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CIBA Vision Shortage – They’re Alive! – sort of

Update V: (3/6) I really appreciate how often people have stopped by to share experiences and stories with all of us. In light of CIBA Vision’s lack of communication, it’s good to have a place to converse about our problems and fill that void. I do want to caution everyone, though, about checking sources and verifying information before taking any advice shared on this site. I’m a communicator, not a medical person, and I can’t speak for any of the people who leave comments on this blog. Before taking any advice, check with a professional. The Internet is a great resource, but can be abused, use caution.

That said, I just want to point out a new story I read on CNN Today. Baush & Lomb is still having problems, as well. What the heck is going on with eye care products? For so many months we’ve been seeing this industry suffer unexplained accidents. Keep your eyes and ears open for news and continue to share it here. Peace. [end update]

Update IV: (6/2) We have product stocked in NE Ohio. Another reader left this comment, which I wanted to bring to attention.

Got their email today, May 31, 2006 @ 8AM PST (California)

Hi Bruce,

Thank you again for contacting CIBA Vision. This is the latest list of retailers to carry CLEAR CARE. Due to a manufacturing facility upgrade, it has put us in a backorder situation. The upgrade took longer than anticipated.

Albertsons, Bergen Brunswick, CVS, Drugs Store.com, Duane Reade Corp., Fred Meyer, H.E. Butt Grocery, Harmon Stores, Harris Teeter, Inc, HY Vee Food Stores, Imperial Distributors, Kinney Drug Companyu, K-Mart, Kroger,Marsh Supermarkets, Maxi Drugs,McKesson, Meijer, Inc, Progressive Distributors, Pulix Supermarkets, Raleys Supermarkets, Rite Aid, Roundy’s, Safewaty, Shopko, Sparten Stores, Supervalue, Target, Wal-Mart, Walgreens, Wegmans, Weis Markets, and Winn Dixie. We started shipping March 22, 2006, to their distribution centers for allocation to their locations. Once it reaches their distribution center they tell us the turn around is 7 to 14 days to get it out to the stores. We are continually shipping to these centers and we hope that they can get it into the stores in a timely fashion. We do not have a schedule of the stores are distribution times as we do not deliver to the stores themselves, just to their warehouses. Softwear Saline will be available again in September.
Please ask your eye care professional what he or she would recommend in the interim.
Again thank you for contacting CIBA Vision.

Kind regards,
CIBA Vision Consultation

UPDATE: A kind reader named Jessica just left a comment on this post and on this post which I will cut and paste some of for your information. It reads:

Hi Jessica,
Thank you for contacting CIBA Vision. We always appreciate hearing from our consumers’ with their concerns and comments. Due to a manufacturing upgrade our products are on backorder. AO Sept will be available the second week of April and Clear Care will be back on the shelves at Wal-Mart, Target, CVS and Walgreens the first week of April. Please ask you eye care professional what you can use in the interim.We are sorry for the inconvenience this has caused. Again, thank you for contacting CIBA Vision.

Kind Regards Sherry Vanore Product Consultant

So at least now we know that CIBA Vision has actual people working there instead of CIBA Vision Consultation Specialists. I wish there were a way to express to CIBA Vision how mistreated we all felt, but they seem to have the market cornered on this type of product. I’m open to suggestions, an organization shouldn’t be able to treat customers this way and get away with it. Thanks, Jessica, now we know what we can expect.

After my somewhat bitter post on March 3 about CIBA Vision and their silence regarding a shortage of numerous products including Clear Care, AOsept, and others – a story finally emerged. Of course, it wasn’t CIBA Vision who announced that, it was Lori Rackl, a health reporter from the Chicago Sun-Times, whowrote a story

regarding the shortage. She actually has quotes from a person with a name from CIBA Vision.

My post generated quite a wide range of comments from all over the US and even into Canada. Ottawa, Rhode Island, Minnesota, California, Seattle, Dallas, Ohio, Conneticut, Viriginia – and these are just the people who left comments. Our traffic has nearly tripled since I posted information about this disaster. It’s been quite a refuge for people seeking answers and offering advice. A great group of people, these are. Some even revisted to post additional information knowing that this was the only place (that I know of) for answers.

CIBA Vision, what were you thinking? This is, unfortunately, probably not going to damage your reputation enough to financially affect you – but I kind of wish it would. There’s a lesson to be learned here – communicate! Why torture your loyal consumers, which is what has happened. It frustrates, disappoints, and angers me all at once. This isn’t just revenue, these are people with eye care issues, who rely on your services and products. And you’ve been slapping them across the face for over a month. Especially since Rackl’s article indicates that you were aware of all of this MONTHS before the shortage hit the stores. And no backup plan (see my other post) other than “we would recommend contacting your eye care professional for their recommendation of the best solution for your lenses in the interim.” I guess you’re lucky you don’t have a lot of direct competition. Unfortunately.

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