi-packs or multiple bottles at a time. So only one bottle of the infection-friendly contact solution will actually be replaced. You're soaked for the cost of the rest of your now-useless product.

Bausch and Lomb was briefly allowing customers to return bottles to them for a full refund, but your option was coupon or refund, and you had to have the original sales receipt, and even that was limited to a single bottle. The information on returns has since been removed from their press materials.

Failure Two: Despite the seriousness, inconvenience, and cost of the problems associated with the ReNu with MoistureLoc solution, Bausch is looking out more for their bottom line than the satisfaction of their customers. The coupons they're mailing out are only good through the end of July, and most customers (myself included) are only receiving them now, approaching the middle of June. So not only are you still out the money for your additional bottles of ReNu with MoistureLoc, but now you have to run right out and buy ReNu MultiPlus before next month ends.

What a fiasco.

Posted by Colin at June 8, 2006 4:29 PM

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